Melinda Noland
Hardeeville,SC
Summary
Motivated and accomplished professional with a proven track record in team building, relationship-building, and promoting diversity, equity, and inclusion. Exhibits a positive attitude and result-oriented approach to achieve goals. Thrives in fast-paced environments with exceptional time management skills. Excels individually and collaboratively, fostering synergy and productivity. Demonstrates expertise in building metrics-driven teams and utilizing strategic thinking to enhance the customer experience. Committed to consistently delivering exceptional outcomes for the best customer journey.
Overview
13
13
years of professional experience
1
1
Certification
Work History
CRC Service Coaching Manager
LIBERTY MUTUAL
08.2022 - Current
- Position the company for profitable sales by eliminating inefficiencies in the training and development program; conceive, develop, and execute programs and initiatives based on assessments of performance standards.
- Successfully designed training plans and onboarding materials, resulting in outstanding results from the Service Coaching Specialists team.
- Oversaw the utilization of Power BI reports in conjunction with Site Leads to evaluate report trends, troubleshoot inaccuracies, and propose recommendations for advancing upcoming report requests.
- Led team meetings and one-on-one coaching sessions to continuously improve performance. Recommended and/or initiated disciplinary, developmental, and personnel actions.
- Provided leadership during times of organizational change or crisis situations and enhanced team morale and retention through recognition programs and career development opportunities.
- Applied strong knowledge of servicing processes and data analysis to drive improvement initiatives and provide mentoring support for team members.
- Established and monitored KPIs to evaluate performance and identify areas for improvement, which enhanced team performance through the use of strategic and tactical approaches, motivational coaching, and training.
Coaching Transition Implementation Manager
LIBERTY MUTUAL
12.2023 - 07.2024
- Successfully expanded coaching program in pilot phase across multiple organizations, resulting in enhanced coaching services and improved organizational performance.
- Devised a strategic implementation business plan, demonstrating self-reliance and the ability to create a comprehensive roadmap for successful execution.
- Developed Standard Operating Procedures and resources, enhancing efficiencies and effectiveness.
- Designed Power BI reporting tools to analyze performance data, empowering coaches to formulate targeted coaching plans and track progress, including New Hire assessments, enabling accurate tracking of performance trends.
- Utilized Smartsheet to create an efficient feedback concierge program and performance monitoring mechanism.
- Collaborated with Workforce Management on developing scheduling tools and processes to meet service level agreements and business objectives.
- Successfully established and fostered communication channels with key stakeholders by conducting discovery meetings that aligned with business needs, ensuring smooth coordination and objective alignment.
- Managed the successful onboarding of 15 coaches, enhancing their performance and ensuring program success.
Training Specialist II
LIBERTY MUTUAL
04.2021 - 08.2022
- Significantly exceeded survey results – 98.96%. Team average was 93.19%.
- Generate high-performing representatives with a creative coaching and leadership style, which has resulted in exceeding or significantly exceeding all KPIs with minimal follow-up.
- Streamlined and piloted the New Hire learner-led curriculum, which resulted in new hire metrics meeting or exceeding all KPIs. Coordinated the sharing of best practices with peers.
- Spearheaded Trainer Tool Kit project, which provided supplemental activities to increase new hire knowledge base and close the gap on Billing and Auto procedures.
- Designed branded materials, which has led to a consistent and professional appearance within multiple channels within training and knowledge management.
- Identified opportunity with incorrect transfer rate after new training modality introduced; partnered with design team to create new content, which decreased incorrect transfer rates from 78.5% to 40% in less than 30 days.
- Contribute expertise to cross-train training specialist in specialized call type to increase capacity; collaborated with design team to improve training modules.
- Coached and mentored outsourced partner trainers to close the opportunity gap on documentation, feedback, and facilitation techniques.
- Identified gap tool capabilities based on; partnered with Team Manager to enhance tool, which reduced AHT by 30%.
Service Coaching Specialist
LIBERTY MUTUAL
08.2018 - 04.2021
- As Team Lead, supervised development strategies for teams comprising of 25+ unlicensed and 15 licensed personnel; elevated lead tool usage with improved metrics by 25%.
- Nominated by Leadership to represent Coaching Network as a member of CSW Sprint Design team, which led to the implementation of the new CREST system to be utilized across the Liberty network.
- Key role in developing and refining Standard Operating Procedures, Group Coaching's, and KPI Playbooks to ensure consistency within the team.
- Successfully conducted 150+ virtual group coaching sessions as a Customer Centric Ambassador, resulting in improved agent performance.
- Key contributor to onboarding new coaches, which included being selected as a mentor, creating, and facilitating trainings.
- Partnered with the product owner and Training Knowledge Management to support the implementation of the new Call Segmentation process and corresponding technologies.
- Delivered national on-site training to partner support on Liberty Mutual standards; served as a key member of the Project Management Team, providing feedback to leadership on performance.
- Assessed individual needs and created/implemented individual coaching plans to address knowledge gaps and additional training needs by observing CSRs during the new hire and promotional service academy.
- Evaluated staff performance by conducting side-by-side and remote observations, regular follow-up meetings with employees, and by providing ongoing performance feedback.
Customer Service Specialist
LIBERTY MUTUAL
01.2012 - 01.2015
- Educated team members on a variety of best practices for influencing and advising policyholders, as well as practices for generating policy endorsements, quotes, and new business.
- Processed policyholder transactions accurately and within Customer Response Center established time standards.
- Identified, understood, and interpreted customer needs to implement resolutions and made recommendations for coverage enhancements.
- Provided excellent customer service by responding promptly to all inbound customer calls regarding personal lines policies, including Automobile, Homeowners, and Umbrella policies.
Education
Elementary Education
University of North Florida
FL, USA05-1998
Skills
- Project Management
- Call Center Operations
- Business Forecasting
- Coaching & Mentoring
- Precision in Task Execution
- Verbal and written communication
- Efficient Time Utilization
- Employee & Customer Satisfaction
- Project Management
- KPI Establishment & Monitoring
- Performance Management
- Cross-Functional Teamwork
Certification
Florida 20-44 Property and Casualty Personal Agent License
Timeline
Coaching Transition Implementation Manager
LIBERTY MUTUAL
12.2023 - 07.2024
CRC Service Coaching Manager
LIBERTY MUTUAL
08.2022 - Current
Training Specialist II
LIBERTY MUTUAL
04.2021 - 08.2022
Service Coaching Specialist
LIBERTY MUTUAL
08.2018 - 04.2021
Customer Service Specialist
LIBERTY MUTUAL
01.2012 - 01.2015
Florida 20-44 Property and Casualty Personal Agent License
Elementary Education
University of North Florida
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