Storyline 360 / Rise
Melody A. Ross
Eureka,MO
Summary
Results-driven Learning & Development professional with over 12 years of experience in Leadership and Instructional Design, specializing in data analysis to identify training and process improvement opportunities, as well as measuring program effectiveness. Demonstrates strong communication and collaboration skills across all organizational levels, meeting with stakeholders on a weekly basis to ensure alignment with business needs and priorities. Expertise includes project management, needs analysis, and the creation of engaging, learner-centered content that drives measurable performance improvements. Committed to leveraging innovative design principles to enhance learning outcomes and foster behavioral change.
Overview
20
20
years of professional experience
14
14
Years of Instructional Design Experience
6
6
Certifications
9
9
Years of Post-Secondary Education
Portfolio
New Hire eLearning Course
Self-Service Infographic
Sample Facilitator Guide
Skills
- ADDIE
- Storyboarding
- Train-the-Trainers
- Stakeholder Relations
- Problem-Solving
- Consulting
- Agile/Waterfall
- Presenting to Leadership
- Strategic Decision-Maker
- Forward-Thinking Approach
- Effective Time Management
- Process Improvement
- xAPI
Software
Snag-It
Vyond
Wellsaid
Xyleme Editor
Camtasia
Canva
LMS
Jira
Microsoft Office
Work History
Senior Manager, Learning Delivery
Charter Communications, Spectrum
St. Louis
06.2021 - 03.2025
- Consistently achieves departmental goals by:
o Defining clear targets and objectives, and communicating downstream
o Developing and leading high-performing teams
o Streamlining process documentation to reduce duplication that resulted in a 350% increase in employee interaction within the content - Successfully manages a team of 20 high-performing Instructional Designers, Technical Writers, and Managers who produce high-quality content, supporting 21 call centers, guaranteeing outputs are delivered on time and aligned with business objectives
- Leverages project management best practices to manage both large scale projects to introduce new tools, processes, and merging of departments
o Monitors over 135 high-priority projects resulting in over 1,200 outputs annually - Successfully navigates complex project challenges, including change management requests, tight deadlines, stakeholder resistance, and resource limitations, demonstrating exceptional leadership skills and my ability to cultivate strong relationships with business partners
- Analyzes data to identify training opportunities and process gaps for frontline employees to close learning gaps, resulting in outputs that improve first call resolution and average handle time metrics and provide hands on experience leveraging real-word scenarios
- Drives process improvement and standardization department wide, designed and implemented a project scope workflow and a learning effectiveness review aligned with the Kirkpatrick Model
- Interviewed and hired employees, and implemented an employee engagement program to promote positive feedback and engagement activities.
Instructional Design Manager
Charter Communications, Spectrum
St. Louis
03.2019 - 06.2021
- Led curriculum redesign and maintenance programs, taking full ownership and accountability for planning and execution, to ensure quality content and timely project completion
- Successfully onboarded two departments into the L&D portfolio by hosting weekly calls with executives, explaining what success looks like, reviewing the support structure, and setting expectations
- Modernized the learning experience by proactively identifying and launching two new virtually compatible learning modalities, within a year, to better support evolving business needs
- Provided consistent and informative weekly updates to executive leadership, ensuring transparency and alignment on key initiatives
- Contributed to the development and implementation of instructor-led training (ILT) programs, incorporating feedback to meet project deadlines and increase team capacity
- Drove team innovation and encouraged team members to think outside the box to further enhance their existing skills
- Evaluated employee performance and conveyed constructive feedback to improve skills and enhance existing skills
Lead Instructional Designer
Charter Communications, Spectrum
Eureka
07.2014 - 03.2019
- Pioneered a new and innovative curriculum format for all new hire and instructor-led training, enhancing learner engagement and knowledge retention
- Served as an expert within my team for instructional design processes and project management best practices, fostering professional development within the team
- Collaborated with stakeholders to identify learning requirements and designed the complete learning journey for the successful transition of two sites, providing a seamless experience for employees
- Aligned all L&D resources with design principles and the overall learning journey, optimizing the effectiveness of training programs
- Managed instructional design projects and consistently delivered project timelines with minimal supervision, demonstrating strong organizational skills and initiative
Instructional Designer
Macy's Credit and Customer Service
St. Louis
03.2011 - 06.2014
- Collaborated with domestic and offshore centers to conduct a needs analyze on current business practices, policies, and procedures, guaranteeing scope accuracy and relevant, effective training materials
- Independently managed instructional design projects, consistently delivering ahead of project timelines with minimal supervision
- Designed and developed instructional materials for a variety of project-based training programs, including Frontline New Hire Training, tool launches, leadership development, and backline functions for both domestic and offshore employees
- Proactively proposed innovative ideas to improve departmental processes and business outcomes, contributing to continuous improvement initiatives
Sales Supervisor
05.2005 - 03.2011
- Led a team of 10-15 Sales representatives, providing ongoing coaching and development to improve performance in quality, customer service, customer effort, and first call resolution
- Identified the root causes of high customer effort by collecting and analyzing relevant data, leading to targeted improvements in processes and procedures
Education
Master of Science - Industrial & Organizational Psychology
University of Phoenix
07.2023 - Current
Bachelor of Science - Health Administration
University of Phoenix
09.2013 - 01.2016
Associate of Arts - Business Administration & Management
St. Louis Community College
02.2009 - 08.2013
Certification
- 2025: NSLS Foundations of Leadership (Expected: April)
- 2025: Agile Scrum Master (Expected: April)
- 2022: Metrics for Workplace Learning
- 2019: eLearning Instructional Design & Development
- 2017: Instructional Design
- 2017: Introduction to eLearning Theory & Practice
- 2016: Instructional Design, eLearning & Project Management
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