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Customer Service Training

New Lisbon, WI, 53950
August 17, 2012

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Melody Koecher

N**** Half Moon Bay Dr.

New Lisbon


Areas of expertise

Team leadership

Training and development


Information design and delivery

Technology Snapshot

Microsoft Office Suite




Professional Experience 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

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