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Customer Support User Experience

Location:
Chicago, IL
Posted:
January 18, 2024

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Resume:

**** * ******** ***., **** GN Chicago, IL *****

815-***-**** ad2vt2@r.postjobfree.com carlakroll.com

Carla L. Kroll

Brainrider — CMS Specialist — Feb 2022 – May 2023

Developed dynamic trends pages with the Instagram team to develop custom CMS objects for Instagram Business and Instagram Creators sites, bringing more influencers current content for their next reels or posts.

Researched current WCAG standards and applied findings to ensure proper accessibility was built into the website to satisfy ADA compliance.

Used Lighthouse to test accessibility, seo, and performance.

WebAIM to test color contrast

WAVE evaluation tools

Reviewed W3C for additional compliance information

Develop convenient and reusable widgets for Instagram CMS users utilizing XML and CSS

Worked directly with designers on Adobe XD, Illustrator, and Photoshop to develop strong layouts for Instagram website pages.

Converted Adobe XD files into pixel perfect web pages for Instagram with newest trends using XML and CSS/SCSS.

Implementing technical SEO best practices including content structure

Reach out to our translation team to request translations for Instagram pages, objects, and any updated content as needed.

Frequently met with content writers in regard to website layout to ensure their user experience would be pleasant and also give a fresh look.

Utilized Zoom to train Brainrider staff on how they would best use the Deltek Workbook software for each of their departments and permission levels.

Developed detailed documentation for future Brainrider employees to easily access and to learn to help understand Deltek Workbook software.

Led video calls via Zoom for Brainrider employees as customer support and a liaison to Deltek Workbook when bugs are discovered. Would fix bugs on site if able, otherwise would delegate issue to support and submit request ticket for them to fix bug.

Became strong user of Microsoft Outlook using it as the primary source of emails and calendar.

Utilized Microsoft Excel to organize projects, people on projects, tasks assigned, and progress of each task.

J. Walter Thompson, Chicago — Frontend Developer — Feb 2019 – Feb 2022

Managed workflow through daily standups and utilizing Jira kanban boards, increasing our productivity and improving our sprint times.

Researched current WCAG standards and applied findings to ensure proper accessibility was built into the website to satisfy ADA compliance.

Used Lighthouse to test accessibility, seo, and performance.

WebAIM to test color contrast

WAVE evaluation tools

Reviewed W3C for additional compliance information

Gathered information from stakeholders for new site features and worked to prioritize and assign tasks.

Using VS Code, updated existing pages in Craft CMS utilizing HTML, CSS, Twig, Vanilla JS, and VueJS to allow new content to flow smoothly and to engage visitors with solid UX implementation.

Helped to design the basic building block for the CMS, the widget, that is used to manage all the content on the site.

Build custom components for Craft CMS using Twig giving the CMS backend users access to make proper updates and additions to the website in clean and efficient way.

With VS Code, built a reusable CSS library by utilizing SCSS variables, mixins, and other rules to maintain a consistent design and format.

Developed clean and detailed documentation for:

new components and pages to ensure anyone coming into the fold would have an easier time understanding code through JSDoc standards.

users with access to the CMS to understand how to navigate within the system and how to properly utilize each component.

Tested site performance of the CMS (Content Management System) to ensure it would have a pleasant user experience. With feedback from users, troubleshoot the issue and make improvements to components and site as needed.

Implemented A/B testing on our new website as well as user tracking to ensure user flow and layout were optimized. This led to an 8% increase in conversion rate over the next 60 days.

Maintained version control using Git and Github to streamline code review and project delivery time.

Worked to define and implement a custom grid system based on Bootstrap.

Monitored user keyword usage for finding website using Google Analytics as well as monitoring website traffic, bounce rate, and session duration. Modified site SEO based on reports increasing traffic and lowering bounce rate by 7 percent in the first 60 days.

Developed a company website style guide within the Wunderman Thompson website to maintain consistency with fonts, permitted color usage, and proper use of the company logo.

Took advantage of Microsoft Teams for daily virtual meetings and important conference calls.

Used Slack as our primary source of team messaging, allowing for quick response times and increased efficiency.

Used Microsoft Outlook as primary source of emails and calendar.

Making Waves, Chicago — Frontend Developer — April 2018 – Nov 2018

Managed workflow through daily standups and utilizing Jira kanban boards, increasing our productivity and improving our sprint times.

Researched current WCAG standards and applied findings to ensure proper accessibility was built into the website to satisfy ADA compliance.

Used Lighthouse to test accessibility, seo, and performance.

WebAIM to test color contrast

WAVE evaluation tools

Reviewed W3C for additional compliance information

Using VS Code, I updated pages in the Episerver CMS utilizing HTML, CSS, Vanilla JS, and VueJS.

Built mobile first and reusable CSS and JavaScript components with the VS Code IDE.

Built modules for custom Episerver CMS modules using vanilla JavaScript and VueJS

Built reusable CSS libraries by utilizing SCSS variables, mixins, and other rules to maintain a consistent design and format.

Built out dynamic pixel perfect pages to client sites based on design files.

Coded and implemented newly developed CMS modules to achieve look and feel of the design provided by the UX Design team.

Developed a complex SVG graphic and added dynamic CSS animations for custom Amtrak 404 page.

Webfoot Designs LLC, Manteno — Web Developer — Aug 2012 – April 2018

Lead as the manager and lead developer bring custom websites to small businesses in the Kankakee and Iroquois county areas.

Researched current WCAG standards and applied findings to ensure proper accessibility was built into the website to satisfy ADA compliance.

Used Lighthouse to test accessibility, seo, and performance.

WebAIM to test color contrast.

WAVE evaluation tools

Reviewed W3C for additional compliance information

Met one on one with potential and existing clients to invest in new websites using WordPress or Joomla, allowing for the clients to make website content changes at their leisure.

Developed relations with clients acting as customer support for any questions or issues they may need assistance with working through.

Lead Web Developer, manager, sales, and customer service for a web firm.

Developed exciting new website designs for our clients using Adobe Photoshop and InDesign, utilizing user stories developed from initial meeting.

Built custom WordPress CMS modules needed for client websites using vanilla JavaScript, HTML, CSS, PHP with the VS Code IDE.

Set up and monitor traffic, bounce rate, unique users, and keywords used to access website using Google Analytics on websites.

Built dynamic custom forms for real estate clients using Adobe Acrobat Pro giving their clients the ability to fill out forms online, decreasing their wait time by 23%.

Scheduled and provided in person training sessions with clients, giving them the confidence to navigate the CMS and make their own changes and updates as needed.

Provided support for any challenges or questions they may have over the phone, via email, or a scheduled visit.

EDUCATION

Governors State University, University Park

B.S. Computer Science

Kankakee Community College, Kankakee

A.A.S. Desktop Publishing

Community College of the Air Force

A.A.S. Applied Science

MILITARY EXPERIENCE

United States Air Force (1998 - 2004)

Aerospace Ground Equipment Craftsman

SPECIAL SKILLS

●Adobe Illustrator

●Adobe Photoshop

●Adobe XD

●Adobe InDesign

●Visual Studio Code

●WordPress

●CraftCMS

●VueJS

●node.js

●Google Analytics

●Search Engine Optimization (SEO)

●WCAG / ADA Compliance

●Customer Service

●Microsoft Office



Contact this candidate