Experience

School Art Shows by Artome

• United States
• Retail Art Supplies
• 1 - 100 Employee

• Customer Support Manager

  • Dec 2021 - Present

  Alpharetta, GA 2021 – Present Product development and marketing. Collaborating with six internal departments and five national fulfillment Hubs to develop a more cohesive experience between B2B Accounts and their individual B2C commerce needs. Acting as an account manager, listening, assessing, verifying, mapping, developing, and testing solutions. Bringing awareness to leadership, event coordination, finance and production to help manage our clients’ and their customer’s day-to-day needs. KEY ACHIEVEMENTS:• Learned ZohoOne’s Suite of business management applications to streamline communications.• Mapped and developed a contact and helpdesk system to funnel clients and customers through multiple channels and websites, to the appropriate department, simplify issue tracking and reduce duplicate issue requests.• Hired and trained Remote CSRs and all internal employees to utilize SalesIQ chat and helpdesk.• Built internal and external self-service helpdesk with organized, complete articles and FAQ directed by client type.• Developed chat bot to address common FAQ, filter basic questions funnel clients with more serious issues.• Covered 2021-2022 School Year’s peak web traffic between April 18 - 24 included: 47,000 independent site visitors and 660 Helpdesk Tickets with 72% closure in 72 hours.

• Sales And Marketing Representative

  • Aug 2021 - Dec 2021



Pamela Haley Design

• Freelance Graphic Artist

  • Jun 2009 - Present

  Deliver a full suite of design services to clients. Specialize in creating new brands for small businesses, start-ups, and individual entrepreneurs. Create original design concepts, graphics, and layouts to help clients grow their businesses strategically. Control all aspects of project management, client relations, billing, and business development as a self-employed designer. KEY ACHIEVEMENTS:• Earned new business through referrals from satisfied clients. • Project highlight: jennieA. (www.jennieA.com) Identity for print media, copy for headlines, taglines for brochures featuring healthcare advocacy and emergency training courses.• Utilizing knowledge of art law, design ethics, proposal writing, copywriting, research development, process and presentation to satisfy client needs• Growing small businesses through research design and marketing techniques.• Staying true to clients' mission, core values and striving for constant improvement.Consultation Services• Campaign and Branding Strategy• Design critiquing• Idea mappingDesign Services • Package and marketing collateral• Web Design• Stock Photographywww.pamelahaleydesign.com



Novis Creative

• United States
• Media Production
• 1 - 100 Employee

• Senior Graphic Designer

  • Oct 2019 - Present

  Lead the development of design standards for the new agency and mentor staff on design best practices. Elevate the agency’s brand and drive awareness by generating new content in collaboration with team members. Utilize knowledge of social media tactics to earn clicks and views for the firm and apply best practices in analytics to interpret social media metrics. Work closely with the Creative Director to assist clients and plan deliverables. KEY ACHIEVEMENTS:Developed a standardized concept development questionnaire and market research form to assist team members in onboarding new clients, documenting client needs and project updates. Created a “referral sheet” for team members to manage image sizes and file types for various social media channels. Drafted internal global design standards and streamlined universal file organization with naming conventions.Generating branding for internal project “Wichcraft,” for YouTube and Podcast channels based on amateur cooking with Mad-Libs and entertaining conversation.



Merotec Inc. A Sumec Company

• Support Services Consultant

  • Sep 2020 - Mar 2021

  Working directly with management to improve efficiency in product support and customer satisfaction while transitioning customer support to an outside agency.Key Achievements:Improving efficiency and generating appropriate canned responses to common customer inquiries.Assisting management with developing and preparing training materials for outsourcing.Resolved, and cleared a backlog of over 2,000 support tickets in 6 weeks while addressing new customer issues and learning about products.Eliminated duplicate requests and organized FreshDesk contact details to link tickets submitted through multiple mediums. I.e., phone, portal, email, and vendor submissions. This streamlined customer responses and revealed disconnected resolutions to tickets that had previously been resolved.



Kellogg Garden Products

• United States
• Manufacturing
• 1 - 100 Employee

• Product Knowledge Trainer (seasonal)

  • Feb 2019 - Mar 2020

  Developed new and existing employees’ ability to assist customers and sell seasonal products by leading vender product training sessions in 27 Metro Atlanta Home Depot stores. Created the content and agendas for trainings sessions and led in-person events with up to 10 employees. Recognized by Territory Manager for dramatic increase in sales by getting associates excited for our brand and, converting customers from competitor products. This was a 100% traveling position. Developed new and existing employees’ ability to assist customers and sell seasonal products by leading vender product training sessions in 27 Metro Atlanta Home Depot stores. Created the content and agendas for trainings sessions and led in-person events with up to 10 employees. Recognized by Territory Manager for dramatic increase in sales by getting associates excited for our brand and, converting customers from competitor products. This was a 100% traveling position.



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Customer-Centric Support Agent

  • Jan 2018 - Nov 2018

  Assisted customers with complex technical issues over the phone. Exceeded expectations by making personal connections with customers in order to identify problems, troubleshoot, and find appropriate resolutions. Minimized the need for repeat calls and transfers to other team members. Achieved the top ranking for customer satisfaction with a 96% success rate. Assisted customers with complex technical issues over the phone. Exceeded expectations by making personal connections with customers in order to identify problems, troubleshoot, and find appropriate resolutions. Minimized the need for repeat calls and transfers to other team members. Achieved the top ranking for customer satisfaction with a 96% success rate.



Creative Circle

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Graphic Design / Production Artist (Multiple Contracts by Creative Circle)

  • Sep 2013 - Sep 2018

  Joined client teams as an external design expert during times of labor shortages, to assist with special projects. Worked effectively in fast-paced environments, quickly assessing client needs, building trust with stakeholders, and delivering high-quality products. Approached new challenges with curiosity and an open mind. Created digital assets of varying sizes for clients to use in social media, website updates, email campaigns, user interfaces (mockups for standard and mobile screens), and internal communications. Produced physical products for client marketing, including printed banners, scorecards, brochures, and catalogues following best practices for preparing print-ready files. KEY ACHIEVEMENTS:• Worked repeatedly for Mercedes-Benz USA to design executive business cards and update the U.S. print and digital brand standards manual. • Produced seasonal apparel and equipment catalogues for multiple sports, and event collateral for Mizuno; repeatedly extended contract and served the company for over a year after an initial two-month engagement. • In addition to Mizuno catalogues, worked with account executives to generate physical and digital vender POP signage, social media and magazine advertisements.



The Home Depot

• United States
• Retail
• 700 & Above Employee

• Merchandising Specialist

  • May 2016 - Aug 2018

  Utilized skills in design and customer experience in the test pilot store to create “shoppable” visually appealing, accessible, displays that were easy for customers to explore, ultimately driving sales of new products, displays, layout redesigns and luxury offerings. Contributed to corporate social responsibility efforts by traveling to Houston, Texas after Hurricane Harvey to provide aid and services to residents. Utilized skills in design and customer experience in the test pilot store to create “shoppable” visually appealing, accessible, displays that were easy for customers to explore, ultimately driving sales of new products, displays, layout redesigns and luxury offerings. Contributed to corporate social responsibility efforts by traveling to Houston, Texas after Hurricane Harvey to provide aid and services to residents.



ABC Pottery

• United States
• Retail

• Ceramic Arts Instructor (Independent Contractor)

  • Dec 2012 - Jan 2014

  Co-operated with ABC Pottery to retain and attract new customers by providing marketing assistance and scheduling one-on-one pottery wheel and glazing lessons. http://www.abcpottery.com/index.html Co-operated with ABC Pottery to retain and attract new customers by providing marketing assistance and scheduling one-on-one pottery wheel and glazing lessons. http://www.abcpottery.com/index.html



Semper International

• United Kingdom
• Wholesale

• Production Artist (Contracted By Semper International)

  • May 2013 - Oct 2013

  Set up documents for printing, ran the press, answered phones and filed order forms. Set up documents for printing, ran the press, answered phones and filed order forms.



HD Supply

• United States
• Wholesale
• 700 & Above Employee

• Jr. Production Artist (Contracted by Arrowmac)

  • Jul 2013 - Jul 2013

  The project involved proofreading and editing the White Cap Construction and HD Supply Fall catalog's indices using Excel and InDesign. By understanding scope and tasks, I was assigned as a point of contact for other contractors, freeing management from frequent interruptions, while reducing wait time for questions and section assignments. The project was completed two days in advance of expectations. The project involved proofreading and editing the White Cap Construction and HD Supply Fall catalog's indices using Excel and InDesign. By understanding scope and tasks, I was assigned as a point of contact for other contractors, freeing management from frequent interruptions, while reducing wait time for questions and section assignments. The project was completed two days in advance of expectations.



Peleman Industries/Unibind

• Graphic Design Marketing Coordinator

  • Feb 2013 - May 2013

  Created new marketing kits and prototypes to promote Peleman’s Unibind products in collaboration with multiple departments and internal stakeholders. Prepared materials to showcase products at conventions and indirect sales meetings. Moderated social media channels for all Peleman brands and prepared a content calendar that included promotions, new themes, and holiday content. Contributed to international communications efforts. KEY ACHIEVEMENTS:• Updated all marketing materials and social media content to reflect changes to product and design standards. • Integrated new brand standards in the organization’s internal communications. • Designed “talking photo cards” and “talking photo frames” for customers including Coney Island and Sea Word. • Designed individual packaging and point-of-sale prototypes for photo products sold by Fuji and Kodak.



CafePress Inc./ EZ Prints

• Quality Assurance Technician

  • Aug 2010 - Feb 2013

  Oversaw the manufacturing and shipping of more than 2,000 custom-printed gift products daily. Performed start-up, calibration, diagnosed, repaired, and maintained over 40 printers, including sublimation ink-jet, silver halide, flat-bed, digital offset presses, and more. Trained new team members and continuously monitored the production floor to ensure compliance with Occupational Safety and Health Administration (OSHA) regulations. Prepared, profiled equipment and developed production guidelines for the production of new products and oriented team members to new processes. KEY ACHIEVEMENTS:• Reduced rate of missing products and products sent to the wrong customer to less than one percent of orders.• Improved the overall speed and efficiency of order to ship by utilizing Lean and 5S project management strategies.• Collaborated with E-Marketing, VP, and team lead to improve the quality of typography, ad copy, and visual presentation for in-ship collateral, e-banners, e-gifts, and e-mail promotions. • Created layouts/elements using Adobe CS, for weekly promotions of various Fortune 500 partners. • Created documents in Adobe Photoshop and Microsoft Visio for operations training, exception order handling, and the integration of new products and partners.• Participated in lean management implementation in production flow for individual product areas and improved 5S workplace organization methodology via plant wide integration for improved quality.• Streamlined consumer order consolidation process.• Earned Employee Suggestion of the Month November 2012.• Achieved G7 Mastery 2012 for color profiling Indigo HP 5000 press and other press types.• Assuring quality of products and daily processes, operation training, exception order handling, and the integration of new products and partners including: Nakajima USA, Disney Photopass, DeviantART, fineartAmerica, Shutterfly, Smug Mug Pro, Kodak Gallery, etc.

• Graphic Designer

  • Apr 2012 - May 2012

  • Created layouts and elements using Adobe Custom Suite inDesign, Photoshop, Illustrator and Dreamweaver for weekly promotions of various Fortune 500 partner’s Business-to-Customer HTML e-mail and print advertisements.• Assisted in marketing department by working with Vice President, department lead and other team members by improving quality of typography, ad copy, and visual presentation for in-ship and e-mail promotions.



Codesource-seo.com

• Contract Web Research and Web Design

  • Jan 2008 - Jan 2010

  • Created layouts and elements with Adobe Custom Suite inDesign, Photoshop, Illustrator and Dreamweaver for weekly promotions of Fortune 500 partner’s B2C HTML e-mail and print advertisements.• Assisted with marketing by improving the quality of typography, ad copy, and visual presentation for in-ship and e-mail promotions. • Created layouts and elements with Adobe Custom Suite inDesign, Photoshop, Illustrator and Dreamweaver for weekly promotions of Fortune 500 partner’s B2C HTML e-mail and print advertisements.• Assisted with marketing by improving the quality of typography, ad copy, and visual presentation for in-ship and e-mail promotions.



Park Row Printing

• Print Production Assistant

  • Aug 2007 - Mar 2008

  Assisting the Design and Production teams by providing the following:• Estimates of cost and procure all printed work (print collateral, POP, etc)• Managing collateral specs, die lines, printing methods and color libraries.• Production schedule for deliverables• Verifying deliveries from vendors and shipping to customers.• Verification and processing of pre-flight documents for digital offset and web printing.• Learning multiple bookmaking processes. Assisting the Design and Production teams by providing the following:• Estimates of cost and procure all printed work (print collateral, POP, etc)• Managing collateral specs, die lines, printing methods and color libraries.• Production schedule for deliverables• Verifying deliveries from vendors and shipping to customers.• Verification and processing of pre-flight documents for digital offset and web printing.• Learning multiple bookmaking processes.



Ritz Camera Centers

• United States
• Software Development

• Senior Photographic Technician and Sales

  • Sep 2003 - Aug 2007

  • Provided print service developing analogue, digital photography as well as customer consultation services, and sales of photographic equipment in a retail setting.• Management of photo lab, employees and preventative maintenance.• Qualified for regional Technical Service Representative• Skill in developing, printing, enlarging, reducing and retouching photographic prints. • Provided print service developing analogue, digital photography as well as customer consultation services, and sales of photographic equipment in a retail setting.• Management of photo lab, employees and preventative maintenance.• Qualified for regional Technical Service Representative• Skill in developing, printing, enlarging, reducing and retouching photographic prints.