Melissa Berthold Email & Phone Number

St. Louis, Mo, Us

• Developed M&Ps, Visio flows, quick reference guides, training videos, user guides/training manuals based on Technical Writing’s topic-based/DITA methodology and Instructional Design learning theories to meet learner’s and business needs. • Met with subject matter experts to document, publish and maintain existing and new processes for Engineering, IT, Change Management, Disaster Recovery, etc.• Partnered with Project Management, Engineering, and IT teams to schedule and write monthly blogs and post blog content for company intranet and move documentation content onto SharePoint.• Provided project management support for projects for Engineering, IT, Project Management, and Standards teams impacting Windstream’s business units.

Greater St. Louis Area

• Manage Technical Writing team during the life-cycle of large project initiatives to ensure deliverables and functions were met as defined by stakeholders/SMEs.• Review and edit Technical Writing team’s documentation to ensure content meets publication standards. • Provide coaching and feedback to Technical Writer’s to assist in reducing editing time for future documentation.

Greater St. Louis Area

• Researched requirements and interviewed business owners to develop release documentation, process flows, and publish core manuals three to four times a year.• Managed documentation projects throughout project lifecycle in establishing review and publishing milestones to meet release and implementation dates.• Partnered with training team to write quarterly departmental newsletter, and mentor peers in transitioning to DITA and Vasont.

St. Louis, Mo

– St. Louis, MO 2009-Present• Partnered with SME’s and analysts in documenting standard operating procedures on behalf of the U.S Army for both systems and non-system related projects.• Reviewed, edited and revised existing standard operating procedures for accuracy and compliance to established client standards.• Managed multiple projects simultaneously while meeting analysts and client’s timelines.• Partnered with peers to develop an initial style guide for the Technical Writer team to establish guidelines and ensure consistency. • Partnered with peer in developing the systems manual template for SharePoint usage. • Documented SOPs using Microsoft Word, InfoPath and Visio.• Utilized SharePoint to store and update SOPs.

• Successfully launched and operate consulting service providing training materials to clients• Currently partnering with high-profile financial organizations to create, develop and execute comprehensive training materials, with accountability for designing instructor-led classroom training and web-based self-paced training materials focused on new hires, customer service and sales associates.

Lee'S Summit, Mo

• Promoted to strategically develop and maintain online sales training materials supporting internal/external Account Representatives in penetrating and expanding competitive markets.• Conducted complex analysis of marketing and legal briefs to identify, develop and present final training manuals and online documents.• Spearheaded design and execution of Train the Trainer programs.• Optimized results by closely working with and monitoring Account Representative and Sales Teams to determine opportunities for enhanced performance.

• Proactively delivered initial and ongoing management/non-management training and promotional sales training programs and closely observed and coached representatives to maximize results in accordance with company policies and procedures as well as achieve superior sales, winback and call quality performance.• Steered monthly Brainstorming Sessions with call centers, encouraging widespread participation and feedback to ensure achievement of goals.• Actively partnered with Training, Sales and Quality Departments to develop and maintain productive partnership agreements and promote crucial teambuilding initiatives.