MELISSA K CARON
San Antonio,TX
Summary
Knowledgeable Product Development Manager adept at collaborating with team members, other departments and customers to produce relevant, high-quality products that drive company growth. Well-organized and proactive with excellent communication and planning abilities.
Overview
22
22
years of professional experience
Work History
Learning and Development Manager
USAA
12.2020 - Current
- Streamlined onboarding processes for new hires, resulting in reduced time to productivity.
- Aligned organizational goals with individual performance objectives through effective coaching and feedback sessions.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Collaborated with department heads to identify skill gaps and develop targeted training solutions.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Managed 5-7 individual projects simultaneously for product lifecycle development.
- Researched and obtained relevant course materials to achieve training objectives.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Managed new employee orientation training process for more than 1500 employees each year.
Rotation Leader Coach
Internal
08.2020 - 09.2020
- Responsible for coaching development of ISS Leaders through training, coaching observation feedback and mentorship
- Responsible for Coaching ISS leaders in providing their team members with appropriate coaching and development through goal setting, observation feedback, data analysis and dialogue to support leaders in driving their team’s performance
- Provides coaching and direction regarding effective dialogue, goal setting and development techniques
- Eliminates roadblocks in execution of effective coaching dialogues and ensures accountability expectations of operational coaching strategies
- Identifies Opportunities to improve changes in organization, processes and procedures to promote effective and efficient coaching interactions, improving member and employee experience through personal accountability
- Facilitates educational workshops to improve coaching culture
- Communicates changes across all leadership through facilitating learning together sessions
- Briefs executives on growth of LEAD model and coaching tools.
- Oversaw day-to-day activities of 5-6 employees in coaching and facilitating establishment, fostering inspiring atmosphere to optimize employee experiences.
Manager Member Solutions
USAA
10.2013 - 08.2020
- Responsible for leading a team of up to insurance professionals to build lifelong relationships through serving members and delivering exceptional member experiences
- Identifies compliance training gap resulting in improvements in employee experience
- Efficiently manages a high-volume workload and management routines to meet business objectives
- Partners with leadership to increase accountability of coaching expectations of the LEAD model
- Collaborates with peers and experience partners on initiatives to improve contact center key performance indicators
- Led implementation of New Employee Solutions Team to increase performance and promote professional development
- Manages and coaches employees by providing feedback to improve business results and career progression
- Ability to effectively diagnose risks by utilizing multiple data and reporting tools to provide improvements.
Professional Rotation, Instructor Member Contact Learning
USAA
01.2012 - 10.2013
- Instructs employees to perform sales, accounting, servicing, and upfront underwriting activities in order to perform daily job function
- Manages representatives’ performance and development in the classroom and learning lab environment as well as resolve employee issues
- Diagnoses learner performance gaps, determines underlying causes
- Provides coaching and feedback to improve performance and ensure MSRs understand how the tasks they perform fulfill our Mission
- Collaborates with peers, customers, management and LS Development on business initiatives, development of curriculum and training solutions
- Coaches and mentors other instructors
- Maintains business acumen through skills update and professional development
- Identifies opportunities for course maintenance along with recommendations for appropriate revisions.
Member Relationship Specialist I / Theory in Practice (TIP) Unit
USAA
07.2007 - 01.2012
- Facilitated instant messaging (IM) senior helpline pilot, which resulted in less member hold times and faster support to representatives
- Provided support to representatives in helping them to resolve, review, and research member concerns by sharing knowledge of procedures and technical support
- Served as positive role model and coach to promote team effectiveness, morale, and productivity
- Served as team leader for new auto and property TIP classes
- Supported instructors during live work and certification to mentor and improve employee performance
- Facilitated instructional material by presenting housecalls for procedures in both auto and home to newly trained employees to help them perform their job duties
- Modeled and coached as needed to assist with ensuring gap skill training is completed by peers to correct areas of opportunities
- Recognized life events and gaps in coverage - directing membership to correct enterprise to obtain additional products
- Recognized for ability to successfully execute Know, Understand and Provide skills during member contact
- Provided prompt and efficient service to members on auto, renters, VPP, and dwelling, including related accounting and underwriting inquiries
- Contributed to lost member goals by meeting or exceeding save rate
- Coordinated schedule and meetings for housecalls with instructors and managers
- Coached Relationship Sales techniques in order to ensure representatives provide appropriate solutions to meet member needs
- Provided coaching and acted as mentor and role model to policy service MSRs
- Accountable for employee development through regular coaching to drive business results
- Contributed to P&C business goals through member retention and recovery techniques, cross-selling, and implementing Relationship Sales
- Serviced members’ needs for auto, home, renters, VPP, umbrella, billing, also handled complex states i.e
- Pennsylvania, North Carolina, New Jersey, New York.
Member Relationship Specialist. II /III
USAA
03.2002 - 07.2007
- Provided professional, prompt, and efficient service to members for auto, renters, VPP, and dwelling, including related accounting questions.
- Investigated and resolved accounting, service and delivery concerns.
- Strengthened member relationships through personalized service and proactive financial guidance.
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
- Maintained strict compliance with all applicable regulations and policies, contributing to secure and trustworthy banking environment for both members and employees.
Education
Bachelor of Science - Business Management
American Public University System
Charles Town, WV02.2018
High School Diploma -
Vacaville High School
Vacaville, CA06.1993
Skills
- Efficient in Member Relationship Specialist Tools, Portal, PAS, Dual facing, Renters, VPP, Homeowners, IMS, ECA, Competitive analysis tools, KD, NICE, Verint, Salesforce, Engage, Gridspace, Agile Methodolgies
- Proficient in Microsoft Office Professional 2007, Windows 95/98/2000/XP, Adobe Acrobat, Outlook Express, Power Point and Excel
- Possess strong communication skills and ability to work virtually across the enterprise
Accomplishments
- Accomplished leader with over 10 years of coaching, facilitation and project management experience
- 2018 Leadership Ambassador Winner
- Oct 2017 & /Feb 2018 Coach of the Month
- Won 3rd quarter team award Aug 2020
Education Certifications
- Bachelor of Science in Business Management February 2018
- Certified in Engagement and Performance Coaching through the Human Capital Institute
- IC2 Certification, October 2019
Projects
Served as SME and collaborated with the third party to develop auto pipeline reinvention content Led MCL new hire project to improve business results Facilitated and created content for virtual Coaching Workshops across regions Partnered with Human Resources to ensure compliant talent acquisition for New Member Acquisition Contact Center Coaching Captain Program Lead Selected as Lead NEST Manager.
Timeline
Learning and Development Manager
USAA
12.2020 - Current
Rotation Leader Coach
Internal
08.2020 - 09.2020
Manager Member Solutions
USAA
10.2013 - 08.2020
Professional Rotation, Instructor Member Contact Learning
USAA
01.2012 - 10.2013
Member Relationship Specialist I / Theory in Practice (TIP) Unit
USAA
07.2007 - 01.2012
Member Relationship Specialist. II /III
USAA
03.2002 - 07.2007
Bachelor of Science - Business Management
American Public University System
High School Diploma -
Vacaville High School
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