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Learning & Development, Customer Service, Training, Supervision

Location:
Zimmerman, MN
Posted:
November 07, 2019

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Resume:

Melodee Anderson-Davis

Zimmerman, MN 612-***-**** adar8q@r.postjobfree.com linkedin.com/in/melodee-anderson-davis

Learning and Development Specialist

Detail-oriented Learning and Development Specialist with over eight years of experience in development and facilitation in an HR Global Talent Management Department with a focus on customer service and sales. Proven ability to empower employees and provide motivational support. Known for ability to effectively lead teams by fostering teamwork and collaboration. Experience in topics such as soft skills, employee engagement, system functionality/enhancements, department policies, peer to peer training and sales strategies.

Core Competencies

Training Delivery Adult Learning Methodologies Analytical Thinking Planning Verbal and Interpersonal Communication Organization and Prioritization Employee Engagement Virtual and Classroom Training

Professional Experience

Staples HR Global Talent Management, Brooklyn Park, MN

Senior Learning Specialist March 2013 – May 2019

Facilitated learner focused classes: Onboarding/New Hire OP, Healthcare OP, Customer Service, Imprint, Sales, High Touch (which includes dot.com, account management and drop ship services), Cydcor, Restricted Rx’s, NICE, Knowledge Management (two versions), QuillSubscribe, PNI and Order Entry training courses for the entire Quill.com business unit in the US, Canada and Philippines.

Worked on one outsourcing project from a learning and development perspective. Led the project which included analyzing business needs, designing and developing new curriculum using the ADDIE model and working directly with third-party vendor to ensure proper transfer of knowledge.

Assisted third-party vendor in successfully implementing a Quill Call Center in the Philippines from beginning to end, which resulted in 90 employees successfully processing customers’ orders.

Developed or assisted in developing online self-paced e-learning modules using a variety of tools including:

Maintained integrity of Learning and Development documentation conventions across 10 locations for primary business partners and third-party vendor partners in Canada, USA, and the Philippines.

Cross-trained the applicable skill sets from one brand to another; Medical Arts Press to Quill.com. This resulted in all employees being able to answer calls and process orders for both companies.

Analyzed, designed, developed, training materials and activities for classroom use to accommodate multiple learning styles.

Supported different business units while building and maintaining strong business relationships by assisting with training system enhancements and attending call calibrations to ensure training and management expectations were similar.

Maintained communication with Marketing, IT, Imprints, Dropship and the Communications departments, as well as Customer Relations Management, Directors and VP’s to ensure all Customer Relations training materials remained current.

Utilized a variety of adult learning theory practices, and learning tools to deliver training programs including Adobe Captivate, Adobe Connect, WebEx, Skype, Audacity, Microsoft Office Suite, and internal OEM systems.

Quill.com & Medical Arts Press (A Staples Company)

Trainer/Training Specialist January 2011 – March 2013

Facilitated training in the classroom as well as virtually for a variety of skill sets. Developed training materials and activities for classroom use. Maintained written documentation of training materials and internal communications for current processes and procedures.

Developed training materials and activities for classroom use inclusive of practice worksheets, technical group practice, sales and soft skill group activities, role plays, as well as learning and job aids to further transfer of knowledge for learners.

Melodee Anderson-Davis

612-***-**** adar8q@r.postjobfree.com Page Two

Trainer/Training Specialist, continued

Utilized a variety of techniques such as hands on computer practice, lecture, memorization, role plays, and training clips to work with different learning styles.

Based on business needs, trained skills for New Hire/Order Processing, Imprint Verification, Customer Service, Sales, Soft Skills, and Incumbent Change Management courses across Canada and US for Quill.com and Medical Arts Press.

Collaborated with Subject Matter Experts in order to design and prepare learning and performance materials based on ongoing needs which included course outlines, PowerPoint presentations, facilitator guides, learner handouts, activities, call scenarios, simulations and learner assessments.

Made real time decisions with Managers and other Staples associates to adapt training delivery and implementation to a variety of situations.

Maintained communication with Marketing, IT, Imprints, Dropship and the Communications departments, as well as Customer Relations Management, Directors and VP’s to ensure all Customer Relations training materials remained current.

Tracked and reported training attendance and met with class helpers to discuss expectations.

Medical Arts Press & Quill.com (A Staples Company)

Call Center Supervisor – Inbound General Office/Order Entry September 1997 – December 2010

Supervised up to 23 direct reports. Trained, coached and developed staff to enable them to deliver quality results. Conducted interviews, performance reviews, and issued personal improvement plans.

Selected to conduct system enhancement training sessions (Order In Motion) in Canada to all existing Customer Service Representatives.

Conducted a variety of training sessions for Customer Relation Employees (e.g. Sales, System Enhancements and Skill Updates) and company-wide training (e.g. Fish! Philosophy)

Participated in Call Center selection process including job fairs, interviewing, etc. to assure employees were qualified and able to contribute to company and department goals.

Rewarded and recognized the achievements of employees to develop individual and group skills.

Education

Associate of Science (A.S.) Degree in Business Management, North Hennepin Community College

Professional Development

Security and Privacy Awareness (2017)

How to Give Tough Feedback That Helps People Grow (2017)

Preventing Discrimination, Harassment and Rehabilitation Enhanced v2 (2016)

Variety of free webinars offered by trainingindustry.com: Documentation and Development Boot Camp; Identifying and Closing Learning Gaps; Virtual Training (2015)

Performance Consulting (2014)

Telling Ain’t Training (2014)

Development of Training Materials (2013)

Removing the Barriers: Effective Virtual Training (2013)

Emotional Intelligence (2012)

Second Language and Cultural Awareness Training (2012)

Supervisory Leadership Series, Wilson Learning

Supervisory Leadership Class, Employer’s Association

Microsoft Word and Excel Classes, North Hennepin Community College

Seminars for Diversity, Conflict, Dealing with Problem Employees and different Age Groups

Accounting Classes, Hennepin Technical College, Minneapolis Technical College and North Hennepin Community College



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