Melissa Key Email & Phone Number

Nassau, Bahamas, Bs

Nassau, Bahamas, Bs

Columbus, Oh, Us

First phase of a multi-program IT roll out. This phase is responsible for IBM Maximo training to approximately 14,000 users.

Columbus, Oh, Us

Lead 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

Hebron, Ohio, Us

Partners 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.

Columbus, Ohio, Us

Short 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.

Merrillville, In, Us

Responsible 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.

Pittsford, Ny, Us

Responsible 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.

Grove City, Oh, Us

Facilitate 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.

Allen Park, Michigan, Us

Advanced 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.

Allen Park, Michigan, Us

Provided 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.

Allen Park, Michigan, Us

Assisted 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.

Allen Park, Michigan, Us

Provided 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.