Melinda Merrill
San Antonio
Summary
Accomplished professional with a strong background in fostering organizational success through strategic training and partnerships, particularly within the financial services industry, in her roles at USAA and past organizations. Proven ability to enhance member experiences through data analysis and support recruitment processes by collaborating with hiring leaders and evaluating talent. Aiming to utilize these skills to drive early talent initiatives and support organizational objectives. Recognized for a robust work ethic, adaptability, and a commitment to continuous professional development.
Overview
14
14
years of professional experience
Work History
Business Process Owner
USAA
04.2023 - Current
- As Business Process Owner (BPO), ensured process clarity and effectiveness for MSRs by creating easily understandable procedures, proactively identifying defects through feedback monitoring, and driving issue resolution.
- Managed knowledge content, improved process efficiency through data analysis, and mitigated risk.
- Data analysis of call monitoring, member feedback, and complaints enabled me to identify key themes, develop business requirements, and drive process improvements.
- Advocated for MSRs and the Contact Center, influencing streamlined processes and automation through stakeholder communication.
- Actively managed and mitigated risk for assigned processes through control performance monitoring and adherence to BRI/KPI/Reports.
Digital Technical Product Manager
USAA
05.2017 - 04.2023
- Drove a member-centric approach in Bank Digital Operations by analyzing feedback, mapping journeys, and prioritizing improvements to reduce friction and enhance member experience, while ensuring compliance with Advocacy Handled/UDAAP Complaints.
- Collaborated with design teams in usability sessions, designing intuitive flows for the online and mobile app experiences, and conducting live member testing with paper mockups to validate ease of use.
- Led data analysis and journey mapping to optimize online and mobile experiences.
- Improved member satisfaction by reducing digital friction.
- Managed Advocacy Handled/UDAAP Complaints initiatives, ensuring compliance and improving member advocacy scores.
- Enhanced deposit pages based on member behavior, pain points, and usability testing.
- Deepened member relationships through needs assessment and solution offerings, driving product acquisition across P&C, Banking, Insurance, and Mortgage products.
- Facilitated the Video MSR process for products not offered in the center or during peak times, improving service efficiency and member satisfaction.
Financial Center Specialist
USAA
10.2014 - 05.2017
- Delivered exceptional member service by onboarding clients, facilitating product sales, and offering tailored financial solutions, while enhancing service efficiency through innovative channels and proactive problem-solving.
- Provided on-the-job training to new-hire Financial Center Specialists, ensuring they were equipped to deliver the same high standard of service.
- Licensed in Auto, Homeowners, and Umbrella Insurance.
- Cross-skilled for deposit acquisitions.
- Onboarded, serviced, and facilitated product sales across various channels, primarily face-to-face.
- Deepened member relationships through needs assessment and solution offerings, driving product acquisition across P&C, Banking, Insurance, and Mortgage products.
- Facilitated the Video MSR process for products not offered in the center or during peak times, improving service efficiency and member satisfaction.
Business and Personal Banker
Chase Bank
02.2012 - 10.2013
- Acquired and deepened customer relationships by providing tailored financial solutions and exceptional service.
- Proficient in all aspects of account management and client education.
- Supported branch growth through college recruiting events and partnered with the Bank at Work liaison to acquire corporate clients.
- Assisted in hiring decisions.
- Supported branch growth through college recruiting events.
- Partnered with the Bank at Work liaison to acquire new clients.
- Participated in on-the-spot and scheduled interviews, contributing to hiring decisions.
Education
Master’s Degree(MBA) -
University of The Incarnate Word
San Antonio, TX05.2024
Master’s Degree(MAA) - Organizational Development
University of The Incarnate Word
San Antonio, TX12.2019
Bachelor’s Degree - Human Resources
University of The Incarnate Word
San Antonio, TX05.2017
Skills
- Risk management
- Leadership
- Project management
- Process improvement
- Member experience
- Cross-functional collaboration
- Compliance and risk mitigation
- Training and development
- Data analysis
- Communication skills
Expertise
- Risk Management, 9
- Leadership, 11
- Project Management, 11
- Process & Change Management, 9
Professional Highlights
- Eagle Navigator – New Travel Rewards Credit Card Launch Contact Center Readiness.
- Developed MSR training and knowledge resources for a new product.
- Simplification of MSR Submit CC Application Flow.
Timeline
Business Process Owner
USAA
04.2023 - Current
Digital Technical Product Manager
USAA
05.2017 - 04.2023
Financial Center Specialist
USAA
10.2014 - 05.2017
Business and Personal Banker
Chase Bank
02.2012 - 10.2013
Master’s Degree(MBA) -
University of The Incarnate Word
Master’s Degree(MAA) - Organizational Development
University of The Incarnate Word
Bachelor’s Degree - Human Resources
University of The Incarnate Word
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