Michelle Robinson
San Antonio,TX
Summary
Reliable facilitator known for being a capable, well-trained professional. A compassionate leader and team-driven employee with over ten years of leadership experience and undeniable interpersonal skills. Pursuing a new role where hard work and dedication will be highly valued through inspiring and motivating individuals to be the best version of themselves and helping them reach their highest potential.
Overview
17
17
years of professional experience
Work History
Facilitator II, Learning & Development
USAA
11.2022 - Current
- Passionately educates and facilitates new hire employees
- Created and implemented Pre Administrative Insurance guidelines through collaboration with department
- Creates and fosters a safe work environment
- Implements and sends updates to create an engaging training environment
- Manages up to 24 insurance professionals
- Responsible for facilitating proper technical and compliance procedures in designated roles for insurance professionals
- Communicates and coordinates insurance professionals transitioning from learning and development to operations
- Creates applicable reports for auditors and leadership
- Tracks attendance
- Coaches and mentors insurance professionals
- Knowledgeable on process and procedures for conduct and documentation
- Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
Senior Insurance Professional, EMA
USAA
07.2020 - 11.2022
- Created and implemented a “Development Corner” program to provide development opportunities for insurance professionals wanting to advance into the senior role
- Successfully led NESS90 through learning discussions, individual coaching, and creative group coaching in a remote environment
- Executed and created the first internal training course for EMA
- Effectively communicates with leaders and insurance professionals to ensure alignment with coaching commitments
- Holds IPs accountable to their commitments by creating trusting relationships
- Serves as a mentor to help peers achieve their career/ personal goals
- Executes efficient time management skills by planning coaching a week in advance and planning her month in advance for phone support to remain capacity neutral
- Remains agile to time constraints to be available for member contact support or coaching support
- Analyzes tools and data to accommodate coaching needs and encourage movement in a sales environment
- Sits in as a manager as needed to support business goals and insurance professionals execute effective behaviors
- Honored as 2021 Diamond Club member
Insurance Professional I, NMA
USAA
01.2018 - 07.2020
- Supported business operations and identified opportunities to meet current and future business needs by collaborating with peers, directors, and executives
- Provided operational support on current processes through analyzing data of metrics and sales goals for better understanding
- Designated team leader to provide team with supplemental coaching to support professional development
- Collaborated with Inbound and Outbound IP's focus group to drive continuous business results and develop understanding of data presented
- Participated as an on boarding coach for NEST teams
- Created an effective coaching plan and helped implement SERVE behaviors
- Honored with the Made for Excellence award
- Helped teammates and peers by y-cording and coaching to opportunities and strengths
- Consistently followed through to ensure implementation of commitments
Member Solutions Specialist, Credit Card Servicing
USAA
05.2017 - 12.2017
- Completed Bank Professional Program
- Effectively executed property claims first notice of loss
- Utilized security and compliance to access member's accounts
- Provided due diligence to ensure financial security of members
Manager
Outback Steakhouse
07.2006 - 04.2017
- Managed and motivated staff of 40 plus to ensure productivity and engagement in work
- Head trainer for all front of house staff
- Controlled portions of labor cost by analyzing sales goals and hourly figures
- Scheduled staff to capacity needs
- Honored as Proprietors Choice of the Year
Stock Leader
Ulta Beauty Inc.
07.2012 - 02.2013
- Assisted opening and designing a new store
- Responsible for organization, placement and stock of entire store to effectively increase sales volumes
- Advised and recommended appropriate products to fit clients' needs
Education
Bachelor of Science - Business Administration
Ferris State University
Traverse CityAssociate of Science - Science and Liberal Arts
Northwestern Michigan College
Traverse CitySkills
- Effective coaching
- Time management
- Motivated self starter
- Advocate of continuous improvement
- Knowledge of industry rules and federal regulations
- Driven to produce results
- Excel and powerpoint proficient
- Analytical thinker
- Interpersonal skills
- Decision making skills
- Military experience as military spouse
Timeline
Facilitator II, Learning & Development
USAA
11.2022 - Current
Senior Insurance Professional, EMA
USAA
07.2020 - 11.2022
Insurance Professional I, NMA
USAA
01.2018 - 07.2020
Member Solutions Specialist, Credit Card Servicing
USAA
05.2017 - 12.2017
Stock Leader
Ulta Beauty Inc.
07.2012 - 02.2013
Manager
Outback Steakhouse
07.2006 - 04.2017
Bachelor of Science - Business Administration
Ferris State University
Associate of Science - Science and Liberal Arts
Northwestern Michigan College