Vilt Support Senior Analyst, Senior Customer Service/Fulfillment
Resume:
Melinda Erin Keske
**** ***** *** ***** ******, Illinois 60502
************@*****.***
SUMMARY
Enthusiastic and dedicated Training Professional thoroughly familiar with
all aspects of training from administration and material distribution to
facilitation and faculty procurement. Strong communication, organizational
and customer service skills resulting in client satisfaction. Committed to
team environment dynamics with the ability to contribute both expertise and
leadership. Accustomed to working under tight deadlines.
CORE QUALIFICATIONS
Virtual classroom set-up and delivery
Skilled in Adobe Connect, Lync and Meeting Place
Learning Management Systems
Sharepoint
Experienced peer trainer
Instructor led training coordination
Quick study computer applications
Strong organizational skills
Sharp problem solver; win-win conflict resolution
Collaborative team member
Supervisory skills
Self-starter
PROFESSIONAL EXPERIENCE
BCForward (Contractor)
Accenture Learning, St. Charles IL
Virtual Instructor Led Training Support Senior Analyst 2012-2015
. Moderator support including session set-up, faculty preparation,
post session wrap-up for internal global virtual training.
. Technical support, problem solving and issue resolution for virtual
training sessions in Adobe Connect, Meeting Place and Lync.
. Tested and developed procedures for Lync dial-in process within
Adobe Connect and for Lync as a stand-alone training tool.
. Trained managers and peers on new processes and procedures for
providing virtual training using Adobe Connect and Lync.
. Collaborated with high profile faculty and participants to ensure
successful training sessions.
Faculty Procurement Specialist 2011-2012
. Procure qualified faculty for classroom and virtual training.
. Communicate with faculty regarding travel and housing logistics
prior to session and maintain communication throughout the session.
. Manage and maintain Share Point sites, Learning Management Systems,
Microsoft Outlook and Excel spreadsheets.
Instructor Led Session Support Specialist 2010-2011
. Assisted with the planning and delivery of training events for
Accenture professionals globally.
. Provided faculty and participant communications, managed
registrations and logistics.
. Requested/Prepared Materials.
Material Fulfillment 2010-2012
. Managed on-time delivery of session materials for Instructor-led
courses.
Accenture, St. Charles, IL 2005-2009
Senior Customer Service/Fulfillment Analyst
Managed on-time delivery of session materials for both internal and
external clients with skilled attention to details and logistics.
. Created procedures for processing all external client materials and
trained global team members to perform said duties.
. Assembled materials and created print specifications for over 85% of
the company's internal training sessions.
. Constructed a tracking procedure for all internal material orders
resulting in an order accuracy rate of over 98%.
. Implemented process improvements reducing rush charges by 75%.
. Completed orders within standard delivery times meeting established
Service Level Agreement 100% of the time.
. Monitored inventory levels and usage; initiated purchase orders for
replenishment
. Worked with international vendors to quickly locate lost shipments.
. For an external client:
o Set-up over 450 training materials files on a vendor order
site including print specifications.
o Created a spreadsheet listing all of the components needed
for each course to increase ordering accuracy to over 98%.
Super Target, St. Charles, IL 2002-2005
Guest Service Team Lead
. Created a fast, fun and friendly environment for guests and
employees.
. Part of team responsible to hire and train over 300 employees as
well as set up shelving and merchandise for first Super Target in
Illinois.
. District Trainer responsible for training other Guest Service Team
Leads for stores within District, including Streamwood, Glendale
Heights, Warrenville, Algonquin and South Elgin.
. Trained and assisted all customer-facing employees; Cashiers, Guest
Services, Food Avenue and Cart Attendants.
. Assisted Guests with issues or complaints, working to create a win-
win solution.
. Wrote and presented employee reviews after 90 days, and annually
throughout their employment.
. Assisted in the training and promoting of four cashiers to lead
positions.
Arthur Andersen, St. Charles, IL 1995-2002
Night Shift Supervisor, print and warehouse operations 10/00 - 4/02
Production Associate 12/99 - 10/00
Focus Factory Technician 4/95 - 11/99
COMMUNITY LEADERSHIP ACTIVITIES
Choral Director
Direct Cherub Choir (ages 3-5) at Gary Memorial UMC, Wheaton
IL. 2001-present
Youth Group Counselor
Team Lead responsible for middle school youth group for Gary
Memorial. 1999-present
Chaperone annual Youth Mission Trip for high school youth at
Gary Memorial. 2002-present
EDUCATION
University of Evansville, Evansville, IN
Bachelor of Science degree in Commercial Art
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