Melissa Liew Email & Phone Number

Edinburgh, United Kingdom

As the Data Cleansing Lead on the Statistical Methods and Data Processing team, I am responsible for researching and evaluating methodology used in Census 2011, recommending improvements, and developing statistical methodology for Scotland's Census in 2022. This includes:• Data management and disclosure control procedures• Analysis of methodology using statistical techniques• Extensive work in SAS • Implementing agreed upon improvements for data cleansing processes (de-duping, collation of responses, skip logic and more)• Creation of research and options papers for recommendations• Creation of technical documentation, reports and guidesIn this role I work with both analysts (statisticians) and business/operations teams, which often requires the communication of technical information to non-technical individuals.

Edinburgh, United Kingdom

As a style consultant, I provide world-class shopping experiences by maintaining the brand Phase Eight's exceptional sales standards within the Jenners (House of Fraser) banner. Doing this requires:• An in-depth knowledge of product, product trends, and trends in the wider industry.• Providing a one-on-one, personalised experience through individual consultations• Full engagement with customers on the front line• Accurate and detailed handling of stock• Ensuring transactions are processed with accuracy and careTeam working and communication skills are paramount in this role as working within a concession requires greater flexibility amongst a wide variety of co-working competitors - both on a team and individual level.

Edinburgh

As a start-up project manager, I was heavily involved in all aspects of opening a new business. This required making first-hand decisions regarding the long and short term development of the business, and included:• Marketing and strategic development• Developing a social media presence• Menu creation, new product introduction and testing• Developing and analysing P&L statements for products and operating costs• Instituting a supply chain – developing relationships with suppliers, negotiating, creating and managing a stock system and ordering schedules• Developing, implementing and fine tuning shop procedures to ensure the smooth operation of the café – for instance, allocating more staff during prep to ensure better customer service and faster turnaround• Hiring, training and development of staff• Acquiring in-depth knowledge of HACCP principles, food business requirements and management systems implementation.• Implementation of back end systems, such as ePOS, accounting, analytical reporting and stock • Analysing previous sales in order to improve upon daily targets.Once the café opened, my managerial responsibilities were to ensure the smooth running of café and maintaining a high standard of food quality, hygiene, and service. To this end, I have also obtained Qualifi accreditation in Food Hygiene, and have undergone professional coffee and barista training.

Greater Philadelphia Area

At Freeman’s I performed an in-depth review of the company’s database system, with the overall view of maximising the company’s customer relationship management (CRM) strategies. Some of these duties included:• Acting as a liaison with external database company to create and install new processes (for example, concerning areas of data hygiene and mass uploads of new contacts)• Reconciling functional differences between marketing and operational departments• The creation of reporting queries, based on company requirements• Providing market analysis and recommendations• Conducting research into shelf products and other long-term CRM solutions• Creating and updating technical documentation on database tools for use in staff training• Providing training on aspects of the database to employees• Providing recommendations for new reports, improvements, and processesAt the end of the internship, I made recommendations in regard to new products and processes to implement going forward in a comprehensive report, and included a request for proposal (RFP) for Freeman's to use in this endeavour.

Vancouver, Canada

As a Team Lead at eBay, Inc., I oversaw a team of Customer Service Specialists (CSS) and Representatives (CSR). At times, this sometimes stretched to 15-20 individuals on a team, though this could vary greatly. In addition to dedicating a certain percentage of time weekly to the tasks of a CSS and CSR, I also:• Performed individual and team coaching, training, mentoring and motivation• Experienced in handling department coverage and queue management • Conducted and maintained quality assurance• Assisted with customer escalations• Process improvement; development and implementation of efficiencies in the work environment through project management • Development and maintenance of training materials • Research, creation and delivery of technical materials for informational knowlegebases

Vancouver, Canada

As a Community Support Specialist, my primary task was to assist customer support representatives in dealing with unknown factors of the eBay website, and to take reports of technical problems. From here, it was crucial to accurately describe, file and track problems and assign tasks to help agents deal with them effectively. This included:• Taking internal helpdesk calls relating to the intricacies of the eBay website• Website and internal/external tool troubleshooting• Filing, triaging and tracking bugs on the website• Maintaining various tools and processes for internal support (Talisma, Kana, Trace, etc)• Responsible for meeting and maintaining regular metrics in productivity, agent satisfaction and quality• Mentoring, training, and induction support for new agents, or through the introduction of new site features

Vancouver, Canada

As a Community Support Representative, I handled inquiries from the eBay community via mediums such as online chat services and email support.• Responsible for meeting and maintaining regular metrics (productivity, quality, customer satisfaction, and customer resolution).• Maintained a flexible working schedule (including working day, swing and graveyard shifts)• Maintained highly specialist and proficient knowledge in a variety of departments including general support, technical, billing, and fraud/account takeovers

Burnaby, Bc, Canada

As the acting assistant manager, I held a number of key duties that ensured the smooth operation of the shop at all times. While my primary role was in customer service, sales and cashier duties, my role was expanded to include keyholder responsibilites such as:• Being responsible for creating the daily, monthly and yearly performance targets for both individuals and store level, based on analysing previous yearly trends• Leading the team in building and improving on sales performance to achieve targets• Managing store budgets• Creating aesthetically pleasing, functional displays to attract customers to the shop• Conducted inventory processes on a quarterly basis (stock takes)• Maintaining stock control functions• Training and development of store employees• Initial hire processes for manager (vetting potential candidates, recruitment, temp agency liaison)

Ma (Honours), International Business Management, 2:1

Activities and Societies: Saltire Foundation - Ambassador (2013/2014) • Saltire Foundation - Scholar (2013) Includes a year abroad (3rd.

Bachelor'S Degree, Business Administration, Management And Operations, A'S And B'S

Activities and Societies: Green Legacy, Hiking Society Year Abroad, Exchange Programme

Associate Of Arts (Aa), General Arts

Activities and Societies: Published in student anthology of selected student creative writing, Pearls 31