Melissa Allison
Palm Beach,NSW
Summary
Highly motivated and versatile E-commerce industry professional, boasting an extensive background across all facets of the e-commerce sector, cultivated through 25+ years of hands-on experience. Recognised and respected for unwavering dedication and acute attention to detail, esteemed for customer-centric approaches and creative solutions. Seeking opportunities to apply acquired skills and contribute within a team valuing innovation, collaboration, and a steadfast commitment to ensuring customer success.
Overview
16
16
years of professional experience
Work History
E-Commerce Manager
Cheeky Chickadee
10.2021 - 11.2023
- Executed comprehensive redesign of Cheeky Chickadee's Shopify 2.0 website, crafting a seamless user experience conveying founder's story, heightening product's perceived value, and strengthening brand trust, resulting in $150k savings in developer fees.
- Collaborated with SEO specialists to deploy cutting-edge on-site practices, elevating Cheeky Chickadee's organic search ranking on Google from page 6 to coveted page 1 for key terms "baby swimwear" and "kids swimwear."
- Delivered comprehensive website updates for desktop and mobile users, showcasing new products while maintaining brand tone and design elements, enhancing value and user experience.
- Implemented Re-Buy and Loop Returns apps, yielding a 10% increase in Average Order Value (AOV) and steady year-on-year growth in customer retention.
- Drove superior customer experience by leading Shopify customisations for each new release, producing compelling copy, merchandising collections, designing landing pages, and integrating apps for elevated website UI and UX.
- Showcased products through detailed product pages, size charts, and product imagery emphasizing unique selling points (USPs) to encourage informed purchases and convert potential customers.
- Collaborated with marketing team to integrate promotional campaigns into site content, crafting blog posts and customising landing pages for seasonal selling opportunities.
- Regularly tested website landing pages, product information, checkout options, and features for visual appeal, accuracy, and functionality to ensure optimal performance.
- Leveraged analytics tools to monitor customer behaviour, refine website layout, and analysed customer feedback to pinpoint areas for improvement in the online shopping experience.
- Created impactful promotional campaign visuals using Canva and Photoshop to boost sales and drive customer loyalty.
- Consistently innovated and adapted within Shopify ecosystem to stay aligned with dynamic changes in e-commerce landscape.
Customer Experience Manager
Cheeky Chickadee
10.2020 - 10.2021
- Spearheaded Gorgias integration, creating a comprehensive library of macros for swift response times and streamlined ticket resolution.
- Orchestrated Gorgias chat automations, optimising order management and article recommendations, significantly reducing ticket times and increasing one-touch ticket percentage by 15 points for improved support efficiency.
- Crafted a comprehensive Gorgias Help Centre, implementing flows and quick responses to efficiently handle out-of-hours inquiries, resulting in heightened customer satisfaction and reduced ticket volume
- Cultivated client relationships by promptly and empathetically addressing inquiries, assessing needs, and resolving issues, ensuring timely solutions and proactive follow-ups for potential and existing clients.
- Collaborated with leadership to enhance and streamline e-commerce 3PL fulfillment strategy, aiming to reduce costs, optimise profits, resolve issues and elevate customer satisfaction.
- Oversaw daily operations and customer support initiatives, enhancing the customer journey and improving employee productivity, achieving a notable 32% reduction in ticket response times.
- Built and maintained a brand-centric Facebook VIP community, fostering customer relationships for sustained long-term business growth.
- Continually researched and introduced new policies and procedures to improve efficiency and customer satisfaction.
- Contributed to implementation of ShipHero WMS by successfully onboarding employees, facilitating seamless integration and operations.
- Directed implementation and management of both LOOP Returns and Australia Post returns portal, overseeing employee onboarding for efficient returns management.
- Established performance KPI's and held associates accountable for individual performance.
Creative Director - Owner/Operator Manager
Le Bomb Shop, LLC
07.2007 - 12.2019
- Established and maintained Shopify website, overseeing all operational aspects while managing active presence and operations on eBay.
- Defined, designed and implemented creative strategy and direction of all business interests and activities.
- Facilitated product sourcing and procurement through fostering long-term supplier relationships.
- Managed complete supply chain process, emphasising 100% end-user satisfaction..
- Formulated and monitored budgets to control expenses, analyse trends, and maximize sales potential.
Education
Bachelor of Design - Fashion
Mesa College
San Diego, CA01.2001
Diploma -
Gilbert High School
Gilbert, AZ01.1994
Skills
- Australian & USA Retail Industry Knowledge & Experience
- Effective Listener & Communicator
- Highly Organised & Efficient Multi-Tasker
- Ability to Work in a Team & Autonomously
- Positive Attitude & Solution Focused
- High Attention to Detail & Excellent Time Management Skills
- Critical Thinking & Strategic Vision
- Proficient with Shopify & Shopify Plus
- Gorgias, MS Office, Adobe Photoshop, Canva, Loop Returns, Australia Post, LOOX Reviews, Smile Loyalty & Rewards, WMS: ShipHero, Fulfilio, E-Store
- Landing Page Optimisation & Storefront Creation
- Merchandising & Product Storytelling
- Social Media Platforms & Community Engagement
- Mailing List Management
- Data Entry & Administration
Timeline
E-Commerce Manager
Cheeky Chickadee
10.2021 - 11.2023
Customer Experience Manager
Cheeky Chickadee
10.2020 - 10.2021
Creative Director - Owner/Operator Manager
Le Bomb Shop, LLC
07.2007 - 12.2019
Bachelor of Design - Fashion
Mesa College
Diploma -
Gilbert High School
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