Melissa Key Email and Phone Number
Melissa Key's Location
Merritt Island, Florida, United States, United States
Melissa Key's Contact Details
Melissa Key work email
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Melissa Key personal email
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Melissa Key phone numbers
About Melissa Key
Technologically-oriented training professional with 17 years’ experience designing and implementing high-caliber training programs for Fortune 500 companies. — Key Qualifications —Create well-targeted curriculum and materials to address performance gaps as well as comprehensive instructional programs for new hires.Well versed in latest strategies to optimize staff productivity, customer relations, and customer retention, including effective use of social media platforms. Engaging communication style and demonstrated success building strong group rapport, adjusting instruction style to meet group needs, and maximizing information retention.Thrive in dynamic, deadline-driven environments requiring strong collaborative skills as well as the ability to work independently.Specialties: Curriculum Development, Needs Assessment, Train the Trainer Programs, Call Center Environments, Customer Service Optimization, Training Facilitation
Melissa Key Work Experience Details
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Ernst & Young Global Consulting Services -
Training LeadErnst & Young Global Consulting Services Jun 2021 - PresentNassau, Bahamas, Bs
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Instructional Systems DesignerErnst & Young Global Consulting Services Jan 2020 - PresentNassau, Bahamas, Bs
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It Training Specialist - ConsultantAmerican Electric Power Oct 2018 - Jan 2020Columbus, Oh, UsFirst phase of a multi-program IT roll out. This phase is responsible for IBM Maximo training to approximately 14,000 users. -
Instructional Designer/Training Lead - ConsultantL Brands Apr 2018 - Oct 2018Columbus, Oh, UsLead a wide range of resources to effectively assess training needs for an SAP Integration. Create the end user training and other supporting materials required to prepare end users with the system/process knowledge to perform their jobs at go live to including training courses (both instructor-led and virtual classroom), job aids, and Computer Based Trainings (CBTs).• Manage the execution of training strategy and all curricula development .• Lead Business SME Teams in building the training demonstration in the training environments.• Facilitate content workshops and review sessions with Business and Technology SMEs.• Create and track material quality control -
Instructional DesignerMpw Industrial Services Jun 2017 - Apr 2018Hebron, Ohio, UsPartners cross-functionally with internal and external resources to effectively assess training needs; and then designs, develops and implements instructional materials that achieve learning and performance improvement objectives, including training courses (both instructor-led and virtual classroom), job aids, Computer Based Trainings (CBTs).1. Works with leadership, functional partners, line of business resources and departmental partners to analyze training needs and partners with subject matter experts (SMEs) to develop objectives and course content 2. Develops safety and technical skill training for all MPW field personnel across lines of business, including Industrial Cleaning, Industrial Water, Container Management, Facilities Management and Environmental Services 3. Ensures curriculum compliance with MPW Corporate Standards, OSHA Regulations, and any/all related regulatory requirements through routine review and updates as appropriate 4. Reviews evaluates, and modifies existing and proposed programs, recommending appropriate changes 5. Conducts regular need analyses to determine on-going training needs in operations (Equipment, Processes, Procedures, Regulatory Compliance), gathering and evaluating data and making strategic recommendations to address 6. Collaborates with appropriate resources to schedule and deliver training (Training Department, District Leadership, Sites, Clients, etc.), ensuring all required documentation is complete and recorded 7. Maintains all appropriate training records and documentation in full compliance with MPW Standards and OSHA Regulations and proactively identifies opportunities to enhance the organization’s eLearning program; converting existing instructor-led courses to online, on-demand content. -
Technical Trainer - Instructional Designer - ConsultantBattelle Apr 2017 - Jun 2017Columbus, Ohio, UsShort Term contract:Create learning strategies and E-Learning curriculum. Deliver core courses in a variety of e-learning, in-person, and virtual formats. Measures, analyzes, and reports the effectiveness of learning solutions. • Using Captivate create e-learning courses, on multiple subjects to include technical, financial and customer service materials. • Maintains effective relationships with subject matter experts, preferred vendors, sponsors, and other key stakeholders. • Works with management to incorporate learning into release management and change management as part of the software development life cycle.• Attend and lead project planning meetings to facilitate smooth and effective launches. -
Technical Trainer - ConsultantNisource Nov 2016 - Feb 2017Merrillville, In, UsResponsible for providing training that implements Nisource and Columbia Gas's newest browser based website and iPhone application software to field employees and managers.• Provide feedback and changes to training materials and training processes. -
Technical Training ManagerVoltdelta Oct 2013 - Feb 2016Pittsford, Ny, UsResponsible for the company’s comprehensive training program, which focused on the design and delivery of knowledge management and technical training focused on improving product and service knowledge. Developed live and on-site interactive training programs for the cloud-based call center provider. Led collaboration with the corporate Documentation, Product, and Client Services teams in order to establish innovative training solutions for staff members and clients. Increase overall knowledge of products and services company-wide through knowledge management and training. Oversee the development and deployment of product trainingprograms; create and maintain training materials. Implement LMS for support of product line. Perform both on-site and/or live interactive training. Work with our Documentation, Product and Client Services teams and provide training solutions for our internal staff and clients. -
Technical TrainerSound Communications Feb 2012 - Mar 2013Grove City, Oh, UsFacilitate internal and external training classes by presenting job, company, and structure specific training. Determines system utilization requirements by researching and testing systems. Designs computer training manuals and presentations by identifying and describing information needs for specific client environments and uses. Create instructional videos for internal and external customers use. -
Instructional DesignerPercepta Oct 2010 - Mar 2012Allen Park, Michigan, UsAdvanced to lead curriculum development for 8 separate programs in the U.S. and Philippines on behalf of Ford Motor Company.Meet with clients to assess needs, define objectives and determine training scope; conduct performance gap analysis. Design instructor- and computer-based training programs to improve quality assurance, maximize customer service effectiveness, and implement computerized business functions for call center staff. Prepare well-designed training materials, job aids, and reference materials. Lead "train-the-trainer" sessions, providing new-hire training strategies and monthly sessions to address self- or client-identified performance challenges. Track metrics to evaluate program effectiveness and conduct post-project analysis to assess implementation quality and recommend training interventions. Maintain intranet site for U.S. and Philippines-based agents. Selected Contributions: Launched Ford's Customer Service's social media presence, incorporating multiple platforms, including Facebook, Twitter, Co-Tweet and the 3CSA Digital CRM portal, which significantly improved Ford's ability to reach and manage relationships with their customers. Developed targeted curriculum that resulted in an average 5% reduction in call handling time.Developed a well-received job aid to facilitate transition to Internet Explorer 8.0 that was subsequently incorporated into other programs and placed on the client's intranet site. -
Training SpecialistPercepta Dec 2003 - Oct 2010Allen Park, Michigan, UsProvided skills-based training for an average of 25 call center professionals per class, including new hire orientations and project-specific up-training. Researched and created training materials and led classes, incorporating lectures, group work, and hands-on learning opportunities. Evaluated trainee performance and made recommendations; ensured compliance with defined policies and procedures. Adapted instruction style to specific audience requirements. Recorded daily classroom metrics and observations. Collaborated with operations team leaders to transition trainees from classroom to call center. Attended internal and client program calibration meetings and "train-the-trainer" sessions. Completed remote training sessions for international students via webcam and the internet. Fulfilled Instruction Designer duties for one domestic and one international program. Selected Contributions:Gained international training experience preparing staff for new product launch in the Philippines.Created and delivered curriculum for launch of Ford Extended Service Plan's part's procurement process that has realized $8.5M in savings since '06, an average of $2M in savings per year.Maintained high retention rates for all courses; built strong rapport with learners and utilized strategies that maximized learner participation and interest. Trained and obtained Subject Matter Expert knowledge level for 5 concurrent projects within the United States, impacting a total of 48 agents. Trained and maintained Subject Matter Expert knowledge for 3 concurrent international projects impacting a total of 42 agents.
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Research & Assistance SpecialistPercepta Feb 2002 - Oct 2003Allen Park, Michigan, UsAssisted customer service representatives by researching problem accounts. Performed customer call-backs to alert customers that their issues were being handled. Tracked calls in Excel to provide feedback for training department.
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Program Operations Specialist / Lead AgentPercepta Oct 2000 - Feb 2002Allen Park, Michigan, UsProvided Tier 2 technical support for agents and customers. Developed and implemented spreadsheet to track customer concerns. Organized case studies, billing information, forecasting models, and call statistics. Assembled daily and weekly reports for Asia Pacific Group. Identified procedural and process flow issues and recommended efficiency improvements.
Melissa Key Skills
Training Delivery
Instructional Design
Customer Service
Customer Retention
Telecommunications
Technology
Delivering Technical Training
Technical Writing
Call Center
Train The Trainer Programs
Training Facilitation
Call Centers
Quality Assurance
Customer Satisfaction
Employee Engagement
Training
Voip
Team Leadership
Performance Management
Customer Experience
Captivate
Contact Centers
Program Management
Leadership
Employee Training
Troubleshooting
Coaching
Analysis
E Learning
Operations Management
Workforce Management
Addie
Software Documentation
Needs Analysis
Blended Learning
Technical Training
Learning Management Systems
Technical Support
Instructor Led Training
Vendor Management
Process Improvement
Sharepoint
Technical Documentation
Service Delivery
Performance Improvement
Bpo
Webex
Articulate Storyline
Frequently Asked Questions about Melissa Key
What company does Melissa Key work for?
Melissa Key works for Ernst & Young Global Consulting Services
What is Melissa Key's role at the current company?
Melissa Key's current role is Senior Learning and Development Consultant.
What is Melissa Key's email address?
Melissa Key's email address is mk****@****aep.com
What is Melissa Key's direct phone number?
Melissa Key's direct phone number is +132153*****
What skills is Melissa Key known for?
Melissa Key has skills like Training Delivery, Instructional Design, Customer Service, Customer Retention, Telecommunications, Technology, Delivering Technical Training, Technical Writing, Call Center, Train The Trainer Programs, Training Facilitation, Call Centers.
Who are Melissa Key's colleagues?
Melissa Key's colleagues are Shreena Bavisi, Pmp, Vishnu Pisharody, Angeline Tan, Angela Visser, Karthickeyan Kamalakannan, Charisa Walker, Mohamed Ihsan Arshad.
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