Michelle Norton
Houston,TX
Summary
I'm a highly- motivated individual with experience in managing and breaking down large volumes of information, team coaching and management, training, stakeholder and team cross function, quality assurance, presentations, customer service, and analysis, . I am also proactive with assisting issues in operations, workflow and production by uncovering trends affecting business success. I have over 9 years of experience. I have a desire to take on new challenges, strong work ethic, adaptability, exceptional interpersonal skills, and quick at mastering new techniques.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Plan Sponsor Analyst
AIG/Corebridge
Houston, TX
11.2015 - 12.2023
- Created reports, presentations, and other documentation for stakeholders and team
- Provided recommendations based on analysis results.
- Collaborated with cross-functional teams on projects related to initiatives.
- Trained and Coached, and measured KPI's of team and new hire employees.
- Maintained accurate records of all data collected during analysis processes.
- Coordinated meetings via TEAMS and SKYPE with stakeholders and team.
- Cleaned and documented procedures for performing tasks such as data collection and manipulation.
- Performed quality assurance to assess data and validate results.
- Generated standard or custom reports summarizing business, financial or economic data.
- Assessed programs to identify risks or problems to determine appropriate responses.
- Utilized advanced analytics tools such as Excel PowerPivot, to manipulate large volumes of structured and unstructured data sets.
- Worked with internal teams to understand business needs and changing strategies.
- Leveraged software to compile and model data.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Maintained library of model documents, templates or other reusable knowledge assets, and created resolutions.
- Collected, tracked and evaluated current business and market trend data.
Senior Service Consultant/Team Leader Manager
Chase Bank
Houston, TX
08.2010 - 09.2015
- Assisted clients with escalated issues in a contact center environment.
- Ensured compliance with applicable laws when dealing with client confidential information.
- provided knowledge regarding accounts, resolved and provided feedback to customer issues,
- followed up with clients with resolutions to issues, assisted customer representatives with questions regarding concerns as well assisted customers with website issues
- assisted others managers while away from office with team issues, call evaluations for the team and coaching.
- Lead a group of 9 CSR's on a team and coached them to meet monthly stats.
- Assisted with semi-annual and yearly employee performance reviews
- Worked with cross-functional teams to achieve KPI goals.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Collaborated with others to discuss new company opportunities.
- Planned and completed group projects, working smoothly with others.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Processed customer account changes with proprietary software.
- Trained new team members on company policies, procedures and best practices for customer service.
Quality Assurance Analyst
Xerox
Houston, TX
03.2008 - 07.2010
- Started as a customer service representative and final position was quality assurance analyst.
- assisted customers with concerns regarding health and life insurance policies , processed payments, resolved client issues as customer service rep.
- As a Quality Assurance Analyst: monitored CSR calls and reviewed evaluations with CSR's,( Customer Service Representatives)
- created spread sheets with each CSR evaluations and submitted to manager, coached and trained CSR's to make improvements,
- worked with management regarding call evaluations,
- daily and weekly team meetings regarding KPI's and Business Flows
- make new suggestions and tips for the contact center in team meetings,
- created tips emails and updates to provide to the team and department.
- Communicated regularly with management to discuss quality trends.
Education
High School Diploma -
Madison High School
Houston, TX05-2006
Houston Community College
Houston, TXSkills
- Project Planning
- Team Management
- Strategic Planning
- Structured Query Language (SQL)
- Analytical Problem Solving
- Tableau
- R Programming
- Python Programming
- Report Writing
- Microsoft Excel/Office/Powerpoin
- Data Visualization and Presentations
- Data Analysis
- Project Scope
- Stakeholder Communications
- Cross-Functional Collaboration
- Root Cause Analysis
- Work Flow Planning
- Workforce Training
- Agile Methodology
- Presentations
- Quality Assurance and Control
- Staff Training and Mentoring
- Call Monitoring
- Process Implementation
Certification
- Notary Public/ Loan Signing Agent
- Certification of completion of Project Management Training
- Certification of completion of Data Analyst Training
Timeline
Plan Sponsor Analyst
AIG/Corebridge
11.2015 - 12.2023
Senior Service Consultant/Team Leader Manager
Chase Bank
08.2010 - 09.2015
Quality Assurance Analyst
Xerox
03.2008 - 07.2010
High School Diploma -
Madison High School
Houston Community College
Similar Profiles
Justin CarrollJustin Carroll
Money-Out Manager at AIG/CorebridgeMoney-Out Manager at AIG/Corebridge
Matthew Cole PlymaleMatthew Cole Plymale
Financial Advisor at Corebridge Financial (VALIC – AIG)Financial Advisor at Corebridge Financial (VALIC – AIG)
Donita WoodsDonita Woods
Lead Death Claim Specialist at Corebridge Financial (formally AIG)Lead Death Claim Specialist at Corebridge Financial (formally AIG)
Malcolm ConeoMalcolm Coneo
Life Insurance Agent at Bankers Life Insurance Company Of AmericaLife Insurance Agent at Bankers Life Insurance Company Of America
Catherine SpragueCatherine Sprague
Receptionist at Mike Calvert ToyotaReceptionist at Mike Calvert Toyota