Michelle Brandt
Omaha,NE
Summary
Resourceful business professional with over 10 years of experience in mail services, records management, customer service, change management, personal injury investigations, and problem resolution. Skilled at leveraging experience and intuition to make informed decisions and solve complex problems. Demonstrates strong time management, exceptional customer service, and effective communication skills. Proven ability to analyze processes and identify opportunities for improvement, resulting in enhanced performance outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Client Support
Fiserv
11.2023 - Current
- Support the retention and growth of the SMB Direct portfolio and assure client satisfaction by maintaining overall relationship with clients
- Resolve of simple inquiries and facilitation of resolution for moderate to complex inquiries through coordination with customers and other internal Fiserv areas
- Must maintain clear and open communication regarding complex subject matter such as pricing model, funding, and compression management
- Work with small to medium sized accounts with multi product platforms/environments to deepen the penetration of Fiserv products and services
- Maintain accurate and up-to-date customer profiles including contract information, communication logs, and product matrix
- Educate customers on relevant industry information and provides training products, reporting, and self-service tools
Supervisor Records Management
Omaha Public Power District
11.2021 - 06.2023
- Built a competent/capable team of staff in alignment with leadership expectations
- Developed staff performance metrics
- Accountable for professional communications to create a shared understanding, respect for self and others and open honest face-to-face communication
- Consulted with Business Unit Leadership Teams to promote service offerings, design service level agreements, and customized solutions
- Design, develop, and maintain procedures and instructions that direct the operation of physical and electronic document services that include planning, organizing, reviewing, and evaluating work to ensure the proper management, retention, retrievability, and disposal of District records and documents
- Assess data accuracy of the applicable database system
- Manages and executes the routing, review, approval, distribution, and archival of new and revised controlled documents
- Responsible for coordinating, planning, reviewing, and reporting on projects as assigned as well as completing special assigned projects as scheduled
- Assists with the development and administration of the department’s annual budget
- Assists with the forecast of additional funds needed for staffing, consultants, contractors, equipment, materials, and supplies
Delivery Coordinator II
Nebraska Furniture Mart
08.2021 - 11.2021
- Review all delivery orders and exception reports to identify any problems and take needed actions to resolve those problems
- Provide guidance to teammates and delivery providers regarding necessary actions to execute the business plan
- Evaluate requests from teammates and provide approval or alternative solutions to ensure customer loyalty
- Support and direct the delivery providers, including management, office staff and delivery teams
Information Governance Analyst
Kiewit Data Services
03.2020 - 01.2021
- Work closely with record stewards throughout the company and assist management with company records
- Developed inventory and mapping of information assets
- Provide customer service for the organization including requests for information, analysis, and solutions to meet business and information lifecycle objectives
- Assisted users with offsite records storage
- Work closely with information technology teams to establish and maintain solutions that support records/information management and lifecycle standards
- Participated in record steward town hall meetings
- Assisted with the Disposition Schedule Review Process
Sr. Specialist
TD Ameritrade
02.2019 - 03.2020
- Assign staff daily work assignments to meet delivery timelines and customer service initiatives
- Support LEAN initiatives
- Research ideas for process improvement to existing procedures
- Updated and wrote new procedures to reflect process improvement
- Ensure accuracy of team’s processing and distribution of mail and shipments
Manager Support Services
Union Pacific Railroad
12.2010 - 10.2018
- Developed business relationships with key external vendors who store, pickup and deliver company records to maintain locations and content information
- Enforced records retention schedule for 90,000+ boxes of records by partnering with Law Department to catalog and perform audits to maintain compliance
- Updated department web pages including continuous improvement guidelines, mail services information, record center information and operating procedures to ensure consistent and accurate information was available throughout the system
- Implemented UPS web-based program for preparing express shipment labels for company-wide use to manage costs and save time
- Trained professional development courses quarterly to ensure consistency across the team
- Created and implemented training processes in the record center to improve delivery, reduce cost, and save time
- Handled all customer relations and trouble shoot complaints from internal customers
- Presented to other departments the importance of records retention
Claims Analyst II
Union Pacific Railroad
02.2005 - 12.2010
- Managed claims office team, including seven representatives, and acted as liaison between medical providers and insurance carriers
- Planned and conducted personal injury and property damage investigations
- Reviewed claims for accuracy and submitting claims for payment
- Interviewed involved parties, collected and secured evidence, and protected the chain- of custody documentation to preserve evidence
- Ascertained facts, determined liability and damages to negotiate claim settlements within authority limits
- Collaborated with litigation team to develop mediation and trial strategies to resolve claims in an effective and cost-efficient manner
Education
Masters - Business Management
University of Phoenix
Dallas, TX01.2010
Certificate - Project Management
Stevens Institute of Technology
Denver, CO01.2001
Bachelor of Arts - Business Management
University of Phoenix
Denver, CO01.1993
Certification
- Continuous Improvement Specialist (Union Pacific Lean Specialist Program)
- Union Pacific Way (Toyota Based Model)
Timeline
Client Support
Fiserv
11.2023 - Current
Supervisor Records Management
Omaha Public Power District
11.2021 - 06.2023
Delivery Coordinator II
Nebraska Furniture Mart
08.2021 - 11.2021
Information Governance Analyst
Kiewit Data Services
03.2020 - 01.2021
Sr. Specialist
TD Ameritrade
02.2019 - 03.2020
Manager Support Services
Union Pacific Railroad
12.2010 - 10.2018
Claims Analyst II
Union Pacific Railroad
02.2005 - 12.2010
Certificate - Project Management
Stevens Institute of Technology
Bachelor of Arts - Business Management
University of Phoenix
Masters - Business Management
University of Phoenix
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