Quality Assurance Business Development

Melinda L. Baldwin ad5do6@r.postjobfree.com Mobile: 626-***-****

AREAS OF EXPERTISE

* Omni-channel marketing integration, attribution, analytics, intelligence, and optimization. Brand positioning/management.

* Business analysis. Project/program management. Performance tracking. Quality assurance; compliance analysis/reporting.

* Enterprise infrastructure alignment. Corporate restructuring. Change management. Resource planning. Risk mitigation.

* Methods analysis, cross-functional process mapping/modeling; technical documentation; training, continuous improvement.

* Information architecture; systems integration. Data analysis, audit, management, migration, security. Computer instruction.

AUTOMOTIVE NDUSTRY EXPERIENCE

Certified Product Specialist, Electric Vehicle Subject Matter Expert, Brand Ambassador, and Customer Experience Advocate, with Dealer Showroom/Internet Sales, Business Development Center (BDC) expertise. From contract management and corporate legal compliance (Toyota), to dealership sales and community relations, (FIAT), digital analytics at an advertising agency (Garage Team Mazda), website redesign analysis in paid search marketing (Edmunds.com), and motorsports acumen as assistant to a former Ferrari Challenge/Formula 1 racing legend, I have a wealth of knowledge and experience across the entire automotive industry.

TECHNICAL SKILLS

Software/Applications/Tools (PC/Mac proficient) Browsers: Chrome, Edge, Firefox, Opera, Safari HTML/CSS; SQL

• Microsoft Office Pro / 365 (Access, Excel, OneNote, Outlook, PowerPoint, Project, Publisher, Visio, Word); SharePoint; Teams

• Adobe Creative: Photoshop, Bridge, Illustrator, InDesign, PremierePro • Adobe Documents: Acrobat Pro, FileMaker, Reader

• Adobe Marketing: Reports & Analytics / SiteCatalyst, Data Workbench / Insight, Discover, Experience Manager, Test & Target

• Google: AdWords/Editor; Analytics; Website Optimizer; Workspace (Gmail, Drive, Calendar, Meet, Chat, Docs, Sheets, Slides)

• Facebook Analytics • Instagram Insights • KissMetrics • Pinterest Analytics • Twitter Analytics • YouTube Insights • Webtrends

• AbacusLaw • Legal Solutions • LexisNexis • WordPerfect • Corel Draw • Tableau • Visual-ly • Wix • Wordpress • EBay • Shopify

• ACT! CRM • QuickBooks • Raiser's Edge • Mailchimp • SilverPop • Blogger • Reddit • WhatsAPP • Basecamp • Wrike • Zendesk

• Ariba Contract Manager • DealerBuilt/Lightyear DMS • DealerCONNECT • DealerSocket CRM• iShowroom • Salesforce CRM

Writing/Editing & Publishing

Writing, editing, and proofreading of ad/blog/email/newsletters/web copy. Content creation/curation. Digital asset management.

Design, layout, and publication of digital/print booklets, brochures, catalogs, directories, flyers, manuals, posters, programs, etc.

In-house, full-service printing for standard/custom, recurring, or mass production jobs. Management of print queue, resources.

Graphic Design & Imaging

Concept/design/illustration of branding elements (name, logo, character, symbol) for display, presentation, print, and signage.

Development/creation of corporate Style Guides and policy to ensure brand identity visual continuity across media and usage.

Image creation/selection/optimization for web use. Photo restoration/repair/retouching; pixel-level editing in Photoshop.

Marketing & Advertising

Market assessment. Competitor analysis. Keyword research/selection. Text/image ad creation. Paid Search Marketing/PPC.

Website design/analysis. URL creation. Tagging management. Landing page evaluation. Search Engine Optimization (SEO).

Direct mail; Email blasts/drip campaigns. Social Media Listening/Marketing; Targeted, local/mobile campaigns. Event marketing.

Sales & Merchandising

Integration of brick and mortar retail, mail-order, and online (bricks, clicks, flips) sales, marketing, operations, and resources.

In-store product display, merchandising, signage, window design (static/live); live events/promotions, loss prevention/security.

E-commerce storefront design. Product photography, descriptions, listings. Inventory management. Order fulfillment, invoicing.

PROFESSIONAL CERTIFICATIONS

Business Process Management Diploma Alison Online

Operations Management Diploma Alison Online

Modern Project Management Theory & Practice Diploma Alison Online

FIAT Product Specialist Certification Chrysler Academy

Adobe Analytics multiple Certifications Adobe Learning

AFFILIATIONS

MOZ Making the Web a Better Place Member

Tech Republic Member

DeviantART Member

EDUCATION

Bachelor of Science, Psychology Grand Canyon University

Associate Degree, Psychology Pasadena City College

EMPLOYMENT HISTORY

Administrative Assistant Custom Vintage Keyboards. North Hollywood, CA Aug 2022 – Jan 2023

• Full-service administrative support and personal assistance for high-profile music industry owner/craftsman and technicians.

• Day-to-day office management: phone calls, email, showroom visits, incoming/outgoing mail/packages (USPS, UPS, FedEx).

• Managed multiple calendars for service technicians; scheduled appointments for equipment drop-off/pick-up; arranged cartage.

• Managed web business. Wrote/optimized content; photographed items; posted on company website (Shopify), EBay, Reverb.

• Managed CRM. Screen potential clients. Enter/update customer info, prepare/send invoices, process payments in QuickBooks.

• Treatment of parts/accessories for instruments by Fender/Rhodes, Hammond/Leslie, Wurlitzer, Roland, Moog, Ensoniq, etc.

Executive / Personal Assistant Ferrari / Formula One Race Team Crew Chief [private]. Temple City, CA Mar 2015 – Sep 2020

• Full-service administrative support and personal assistance for high-profile motorsports industry race team pit crew/chief/family.

• Management of multiple calendars, travel, accommodations, entertainment, and community relations at races/industry events.

• Complete business management: greet visitors; answer phone/email, manage mail/shipping, purchase supplies, pay invoices.

• Day-to-day home management: answer phone, open/read mail, pay bills; housekeeping; grocery shopping; meal preparation.

Project Manager / Web Analyst / Content Writer USC Keck School of Medicine. Los Angeles, CA May 2016 – Jun 2016

• Key member of Web Development team responsible for entire site redesign of preeminent research-intensive medical school.

• Assumed highly-visible role five weeks before “go live” date. Deadline-driven project management/collaboration using Wrike.

• Executed/assigned, tracked/recorded continuous stream of content updates. Performed Quality Assurance/Compliance analysis.

• Developed/managed/published digital content. Wrote/proofread/edited copy; selected/optimized images; verified facts/sources.

Writer / Editor / Content Developer Zero Six Media, Irwindale, CA May 2015 – Jun 2015

• Produced high-quality digital images and short, medium, long-form copy for top clients of cutting-edge advertising agencies.

• Conducted industry/market research. Produced client/competitor analysis. Topic development. Content creation/management.

• Wrote/edited/optimized copy, images, and design elements for blog posts, newsletters, press releases. Managed digital assets.

Product Specialist & Customer Experience Advocate Sierra FIAT of Duarte; FIAT of Puente Hills, CA Apr 2014 – Feb 2015

• In-studio/online Sales Consultant for new/used vehicles. Primary point-of-contact for Internet inquiries/leads/reviews/mentions.

• Led efforts to deliver outstanding guest experience; improved Customer Satisfaction Index (CSI) scores; increased brand loyalty.

• Automotive dealer CRM expert. Trained employees to use CRM system. Identified prospects; drove repeat/referral business.

• Wrote policy for effective management of confidential records; established data accuracy standards; monitored data integrity.

• Certified FIAT Product Specialist. Brand Ambassador/Public Relations Agent for industry/community/charitable service events.

• Subject Matter Expert (SME) on electric vehicles, range, charging, rebates, tax credits, insurance/utility discounts, HOV decals.

Business Analyst, Contracts – Legal Division Toyota Motor Sales USA Inc., Torrance, CA Oct 2013 – Nov 2013

• Delivered contract management and quality assurance services for No. 1 automotive retail brand in America (as of July 2013).

• Analyzed, amended, published contracts in Ariba Contracts module. Processed/executed with DocuSign electronic signature.

• Reviewed documents/data for adherence to established guidelines; provided regulatory/compliance advice to management.

• Ran daily and weekly metric/status reports. Updated dashboards. Responded to inquiries by legal and financial business units.

Web Analyst, Digital Analytics & Optimization Garage Team Mazda, Costa Mesa, CA Feb 2013 – Jul 2013

• Key role delivering web/digital analytics and insights at full-service digital ad agency for high-profile automotive manufacturer.

• Drove real-time dynamic optimization across channels (e.g. display, email, search, social, video) for PC/mobile/tablet devices.

• Provided insights about web design, functionality, traffic, visitor behavior, and campaign performance across all KPIs/metrics.

• Created/published/automated dashboards, scorecards, ad-hoc/special reports, infographics, schematic data visualizations.

• Scrubbed/synthesized raw data/big data sets. Wrote custom Data Warehouse queries/segments. Performed deep-dive analysis.

Web Analyst / Marketing Consultant Independent Contractor, San Fernando Valley, CA Mar 2011 – Aug 2012

• Provided website design, development, deployment, analysis, and marketing consulting services to small/mid-sized businesses.

• Devised marketing integration/optimization strategy. Analyzed data/metrics. Identified opportunities for growth/new revenue.

• Researched/evaluated market and industry trends. Defined success metrics; determined Key Performance Indicators (KPIs).

• Recommended site enhancements/optimizations; structured conversion funnel; implemented clear calls to action on web pages.

Website Redesign Analyst, Paid Search Marketing Edmunds.com, Inc., Santa Monica, CA Nov 2010 – Feb 2011

• Managed data migration for Paid Search Marketing department of leading online resource for consumer automotive information.

• Independently transitioned entire Paid Search database to Microsoft adCenter during website redesign with hard “Go Live” date.

• Excel-intensive data analysis/validation/repair under tight deadline for accounts at Campaign, Ad Group/Text Ad Keyword levels.

• Website analysis in dual environment. Landing page evaluation. Assessment of design, functionality, navigation, and relevance.

• Updated more than five million (5,000,000+) keywords/ads/URLs in Google AdWords Editor, Link Checker Lite, MS adCenter.

Account Support Analyst, Customer Solutions Yahoo! Search Marketing, Burbank, CA Sep 2010 – Oct 2010

• Contracted on Yahoo!-Microsoft Search Alliance migration project team; transitioned 25,000+ Yahoo! accounts to MS adCenter.

• Excel-intensive data analysis in legacy/BETA systems under tight deadline in agile/scrum environment with hard "Go Live" date.

• Migrated/tested data in dual systems. Trained staff/clients on new system; provided support via phone/email/Yahoo! Messenger.

• Consulted/updated Knowledge Base articles and information. Promoted self-service through FAQ’s and procedures-based info.

• Investigated unusual activity. Adjusted click charges for low-quality/invalid clicks and/or issued goodwill credit, as appropriate.

• Yahoo! Employee Foundation Member. Recruited participants and volunteered at events of charitable service organization.

Media Specialist / Technology Consultant Independent Contractor, San Gabriel Valley, CA Dec 2006 – Aug 2010

• Provided technology solutions, computer instruction, desktop publishing, and web consulting services for local small businesses.

• Graphic design; photo retouching; writing/editing; content management; page layout; document creation; printing/mailing.

• Designed company brochures; newsletters; product literature; event posters, flyers, programs, invitations, and prize tickets.

Campaign Database Manager American Red Cross. Pasadena, CA Oct 2006 – Nov 2006

• Managed fundraising database and donor relations during annual holiday campaign for leading global non-profit organization.

• Served as primary point of contact for Raiser’s Edge database activity. Updated prospect profiles and donor records as needed.

• Daily gift entry, recording, coding, payment processing, acknowledgement of all cash/stock/in-kind gifts, bequests, and pledges.

• Created/ran queries and exports for mailing labels,, guest lists, event invitations, email blasts/drip campaigns, various reports.

Systems Analyst / Technology Consultant Arcadia Christian School, Arcadia, CA Aug 2006 – Sep 2006

• Directed technology implementation project for private PreK-8 elementary school with annual enrollment of 455 students.

• Researched, tested, and evaluated software for administration, alumni, attendance, curriculum, enrollment, funding, grading.

• Implemented information management system. Streamlined entry/retrieval process. Designed forms. Documented procedures.

• Trained faculty/staff on software relevant to heir roles. Taught students/parents to use Student Inform System (SIS) portal.

• Increased volume of critical information in database. Maximized donor outreach. Optimized alumni/donor/community relations.

Administrative Coordinator / Staffing Assistant Abigail Abbott Staffing, Pasadena, CA Jun 1999 – Sep 1999

• Assisted director/team of busy staffing agency with front office reception, recruitment, on-boarding, and database management.

• Placed job ads. Responded to inquiries. Reviewed applications. Verified education/employment. Administered computer testing.

• Scheduled interviews. Compiled candidate information packages. Conducted new hire orientations/termination exit interviews.

• Entered/updated data in Applicant Tracking System. Processed time-cards/payroll. Ensured confidentiality of employee records.

Computer Migration Project Manager / Technical Trainer CIGNA Health Care, Glendale, CA Apr 1999 – May 1999

• Prepared 400+ employees for company-wide migration to Microsoft applications. Tracked/reported migration progress.

• Taught Microsoft Word, Excel, PowerPoint, Access, and Outlook at beginner, intermediate, advanced levels (6-8 classes/day).

• Used traditional methods of instruction (lecture/lab) in formal classroom setting. Guided Computer Based Training (CBT).

• Administered testing. Assessed/reported user proficiency. Provided help-desk support, individual lessons, and tutoring.

Sales & Marketing Director Bowling Square, Inc., Arcadia, CA Dec 1998 – Mar 1999

• Devised business development strategy to maximize profitability of family entertainment bowling center prior to buyout.

• Established outside sales. Targeted local ad campaigns. Developed business partnerships to increase league membership.

• Optimized facility use. Planned events to drive business during off-peak days/hours. Increased average weekly sales by 15%.

• Trained staff. Improved quality/timeliness of service. Increased average visit by 90 minutes and number guest visits by 200%.

• Arcadia Chamber of Commerce Member and Ambassador. Represented company in highly-visible role at community events.

Data Analyst, Estimating Corporate Relations Assistant Parsons Corporation, Pasadena, CA Jul 1998 – Dec 1998

• Two different contract jobs at leading global design, engineering, construction, management and technical services corporation.

• Delivered value engineering analysis for large-scale energy, chemicals, environmental, infrastructure and transportation jobs.

• Managed extensively-linked spreadsheets/workbooks. Aggregated/translated data from multiple domestic/international sources.

• Analyzed large data sets; reported to business units for budget approval, contract draft/revision, requests for proposals (RFPs).

• Worked closely with Director Corporate Communications and other C-level executives to develop comprehensive PR program.

• Updated corporate style guide. Created presentations/brochures. Designed ads. Wrote/edited ad copy. Issued press releases.

Information Services Coordinator, Features I.S. Walt Disney Studios, Burbank, CA Apr 1998 – May 1998

• Supported Information Services VP/staff on film/animation Studio Lot of world’s largest mass media entertainment enterprise.

• Trained employees/industry personnel on company Intranet. Coordinated high volume help desk. Provided technical support.

• Managed incoming “bug” reports. Reverted to requestor with instructions if user error, or placed in queue/escaped as applicable.

• Assisted with various projects as needed, such as preparing for onsite guest visit, and organizing an off-site employee meeting.

• VoluntEARS Member. Planned/managed local events and community service activities of employee-led charitable organization.

Training Administrator, Operations Decore-ative Specialties, Inc., Irwindale, CA Apr 1997 – Jun 1997

• Led transformation of poorly performing cabinet manufacturer into a profitable provider of innovative storage solutions.

• Recruited to revitalize stagnant sales. Trained/managed 45+ Customer Service Representatives in high volume call center.

• Devised company restructuring strategy. Established cross-functional management. Introduced lean manufacturing techniques.

• Identified critical operations issues. Pinpointed root causes and found permanent solutions to 92% of immediate problems.

• Defined performance standards. Implemented achievement recognition initiatives. Reduced employee turnover by 66 %.

• Customer Retention Program Founder. Drove focus on operational excellence. Increased number of repeat orders by 400%.

Secretary to Vice President, Technical Systems Transamerica Life Companies, Los Angeles, CA Aug 1995 – May 1996

• Supported VP/staff in high-volume Data Center, Central Technology Line of global financial services/life insurance company.

• Managed master calendar and 20+ busy schedules. Prepared budget. Tracked spend vs. allowance. Reported deviations.

• Developed media resource library. Wrote database to track resource use. Trained personnel on media checkout procedures.

• Created Learning Management System. Wrote database to track employee training/development and monitor resource use.

• Updated corporate style guide. Created presentations for business units. Championed adherence to visual identity guidelines.

• Quality Team Leader. Implemented performance metrics/tools. Trained employees. Leveraged individual/group strengths.

• TLC Cares Executive Committee Member. Planned/managed fundraising/service events for company volunteer organization.

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