Lisa Melo
Mississauga,ON
Summary
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
15
15
years of professional experience
Work History
Content & Soft Skills Training Manager
Etraveli Group
03.2022 - 08.2023
- Managed teams of remote and in-house soft skills trainers, ensuring optimal team performance through established KPIs, coaching, and skill development initiatives
- Developed and maintained comprehensive training schedules, ensuring optimal utilization of resources and minimizing downtime
- Fostered a positive work environment through regular team meetings, open communication channels, and recognition programs
- Conducted daily data analysis on CSAT using Qualtrics, ensuring a real-time understanding of our current customer satisfaction levels
- Utilized insights to make data-driven decisions and implement improvements to enhance overall customer experience
- Collaborated closely with the QA team as a Training Manager, ensuring the continuous relevance of agent training materials for both calls and emails to align with customer expectations
- Created cross-cultural training programs concerning Soft Skills, focusing on cultural sensitivity, adaptability, and global teamwork
- Maintained learning management system (LMS) and other training software.
Content Operations Manager
Etraveli Group
08.2021 - 03.2022
- Managed and created content which included daily blog posts via SHELF, a knowledge management system
- Regularly delivered comprehensive reports to stakeholders on team and location compliance with required content, highlighting the effectiveness of our process improvement initiatives
- Exhibited exceptional verbal, written, and interpersonal communication skills while collaborating with diverse teams across global departments, ensuring seamless coordination
- Presented data on a weekly and monthly basis to ensure up-to-date knowledge and adherence to current procedures
- Collaborated with teams across departments to ensure successful implementation of content initiatives
- Created learning content, tests, and surveys, via LMS, Learning Management Software.
Training Manager
Flight Network
02.2019 - 08.2021
- Managed and oversaw training delivery of in-house and outsourced trainers remotely and in-person
- Provided feedback and coaching to employees on their performance after training
- Delivered a blended learning approach to meet the needs of a diverse workforce, utilizing various approaches such as theory, quizzes, role-playing, and group activities
- Monitored and analyzed training session durations, making data-driven adjustments to optimize efficiency and enhance the learning experience
- Conducted assessments to measure the effectiveness of training programs
- Served as the designated Training POC for Flight Network during the acquisition by Etraveligroup
Process & Soft Skills Trainer
Flight Network
10.2013 - 02.2019
- Played a pivotal role in the entire process development lifecycle, commencing with brainstorming sessions, identifying process gaps, conducting QA testing, implementation, and the creation of detailed agent instructions
- Managed and created all process content for agents via WIKI, agent intranet
- Onboarding of new hires including multiple account setups and management
- Conducted regular assessments to measure trainee comprehension of course material and identify areas of improvement
- Evaluated existing processes and procedures related to customer service operations
- Identified potential areas for process improvement based on analysis of call center trends
- Developed and delivered comprehensive training programs for new call center hires remotely and in-person, emphasizing customer service skills and technical proficiency
- Conducted train the trainer with BPO team and audited training material to ensure accuracy across all sites.
Call Quality Specialist
Flight Network
10.2012 - 10.2013
- Demonstrated ability to analyze and interpret call quality data, identifying areas for improvement
- Analyzed call center metrics such as average handle time, first call resolution rate, and abandonment rate
- Provided coaching and constructive feedback to agents to improve call quality scores
- Trained agents on proper telephone etiquette and communication techniques
- Conducted regular audits of recorded calls to evaluate agent compliance with standards
- Developed and maintained effective relationships with vendors and suppliers.
Travel Sales Consultant
Flight Network
06.2011 - 10.2012
- Created itineraries tailored to customer needs, budget, and time constraints
- Utilized computer reservation systems to book flights, hotels, car rentals, and other services
- Developed strong customer service skills while providing travel advice and solutions to customers
- Demonstrated excellent communication skills when interacting with customers via telephone or email
- Handled client complaints promptly and professionally
International Travel Consultant
Flight Centre
11.2010 - 06.2011
- Utilized strong problem-solving abilities to quickly resolve customer inquiries related to flights, visas, passports, and other travel needs
- Provided professional customer service to international travelers, displaying excellent communication and interpersonal skills
- Generated detailed itineraries for customers based on their individual preferences and budget constraints
- Developed relationships with outside vendors such as hotels, car rental companies, and tourist attractions
Travel Sales Consultant
Flight Network
05.2008 - 09.2010
- Created itineraries tailored to customer needs, budget, and time constraints
- Demonstrated excellent communication skills when interacting with customers via telephone or email
- Generated reports regarding sales performance metrics for management review
- Developed strong customer service skills while providing travel advice and solutions to customers
- Maintained accurate records of customer transactions using a CRM system.
Education
Diploma - Tourism & Travel
Sheridan College
Oakville, ON04.2008
Skills
- Verbal and written communication
- Staff Training and Development
- Cross-cultural communication and training
- Public Speaking
- Presentation Delivery
- Customer Focus
- Process Improvement
- Interdepartmental Collaboration
- Time Management
- Proficient in Google Workspace, Microsoft Suite, Adobe, Zoom, Slack, Jira, Genesys, CRM, Freshdesk, Shelf, TalentLMS, and Wiki
Business Travel Experience
- Mumbai & Pune, India: Accumulated a total of 1.5 years in India through multiple business visits.
- Conducted training sessions for new hire classes ranging from 10 to 20 participants, monitoring performance and providing floor support.
- POC for the launch of a new call center in Pune, contributing to setup, training, and performance improvement initiatives. - Collaborated with various departments, including IT, training, and sales.
- Manila, Philippines: Conducted a one-month visit to outsourcing partner Teleperformance (BPO).
- Led "train the trainer" sessions and facilitated the sharing of best practices.
- Uppsala, Sweden: Two-week visit at Etraveli Group's head office.
- Engaged in activities focused on learning, knowledge sharing and relationship building.
Timeline
Content & Soft Skills Training Manager
Etraveli Group
03.2022 - 08.2023
Content Operations Manager
Etraveli Group
08.2021 - 03.2022
Training Manager
Flight Network
02.2019 - 08.2021
Process & Soft Skills Trainer
Flight Network
10.2013 - 02.2019
Call Quality Specialist
Flight Network
10.2012 - 10.2013
Travel Sales Consultant
Flight Network
06.2011 - 10.2012
International Travel Consultant
Flight Centre
11.2010 - 06.2011
Travel Sales Consultant
Flight Network
05.2008 - 09.2010
Diploma - Tourism & Travel
Sheridan College
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