Lisa Melius, SHRM-CP, PHR, BBA.

Experience

• 

  Helen IT Systems/KM2 Solutions

  Jan 2003 - Jan 2004

  Customer Service/Sales Representative

  • Responding to inbound and outbound calls/sales opportunities. Maintain a consistent sales average to achieve team/client targets.

• 

  KM2 Solutions

  Jan 2004 - Jan 2005

  Team leader

  • Assisted with managing a team of 12 collections agents. Ensuring performance met and exceeded required client targets while providing coaching and development to manage performance.

• 

  KM2 Solutions

  Jan 2006 - Jun 2018

  Key Duties:Equip staff with the knowledge and practical skills to carry out work-related tasks. Motivator.Experienced in training and developing staff on auto finance (welcome, pre-funding, collections, customer service and sales), telecommunications and revolving credit accounts/programs. Maximum use of adult-learning techniques to increase retention and transfer of knowledge. Present information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos etc.Provide just in time training, performance management inclusive of coaching and development. Curriculum development that assists in up-training, increasing retention and increasing the knowledge capital of the organization based on the needs of the business. Acclimate new hires to the business and conduct orientation sessionsAssist with operational development initiatives.Deliver compliance training Assist with the selection process of new staff and internal promotions through competency interviewsManage training class attrition through follow up and employee developmental focus after transition to production.Monitor and review the progress of trainees Familiarity with traditional and modern training methods, tools and techniquesMentor and guide new hire organizational trainersAssist with planning, organizing, and implementating a range of training activitiesNOTABLE SKILLS:High level of business acumen and professionalism.Ability to measure and assess staff training needsExcellent interpersonal, communication and presentation skillsCapable of working with varying temperamentsFlexible teaching methodsMotivatorEmotional IntelligenceCurriculum Development Show less • Responsible for successfully managing teams with an average of 16 agents.My main responsibility was to ensure that each individual team member delivered maximum productivity in order to meet set targets/KPI'S. Responsible for motivating and driving performance in order to achieve this. Managing day to day production hours to ensure adequate compensation for employees.Provided coaching and development daily using techniques based on employee needs to work towards individual and team improvement. Developed innovative and creative ways of incentivizing and motivating my team to keep morale at a continuous high in order to maximize output. Completing spot-checks via side by sides and random recording reviews to ensure consistency in compliance to call expectations. Provided action plans for employees that performed below expectations and follow-up reports that were highly successful in improving employee performance. Assistance in the start-up of a new operations site inclusive of delivering training to a group of 40- 50 individuals due to rapid growth. Show less

  • Call Center Project Trainer

    Jan 2009 - Jun 2018

  • Project Supervisor Customer Service/ Collections

    Jan 2006 - Jan 2009
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  Sagicor Life (Eastern Caribbean) Inc

  Jul 2018 - now

  *Oversees the implementation of human resources policies, programmes and practices.*Serves as a consultant to management on human resource related issues and provides support to management on day-to-day HR functions.*Manages the employee experience within the EC & Belize *Plays a central role in change management *Takes a purpose driven approach to fulfilling the strategic objectives of the department and organization.*Assists with matters of compensation, industrial relations and employee engagement.*Recruitment and Selection*Serves as an HR Business Partner Show less Oversee the training portfolio within the EC and Belize.Responsible for communicating the mission, vision and values through strategic training initiatives. Identify training needs and develop or facilitate learning opportunities to bridge gaps.Facilitate annual training programme/opportunities for the Sales and Administrative team to equip all employees with current and future knowledge capital and skills needed for company sustainability and competitive advantage.Utilizing both modern and proven effective talent development mediums and tools that allow learners to not only learn but implement learning and have some fun while doing it. Show less

  • Human Resource Manager (Eastern Caribbean & Belize)

    Mar 2021 - now

  • Acting Human Resource Manager

    Feb 2021 - Feb 2021

  • Training Officer

    Jul 2018 - Feb 2021