Melanie Gordon Email & Phone Number

Manage the transition of the Bank of America quality assurance (QA) process to NIIT for vendor support. • Train copyeditors on quality and content standards meeting all brand, writing style and legal guidelines. • Strategize, develop and manage audit processes to ensure QA, preferred vendors and LOB meet standards.• Conduct monthly reporting, analyze data and deliver coaching to business partners and senior leadership.• Calibrate reviewers for consistency, ensuring educational feedback is provided to developers and tracked for risk.

Manage the quality assurance (QA) process for learning solutions while consulting with line of business (LOB) teams to ensure brand standards and learning styles are of optimal quality. • Strategize, develop and manage audit processes to ensure QA, preferred vendors and LOB meet standards.• Conduct monthly reporting, analyze data and deliver coaching to business partners and senior leadership.• Coach and consult with QA reviewers, IDs and ITDs as needed.• Work with the Brand team to ensure updates are implemented throughout learning.• Manage SharePoint, Discovery and myHelp for content review and storage options.• Update and manage the Learning Style Guide.• Create and distribute an engaging and informative QA Tip of the Week.• Manage and maintain the Learning Capabilities Guide.• Support the vendor who completes QA reviews to ensure a smooth process flow of work.

Responsible for COO Newsletter and ESS Communication Consistency routines providing organizational, and analytical support by interpreting business objectives to actionable plans for various communication routines.• Enterprise Shared Services Diversity & Inclusion Sponsorship program communications lead engaged to manage distribution groups, develop program curriculum and participant communications.• Oversight of the Connections Community creating content schedule, monitor and track community participation through site stats, review and edit content providing related resources to enhance blog and development topics. • Develop team huddles, communications, newsletter, standard operating procedures and governance routines to identify impacts to the organization and customers.

Tampa/St. Petersburg, Florida Area

Global Technology & Operations, Enterprise Shared Services, Chief Operating Office Responsible for program management and support of Diversity & Inclusion development programs, COO communications and employee engagement events.Create program communications, curriculum development webinar series, and brought various D&I topics to executives, senior and emerging leaders participants. Created a program plan business case to include: executive proposal, development activity documents, meeting schedule with resources and a detailed playbook.Developed the COO communication process consulting with leaders to standardize the communication routines across the organizations businesses identifying impacts to the organization and stakeholders.

Tampa/St. Petersburg, Florida Area

Project Management; Problem resolution; complaint handling; Curriculum Design; Training Development and Delivery; Executive Relations; Compliance Training;Support enterprise wide projects, provide administrative and analytical support, develop and deliver training, huddles and communications for impacts to the organization. • Directed a risk-free, repeatable end-to-end training curriculum and post classroom on-the-job training program, skilling 310 Advocates, Business support partners, and Executive Leadership, with an additional 600 people to be trained by July 2015. • Created 56 standard operating procedures for Employee Readiness, shared industry knowledge, and led execution of several initiatives including system roll out to 600 nationwide employees. • Valued for interpreting business needs, translating objectives into actionable plans, and providing communications to management.• Create and manage executive level corporate communications for multiple weekly newsletters and announcements. • Direct training, curriculum design and on-the-job training programs for cross skilling 1100 employees, business support partners, and executive leadership in ECCR organization to various products.

Delivered enterprise training requests including new hire courses, technology initiatives, and leadership development sessions. • Drove results for employee performance ensuring quality, productivity, adaptability, and long-term success. • Reinvented the enterprise Service to Solutions new hire training, eliminating redundancies and simplifying the learning process, saving four days of training and $34,000 in training costs.

Delivered enterprise training requests including new hire courses, technology initiatives, and leadership development sessions. • Drove results for employee performance ensuring quality, productivity, adaptability, and long-term success. • Reinvented the enterprise Service to Solutions new hire training, eliminating redundancies and simplifying the learning process, saving four days of training and $34,000 in training costs.

Tampa/St. Petersburg, Florida Area

Managed customer complaints received from the Office of the CEO and regulatory agencies by working with business executives, department leaders, and legal counsel on process improvements while capturing analytical data for regulatory tracking. • Developed departmental training curriculum for Credit Card, Deposit and Home Loan products. • Communicated in writing to customer’s, executives and regulatory agencies summarizing the research, interactions and problem resolution for each case.

Tampa/St. Petersburg, Florida Area

Completed leadership development training in order to act as a team manager and learning delivery consultant for call center employees. • Orchestrated human resource activities including the facilitation of human resource orientation, payroll review, organizational announcements and leadership onboarding. • Delivered market wide new hire onboarding activities that provided details about the company’s history, community service involvement, brand values, and benefit overviews.

Tampa/St. Petersburg, Florida Area

Coordinated business operations and provided support for the site executive, various leadership committees, employee satisfaction, learning events, facility safety council and community involvement activities. • Resource for leaders and employees for business expansion initiative, quality team development and process documentation.

Tampa/St. Petersburg, Florida Area

Charlotte, North Carolina Area

Bachelor Of Arts (B.A.), English/Language Arts Teacher Education

Master Of Education (M.Ed.), Educational, Instructional, And Curriculum Supervision

General Studies

Education record