Melissa Tam

Responsible for CX for Assurant Global Automotive line of business including strategy, solution creation and implementation of solutions.

• Spearhead cross-functional initiatives utilizing Agile methodologies across departments to achieve business goals for bottom-line profits.
• Provide thought leadership to claims operations, client operations, product and transformation to create differentiated customer experiences.
• Lead team that defines, measures and analyzes customer centric KPIs. Provide descriptive, predictive and prescriptive CX analytics.

• Worked closely with Director of Continuing Education to develop and implement Project Management curriculum for improved learning and student performance.
• Used variety of learning modalities and support materials to facilitate learning process and accentuate presentations.

Created Customer Experience function within Assurant's Auto line of business.

• Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
• Implemented line of business first ever VoC program utilizing NPS as beacon metric
• Completed $50 million multi year digital transformation initiative built on Salesforce Service cloud.

Acted as internal consultant for the Auto line of business to modernize and scale existing operations

• Tasked to turn around operations by solidifying workflow processes, strengthening client relationships and improving communications supporting client advocacy.
• Led $50 million multi year digital transformation initiative built on Salesforce Service cloud.

Responsible for oversight and operation of the Resource Automotive PMO to ensure projects and program activities align with organizational strategy and adhere to quality guidelines.

• Provide leadership to a team of project managers and manage high priority projects for the organization as needed.
• Collaborate with department leaders, key clients and C-level executives to define, prioritize, develop and provide governance of projects and programs.

Project manager for Resource Automotive division of TWG. Lead planning and implementation of business projects for Resource Dealer Group and Resource Agent Group including new products, large client implementations, technology initiatives and process improvements. Facilitate the definition of project missions, goals, tasks and resource requirements; resolve or assist in the resolution of conflicts within and between projects or functional areas; develop methods to monitor project or area progress; and provide corrective supervision if necessary. Communicate and coordinate between project team members and stakeholders to ensure deliverable acceptance. Participate in UAT when needed.