Melissa Roth-Giffen Email & Phone Number

Using adult learning concepts, I developed and implemented a comprehensive training strategy for all employees, including executives, which included creation of job aids and facilitated sessions. Before each session, I performed needs assessments in order to develop a strategic training plan and deliver timely and engaging classes. Topics included Leadership Training, Customer Service, and others. Upon tracking program effectiveness, answers to the question of, “I believe in my abilities to do… Show more Using adult learning concepts, I developed and implemented a comprehensive training strategy for all employees, including executives, which included creation of job aids and facilitated sessions. Before each session, I performed needs assessments in order to develop a strategic training plan and deliver timely and engaging classes. Topics included Leadership Training, Customer Service, and others. Upon tracking program effectiveness, answers to the question of, “I believe in my abilities to do my job” improved by 25%. Consulting with the COO and the Head of Sales, I created a training process from the ground up for Account Executives, focusing on sales process, product knowledge, and software fluency. With this curriculum, the time between an Account Executive being hired, and paying for themselves via sales reduced from 90 days to 30 days. Learning included the creation of a learning database self-service portal for all AEs.I developed a new orientation and onboarding training process, ensuring that new hires got the information needed for their daily role, but also made connections with as many team members as possible in the first week of work. Orientation sessions were modified based on learner needs, as employees were hired globally. Based on our company Core Values, I created a set of Fundamentals to fortify culture. These fundamentals were 25 statements that provided a framework of how employees should act. These were rolled out through a series of informational sessions, leader training, and tangible collateral. I created Credit Suite’s first DEI focus group, which met quarterly to start the discussion of why DEI matters in an organization. The group created a company Culture Statement, as well as facilitated discussions about unconscious bias, hiring best practices, and how DEI could be represented in external facing marketing. I assisted with all aspects of the HR department, including LMS systems, recruiting and hiring, and employee relations. Show less

Lake Wales, Florida

I provided leadership, mentorship, support, and direction to a team of 20 salaried and hourly staff members, where I was in charge of hiring, training, scheduling, and coaching. I served as the Learning and Development contact for the organization. putting together training sessions for various teams, with topics ranging from safety to employee engagement to customer service.The Gardens lacked a clear set of Visitor Service Standards. To remedy this, I created, designed, and facilitated… Show more I provided leadership, mentorship, support, and direction to a team of 20 salaried and hourly staff members, where I was in charge of hiring, training, scheduling, and coaching. I served as the Learning and Development contact for the organization. putting together training sessions for various teams, with topics ranging from safety to employee engagement to customer service.The Gardens lacked a clear set of Visitor Service Standards. To remedy this, I created, designed, and facilitated a new Service Culture, “Make it A Bit Better.” This culture was initially facilitated to 108 staff members, over 200 volunteers, as well as the Board of Directors, both in person and virtually.To provide accurate and consistent information to staff, I streamlined internal communication, which included launching a weekly newsletter to all employees and volunteers. Newsletters consistently had a 70-75% read rate among staff.I managed a department budget of $500,000 and an organizational budget of $7,000,000, finding cost savings annually that still allowed the department to surpass KPI goals.Led the Executive Steering Committee for Bok Tower Garden events, creating programs such as concerts, dinners, festivals, educational classes and other activities from the planning stage to day of execution. This included handling contracts for all third party vendors Show less

During my time as a Guest Service Manager, I led a team of 250 Cast Members in both attractions, park arrival, and custodial daily, ensuring that they upheld the Disney Service Standards at all times. I also spent time as a Delivery Coordinator at the Disney University, teaching the eight hour Traditions program to thousands of Cast Members on their first day of work, including onboarding over 5500 college interns in a six week period. During this time I performed Manager on Duty functions… Show more During my time as a Guest Service Manager, I led a team of 250 Cast Members in both attractions, park arrival, and custodial daily, ensuring that they upheld the Disney Service Standards at all times. I also spent time as a Delivery Coordinator at the Disney University, teaching the eight hour Traditions program to thousands of Cast Members on their first day of work, including onboarding over 5500 college interns in a six week period. During this time I performed Manager on Duty functions supporting the onboarding lifecycle, and assisted with the rollout of a redesigned new hire orientation experience.I served as the liaison between operations and leadership during the opening of a nighttime spectacular, crafting a plan with a goal to ensure a safe and enjoyable experience for thousands of guests nightly. Satisfaction scores for the show reached 90% within the first two weeks of opening. I was consistently regarded as the “go-to” person to improve operational processes and achieve a seamless experience for guests and cast. Show less

Bachelor Of Arts (Ba), History

Bachelor Of Arts (B.A.), Psychology