Melinda Sirois
Columbia,MO
Summary
Highly motivated professional with over 14 years of experience resolving complex customer inquiries and excelling in high pressure environments. Proven ability to enhance data accessibility through the creation of various resources. Experienced in researching and collaborating with stakeholders to ensure product changes are aligned with member needs. Committed to driving efficiency and improving member satisfaction.
Overview
9
9
years of professional experience
Work History
Member Communications Manager
Missouri Credit Union
04.2022 - Current
- Engaging closely with Stakeholders since 2016, effectively communicating members needs in relation to available products.
- Collaborated directly with IT staff to roll out new phone system.
- Lead the development of Dialog Flow
- Worked directly with IT staff to research and successfully implement a new bill payer system creating 20 + procedures and trained all staff involved.
- Partnered with IT staff to design department dashboard, researching and organizing key data.
- Managing a successful team of 5 Member Communication Representatives to deliver comprehensive customer service while implementing new procedures to bring the call volume abandon rate below 2%.
- Handle member complaints quickly and professionally to restore member confidence and prevent loss of business.
Senior Member Communication Representative
Missouri Credit Union
05.2016 - 04.2022
- During the execution of a new online banking system, I conducted research to align the product features to member needs. I collaborated with our IT department to give comprehensive understanding of the system and developed 40+ procedures for staff-wide use.
- Assisted in identifying and implementing a new bill payer system. Gained in-depth knowledge of the product and provided staff training and resources to ensure optimal member experience.
- Conducted thorough research on various phone systems to help identify and move forward with the best solution that aligned with the company needs.
- Contributed to the evaluation of various venders for a new card and fraud system. Developed thorough knowledge of the selected system and assisted in training.
- Responded to customer questions via telephone and written correspondence while gathering and comparing member needs to products offered.
- Regularly developed and updated procedures and various resources for staff wide use.
Education
Bachelor of Arts - Human Services
Columbia College
Columbia, MO05-2015
Skills
- Communication
- Conflict Resolution
- Strategic thinking
- Multitasking
- Relationship Building
- Product Management
- Adaptability
- Strong Organizational Skills
- Time Management
Timeline
Member Communications Manager
Missouri Credit Union
04.2022 - Current
Senior Member Communication Representative
Missouri Credit Union
05.2016 - 04.2022
Bachelor of Arts - Human Services
Columbia College
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