Strong background in digital customer experience strategy and execution. 10+ years in user interface coordination and a passion for the development and implementation of the digital user experience. My experience has created the ability to understand and craft the user experience in a variety of platforms, provide cost reduction through channel optimization, drive sales through cross channel marketing programs, and lead high functioning teams to drive parallel initiatives.

Senior Manager, Digital User Experience @ As the senior manager of the Digital User Experience team, I lead the team through the product development process cycle – company to agency brief submission, creation of project proposal, requirements gathering, user research, consumer testing, design feedback & support for UX/CX/UI, build, test support & coordination and post-install defect resolution in both Agile and Waterfall project processes in order to drive customer experience through innovation and multi-department cross collaboration and garner the first place in JD Power Website Interaction award in addition to several other top accolades. From March 2014 to Present (1 year 10 months) International & Domestic Usage @ I designed the digital strategy to promote key initiatives and strengthen the brand including website, email, social media, paid media banners and on site marketing. In order to grow merchant awareness and sales volume, my duties included: recommend process, strategy changes and overall improvements to senior management based on analytics and tracking of KPI's, monitor Voice of the Customer reporting to revise and strengthen new call strategies to create optimal customer experience, research competitor marketing to maintain best in class value proposition and remain competitive in International & Domestic space, and manage creative agency vendor relationships and negotiate invoices to keep budget and timelines on track. From August 2012 to March 2014 (1 year 8 months) CMA Systems @ As the system SME, I designed the UI for ICE system functionality for the client and multiple business lines, scoped and prioritized new initiatives, oversaw NWG's, contractors and junior personnel. From April 2011 to August 2012 (1 year 5 months) Collections Strategist and Digital UI Design Manager @ As an agency representative, I created the digital presence including website, ebrochure, social media, paid media marketing which assisted in growing portfolio to greater than $2MM, developed system UI, UX/CX, collections process and offline marketing programs, and managed vendor relations to design marketing creative pieces for B2B marketing, trade shows and seminars along and maintain budget. From October 2007 to March 2011 (3 years 6 months) West Region Team Leader @ During my time with Komatsu Financial, I lead a team of auditors & external agencies in order to ensure quality reporting and accuracy, reviewed RFP's from external collection companies and assisted in UI development for ensuring distributor reporting accuracy. From July 2006 to October 2007 (1 year 4 months) Collections Strategist & UI Designer @ Beginning as a collections representative and moving to Collections Strategy & UI Designer, I assisted in designing UI components for team of onsite and remote collectors, and worked to establish overall collection strategy and process based on performance and competitive analysis. From January 2000 to July 2006 (6 years 7 months)

Bachelor's Degree, French and Communication @ Northeastern Illinois University From 2002 to 2006 N/A, English @ Western Illinois University From 1996 to 1999 Melissa Douros is skilled in: Management, Customer Service, User Experience Testing, User Experience Design, Leadership, Team Building, Process Improvement, Marketing, Call Centers, Finance, Project Management, Credit, Credit Cards, Customer Satisfaction, Cross-functional Team Leadership