1. MELISSA J.J. HUDON
7 SAVAGE COURT, PEMBROKE, NH 03275
myssnme3@comcast.net | 603.494.1664 | linkedin.com/in/melissahudon
Versatile background includes business analysis, project coordination, training, program development, and
customer service roles. Effective as manager, team member, and individual contributor. Takes initiative to
improve processes and help co-workers. Maintains positive, can-do attitude.Eager to learn new systems.
BUSINESS ANALYSIS AND PROJECT MANAGEMENT
Streamlines processes and prioritizes continuous improvements via research, thorough analysis of data,
listening to SMEs and BAs, and engagement of vendors. Combines critical thinking with persistence.
Steers projects to completion via smooth running meetings and processes. Increases project team buy-in
/ participation. Coordinates analytical problem solving and project-oriented efforts to meet businessobjectives.
TRAINING AND PROGRAM DESIGN
Develops and delivers customized learning solutions, from 1-on-1 coaching to eLearning to multiple-
day classroom trainings. Continually seeks to improve organizational decision-making through the
collaborative process. Designs and delivers training to maximize impact for all learners.
CUSTOMER SATISFACTION
Focuses on the end-user experience, understanding that each customer has their own definition of
customer service excellence. Seeks feedback, analyzes data, adjusts approaches, and supports a win-win
team effort. Models total commitment to internal and external customer satisfaction.
EXPERIENCE
ST. MARY’S BANK CREDIT UNION, Manchester, NH 1999 - 2016
Business Analyst / Project Manager– Core Conversion Training
Led and coordinated training and related analysis and documentation efforts during 18-month software system
conversion which impacted entire 225+ employee,9-branch organization. Illustrative accomplishments:
 Managed complex training project, teaming with vendor and organization SMEs in Symitar’s 1st-
ever conversion from banking to credit union system. Developed customized materials for Episys
and 25 other systems. Served on weekly Change Control Board, reviewing 10+ tickets/week.
 Provided technical support to employees by phone or via HelpDesk, assisting with upgrades and
maintenance, implementing program fixes, streamlining processes, identifying/fine tuning best
practices, drafting and publishing organizational procedures. Extremely busy schedule included
multiple daily meetings and WebEx sessions. Teamed with Business Analysts on multiple projects.
 Supervised efforts of 12 SMEs for 6 months and trained SMEs to become instructors, providing
multiple classroom trainings, 20-60 minute small group trainings and 1-on-1 coaching.
 Created 5-20+ pages of training materials for each of the 25 modules, as well as 20-page practice/
demo training document. Training focused on front-end and sales/loans functions.
Manager – Training Department
Developed newly created department, streamlining and enhancing existing training efforts. Versatile roleincluded
identifying needs, creating a volumeof training materials, and delivering instruction. Illustrativeaccomplishments:
ORGANIZATION and MANAGEMENT
 Increased total preparation/compliance and training hours dramatically to average 90-170+/month
by listening to SMEs, analyzing requirements, and researching best practices. Developed 5-9+ new
courses/ year and boosted training attendance from under 100 to 630+ over 5 years.
 Managed vendor relationships to maximize cost-benefit impact of online and classroom training.
Researched and analyzed options, created budgets, andpresented findings and recommendations.
 Supervised 2 trainers, including coaching,managing performance,observing in-the-classroom, and
training-the-trainers to deliver new programs. Developed 4-page training preparation tool.
 Initiated master schedule and managed 2 training rooms – one with 12 workstations and the other
with 60+ seats. Served on 15-member Retail Operations Committee.

2. MELISSA J.J. HUDON PAGE 2 OF 2
ST. MARY’S BANK CREDIT UNION continued
PROGRAM DESIGN and FACILITATION
 Spearheaded numerous program developments, including new eLearning system, improved
onboarding, Technology Red Carpet session, and GAP insurance training. Increased to 12
compliance course offerings with 5 owners and 11 SME support courses with 11 SME owners.
 Instructed numerous workshops and courses throughout the year for groups with as little as 5
people, as with TLC for Managers, to groups of 70+ people, as with Teller Training and Teller
Capture. Courses ranged in length from 2 hours to 6 days in length. Adapted instruction content
and style to a wide range of participant learning styles. Solicited and analyzed feedback.
 Developed 2-4+ hour customized trainings for technical updates, supplementing learning by
creation of job aids - each up to 5 pages, including screenshots - to support SME coaching.
 Enhanced training effectiveness with efforts such as taking new teller training off the front line and
into the classroom. Reduced anxiety and improved retention. Involved SMEs for best result.
 Developed, purchased, or customized numerous new training programs, ranging in content from
MS Office and software releases to Managing Change, Selling, and Dealing with Difficult People.
Developed dozens of easy-to-use tools and worksheets to support learning beyond the classroom.
Senior Contact Center Representative – MemberContact Center
Trained and coached new hires and supported 12+ peers,resolving customerchallenges, maintaining consistently
high performance metrics,and taking initiative to improve internal processes. Illustrative accomplishments:
 Initiated creation of multiple job aids and “cheat sheets” that simplified procedures, such as with
use of tran-codes during teller transactions and with internal account transfers.
 Served on Branch ContactCenter Shadow project team, which improved the working relationship,
communication, and understanding between branches and the Contact Center.
 Supported cross-functional beta-testing teams, including daily testing of software releases.
 Created multiple sales promotions to enhance motivation, including: “Race Horse” checking board,
“Goal Busters” song, and “Call Bingo.” Served on Browser Rollout and Safety teams.
 Answered average of 50+ questions/day from co-workers while taking average of 75+ calls/day
and maintaining less than 3% abandonment rate.Realized scores of 100% on mystery shops.
SHAW’S SUPERMARKETS, Merrimack, NH 1995 - 1999
Checkout Shift Supervisor / Service Desk Clerk
Ensured highest levels of customer satisfaction in versatile role. Duties included:scheduling staff;providing
cashiers with overrides,authorizations, loans/cash flow;resolving customer disputes and complaints; creating
monthly product accuracy tests;and opening/closing the Service Desk and Check Out Departments.
REPRESENTATIVE CERTIFICATIONS, EDUCATION, AND TRAINING
Certifications
National CUNA Certifications: Leadership Sales Strategies, Advanced Sales Strategies, Call Center
Sales Strategies, Core Sales Strategies, and Teller Referral Program; Mortgages and Refinancing
Education
2 years completed toward BA degree in Business Administration and Management, 1998-2000
University of New Hampshire, Manchester, NH
Training
Building Courses within e-Learning Management Systems, Trainer Development Workshop,Principles
of Adult Learning, Blended Learning, What’s My Learning Style, Developing Great Managers, Stress
Management, Conflict Resolution, Fraud Prevention, Mastering the Artof Communication, Everything
DISC, Giving and Receiving Feedback and Constructive Criticism, and Managing Multiple Projects