PERSONAL PROJECTS
DESIGNED AND DEPLOYED A FULL ECOMMERCE SITE WITH A SHOP INCLUDED FOR A COLORADO-BASED COMPANY WHO PROVIDES VEHICLE AND BUILDING UPGRADE SERVICES. CUSTOMERS ARE ABLE TO VIEW INFORMATION ABOUT THEIR SERVICES, SCHEDULE CONSULTATION APPOINTMENTS, SHOP SERVICES, SECURELY CHECKOUT WITH PAYMENT, AND MORE.
DESIGNED AND DEPLOYED A WEBSITE FOR A COLORADO BASED ARTIST FOR THEM TO PROMOTE THEIR MUSIC, PROVIDE EVENT HIGHLIGHTS, ALLOW BOOKINGS, AND MORE. USERS CAN ALSO LISTEN TO EMBEDDED RELEASES, VISIT SOCIALS, EMAIL IN, AND MORE.
DESIGNED AND DEPLOYED A WEBSITE FOR A COLORADO BASED ARTIST FOR THEM TO PROMOTE THEIR MUSIC, PROVIDE EVENT HIGHLIGHTS, ALLOW BOOKINGS, AND MORE. USERS CAN ALSO LISTEN TO EMBEDDED RELEASES, VISIT SOCIALS, EMAIL IN, AND MORE.
DECKERS BRANDS PROJECTS
PROJECTS
REDESIGNED AND MAINTAIN LAYOUT OF THE CUSTOMER CARE HELP CENTER ON HOKA.COM FOR REFERENCE BY CUSTOMERS BOTH IN THE UNITED STATES AS WELL AS IN CANADA. PLACED CUSTOMER-FACING HELP ARTICLES IN ORGANIZED SECTIONS FOR EASIER NAVIGATION UPON VISITING THE PAGE. OPTIMIZED INFORMATION WITHIN EACH ARTICLE BY ENSURING ALL POLICY INFORMATION WAS UPDATED FOR EASY AND QUICK ACCESS. UPDATED FORMATTING WITHIN EACH CUSTOMER HELP ARTICLE TO EASILY IDENTIFY TOPICS, LINKS, AND DISCLAIMERS.
REDESIGNED AND MAINTAIN LAYOUT OF THE CUSTOMER CARE HELP CENTER ON UGG.COM FOR REFERENCE BY CUSTOMERS BOTH IN THE UNITED STATES AS WELL AS IN CANADA. PLACED CUSTOMER-FACING HELP ARTICLES IN ORGANIZED SECTIONS FOR EASIER NAVIGATION UPON VISITING THE PAGE. OPTIMIZED INFORMATION WITHIN EACH ARTICLE BY ENSURING ALL POLICY INFORMATION WAS UPDATED FOR EASY AND QUICK ACCESS. UPDATED FORMATTING WITHIN EACH CUSTOMER HELP ARTICLE TO EASILY IDENTIFY TOPICS, LINKS, AND DISCLAIMERS.
REDESIGNED AND MAINTAIN LAYOUT OF THE CUSTOMER CARE HELP CENTER ON TEVA.COM FOR REFERENCE BY CUSTOMERS BOTH IN THE UNITED STATES AS WELL AS IN CANADA. PLACED CUSTOMER-FACING HELP ARTICLES IN ORGANIZED SECTIONS FOR EASIER NAVIGATION UPON VISITING THE PAGE. OPTIMIZED INFORMATION WITHIN EACH ARTICLE BY ENSURING ALL POLICY INFORMATION WAS UPDATED FOR EASY AND QUICK ACCESS. UPDATED FORMATTING WITHIN EACH CUSTOMER HELP ARTICLE TO EASILY IDENTIFY TOPICS, LINKS, AND DISCLAIMERS.
REDESIGNED AND MAINTAIN LAYOUT OF THE CUSTOMER CARE HELP CENTER ON AHNU.COM FOR REFERENCE BY CUSTOMERS IN THE UNITED STATES. PLACED CUSTOMER-FACING HELP ARTICLES IN ORGANIZED SECTIONS FOR EASIER NAVIGATION UPON VISITING THE PAGE. OPTIMIZED INFORMATION WITHIN EACH ARTICLE BY ENSURING ALL POLICY INFORMATION WAS UPDATED FOR EASY AND QUICK ACCESS. UPDATED FORMATTING WITHIN EACH CUSTOMER HELP ARTICLE TO EASILY IDENTIFY TOPICS, LINKS, AND DISCLAIMERS.
OVERSOLD CANCELLATION HOLIDAY EMAILS (NOV. 2024 - FEB. 2025)
ASSISTED IN ANALYZING RESPONSE DATA FOR 19,331 DYNAMIC EMAILS SENT THROUGH AUTOMATED TEMPLATE SYSTEM TO CUSTOMERS INFORMING THEM OF AN ORDER CANCELLATION DUE TO INVENTORY ISSUES REGARDING 50 STYLES ACROSS FOUR DIFFERENT BRANDS.
ALONG WITH VERBIAGE PROMPTING TO REORDER A DIFFERENT STYLE, 18,972 EMAILS INCLUDED 20% OFF COUPON CODES TO HELP DO SO.
HELPED CREATE AUTOMATED EXCEL REPORT THAT CALCULATED THE TOTAL OPEN RATE, NUMBER OF CLICKS, TOTAL REVENUE ACQUIRED, AVERGE REVENUE ACQUIRED, AS WELL AS THE TOTAL NUMBER OF PURCHASES MADE FROM THE MASS EMAIL SEND.
DETERMINED THAT CANCELLATION EMAILS WERE OPENED AT A RATE 93% RESULTING IN A TOTAL OF 20,481 INTERACTIVE CLICKS.
FINALIZED DATA SHOWS 1618 ADDITIONAL PURCHASES WERE MADE TOTALING AN ADDITIONAL REVENUE OF $180,817.84 DURING THE HOLIDAY SEASON.
INTERNAL KNOWLEDGE BASE SWITCHOVER (AUG. 2024)
ASSISTED QA TEAM IN TRANSFERRING 110 INTERNAL RESOURCE ARTICLES FROM GLADLY TO NEW PROPROFS KNOWLEDGE BASE SYSTEM.
INFORMATION WITHIN THE 110 ARTICLES WAS BROKEN DOWN INTO 367 PAGES HOUSED WITHIN 84 FOLDERS AS NEW SYSTEM SUPPORTED FOLDER FUNCTIONALITY VERSUS PAST SYSTEM WHICH JUST STORED ARTICLES AS LISTS.
POWER REVIEWS OVERHAUL (JUNE 2023 - APRIL 2024)
MANAGED SMALL TEAM RESPONSIBLE OF RESPONDING TO BACKLOGGED LOW-RATED REVIEWS ACROSS FIVE BRAND SITES.
TRAINED FIVE TEAMMATES TO BE CONSISTENT, CONFIDENT, AND SELF-SUFFICIENT CONTRIBUTORS WITHIN POWERREVIEWS SYSTEM.
GUIDED TEAM THROUGH BEST RESPONSE PRACTICES WHILE HANDLING A TOTAL OF 9653 LOW-RATED REVIEWS ACROSS FIVE BRAND SITES.
DECREASED AVERAGE RESPONSE TIME FROM 77.71 HOURS IN Q1 DOWN TO 49.25 HOURS BY THE END OF Q4, A 36.6% DECREASE IN WAIT TIME.
UPON COMPLETING OVERHAUL, TEAM NOW COMPLETES WORKLOAD WEEKLY TO ENSURE CUSTOMERS ARE RESPONDED TO WITHIN SLA.
DECKERS X LAB ADDITION (AUG 2022 - JUNE 2023)
ASSISTED IN ACQUISITION OF DXL BRAND BY ASSISTING WITH CUSTOMER SERVICE RESPONSIBILITIES.
HELPED CUSTOMERS WITH ORDER ISSUES BY ASSISTING WITH RETURNS, REFUNDS, AND EXCHANGES THROUGH SHOPIFY ORDERING SYSTEM.
SENT OVER 1250 EMAIL RESPONSES TO CUSTOMERS WHO NEEDED ASSISTANCE SINCE ACQUIRING DECKERS X LABS CUSTOMER SERIVCE.
HELP CENTERS: FAQ ANSWERS CONSOLIDATION (JUNE 2022 - AUG 2022)
REDESIGNED AND MAINTAIN LAYOUT OF THE CUSTOMER CARE HELP CENTER ON AHNU.COM FOR REFERENCE BY CUSTOMERS BOTH IN THE UNITED STATES AS WELL AS IN CANADA. PLACED CUSTOMER-FACING HELP ARTICLES IN ORGANIZED SECTIONS FOR EASIER NAVIGATION UPON VISITING THE PAGE. OPTIMIZED INFORMATION WITHIN EACH ARTICLE BY ENSURING ALL POLICY INFORMATION WAS UPDATED FOR EASY AND QUICK ACCESS. UPDATED FORMATTING WITHIN EACH CUSTOMER HELP ARTICLE TO EASILY IDENTIFY TOPICS, LINKS, AND DISCLAIMERS.
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