Melody Koecher
N**** Half Moon Bay Dr.
New Lisbon
h1jj1n@r.postjobfree.com
Areas of expertise
Team leadership
Training and development
Coaching
Information design and delivery
Technology Snapshot
Microsoft Office Suite
Photoshop
Dreamweaver
SharePoint
Professional Experience
Overstock.com 2006 to present
Corporate Trainer/System Administrator
Create blended learning plans
Assist employees in developing career paths
Create and maintain SharePoint communities
Create and maintain training materials such as manuals, books, some online courses, and other online resources
Create and facilitate classroom trainings on Microsoft Office Suite and business writing
Created and manage corporate career center, including a lending library of over 700 books and other media items
Manage learning management system (SkillPort) including creating, modifying, and disabling users and courses, changing the appearance of the system, and resolving system issues
Report on the usage of training resources
Determine and track ROI of the resources I am responsible for
Created and administer all aspects of the tuition reimbursement program
Customer Service Team Lead, Escalations Team (sup desk)
Led a team of up to 19 elite customer service agents
Employee development
Dispute resolution
Monitoring of workload, work production, work quality, and employee schedules
Knowledge Officer
Managed Internal Knowledge Base
Led training initiatives
Review and manage all training material
Wrote “canned” emails used by Customer Service to communicate with customers
Customer Service Quality Coach
Monitored and scored customer contacts (phone, email, and live chat)
Face to face coaching with agents
Develop improvement programs for agents
Utah College of Massage Therapy 2004 – 2006
Admissions Representative
Recruitment and enrollment of new students
Assist with the financial aid process
Assist finding work and housing for out of state students
Bala’s Harley Davidson 2003 - 2004
Motorclothes Manager
Buying and displaying merchandise
Organizing store events and sales
Resolving conflict with customers and employees
Training and development of employees
Cash management