MICHELLE M. MERRITT
Detroit,,MI, USA
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Community Engagement Coordinator
Malta Dental and Medical Clinic
Detroit, MI
10.2024 - Current
- Facilitated development of effective communication plans to engage communities.
- Created impactful social media content showcasing organizational contributions.
- Tracked progress on community engagement projects to ensure accountability.
- Implemented strategies that significantly increased volunteer participation.
- Designed creative promotional campaigns for upcoming events with staff collaboration.
- Conducted outreach to local stakeholders, enhancing awareness of services.
- Oversaw fundraising and public relations material preparation, ensuring alignment with goals.
Chief Branding Strategist
Nexus One Marketing
Detroit, USA
02.2002 - Current
- Crafted integrated marketing content strategies, driving a 25% average increase in website traffic and conversions, demonstrating proficiency in maximizing online reach and impact.
- Partnered with Southeast Michigan SBDC to enhance branding and content strategies, achieving a 20% engagement increase in a yearlong project, driving impactful community growth.
- Oversee the execution of communication plans with efficient management of teams and contractors or vendors.
- Advise on projects to achieve marketing goals for increased reach, engagement and conversions.
- Manage projects, providing leadership, time management and process improvement oversight.
- Completed website and content creation project for local environmental service management company.
- Provided contract pitch presentation consulting to local event management company.
Analyst • Senior Advocate • Offline Support • QA Coach
Qualfon
Highland Park, USA
08.2020 - 08.2023
- Consistently identified customer needs promptly and efficiently, ensuring swift issue resolution maintaining high customer satisfaction and service excellence.
- Demonstrated advanced program knowledge to resolve complex customer issues.
- Developed and maintained strong performance to meet service level agreements with over 90% success rate.
- Provided expert agent support using ISU SAP, Amazon Lex, and MS Outlook, meeting service level requirements, ensuring smooth operations and excellent customer service.
- Monitored adherence for 45 contact center agents, ensuring compliance with service level agreements.
- IT services
Program and Communications Coordinator
ProsperUs Detroit
Detroit, USA
08.2015 - 04.2017
- Managed multi-channel communications and optimized content quality and standards that kept audiences informed and, initially, resulted in a more than 50% increase in engagement.
- Effectively increased social media engagement, website traffic and conversion by more than 200% within only six months.
- Trained and mentored over 150 aspiring entrepreneurs in marketing strategies as part of an entrepreneurial program.
- Elevated entrepreneurs' and program's brand identity through strategic promotion, fueled by impactful storytelling projects, driving an 80% increase in brand recognition over nearly two years.
- Created monthly communications reports providing insights and analysis, noting trends, successes, challenges, and suggestions for adjustments.
- Developed and executed marketing communications campaign, consisting of multiple concurrent projects leading to 75% increase in stakeholder engagement.
Regional Account Manager
Aquarius Professional Staffing
Cincinnati, USA
03.2014 - 04.2015
- Devised and executed effective, innovative marketing strategies to recruit qualified candidates for job vacancies, with 100% success rate, meeting contractual requirements.
- Built and maintained strong working relationships with over 20 location managers and executives.
Team Lead • Benefits Advisor
Novo 1
Highland Park, USA
08.2013 - 03.2014
- Recognized for outstanding team attendance and 'World Class Calls', with 90%, or better rating, per the voice of the customer.
- Managed a team in providing resolutions to complex member issues, resulting in a 20% decrease in call escalations and improved member satisfaction.
- Resolved 98% of customer inquiries within 24 hours by researching, clearly communicating root cause, providing resolution, ensuring optimal results and customer satisfaction.
- Led 45 Affordable Care Act Benefits Advisors, overseeing service and performance objectives to enhance policy servicing, marketing, customer relations, communication, and retention efforts.
Education
MS - Integrated Marketing Communications
Eastern Michigan University College of Business
Ypsilanti, MI, USABA - Communication Studies
University of Detroit Mercy
Detroit, MI, USAPhD Student - Business Administration: Strategic Marketing
National University (formerly Northcentral University)
San Diego, CA, USASkills
- Healthcare and insurance experience
- Medical terminology expertise
- Health insurance processes
- Customer service proficiency
- Strong phone communication
- Healthcare management software
- Verbal and written communication
- Complex information explanation
- Data analysis and problem-solving
- Attention to detail
- Collaborative teamwork skills
- Relationship building with stakeholders
- Provider-focused service delivery
- Independent functioning ability
- Critical thinking skills
- Bilingual in Spanish
Certification
- PivotTables in Excel, Great Learning
- Role Certification Live Virtual Event Coordinator, SpotMe Academy
- Continuous Improvement & Six Sigma Green Belt, Keisen Center International
Projects
Website Update, ProsperUs Detroit, Lead design, update and implementation of new program website. Online Program Application, ProsperUs Detroit, Recommended and implemented application for training program website. Worked with developers to create and integrate form. Collateral Update, ProsperUS Detroit, Designed and created content for new promotional collateral. Recruitment Fairs, Aquarius Professional Staffing, Produced and marketed multiple hiring fairs at locations across Michigan, recruiting talent. Filled all open positions with qualified hires.
Volunteering And Leadership
- CCSEM - Servant Leadership Initiative, Community Engagement Coordinator, Detroit, MI, 10/2024, 10/2025, Performing capacity-building services at Malta Dental & Medical Clinic to provide communications infrastructure and completed comprehensive professional development training.
- Just Love Ministry, Volunteer Consultant, Detroit, MI, 04/2016, 05/2019, Integral in executing fundraising campaigns and appeals and managed donor acknowledgment., Created collateral materials, news update mailers to stakeholders, grant application and business plan content., Social media management, media relations, event communications and planning., Participated in cleanup and organization of the Just Love building and grounds., Instrumental in youth outreach partner, Hutchinson at Howe School, winning the Detroit Children's Choir grant., Outreach and resource cultivation and referral., Needs assessment and strategic planning.
- Just Love Ministry, Volunteer Consultant, Detroit, MI, 05/2019, 05/2019
Awards And Scholarships
- Dr. H. Robert Dodge Memorial Fund Scholarship, Eastern Michigan University
- Medallion of Service, UDM Leadership Development Institute
Accomplishments
- Dr. H. Robert Dodge Memorial Fund Scholarship, Eastern Michigan University
- Medallion of Service, UDM Leadership Development Institute
Languages
English
Native/ Bilingual
Spanish
Limited
References
References available upon request.
Timeline
Community Engagement Coordinator
Malta Dental and Medical Clinic
10.2024 - Current
Analyst • Senior Advocate • Offline Support • QA Coach
Qualfon
08.2020 - 08.2023
Program and Communications Coordinator
ProsperUs Detroit
08.2015 - 04.2017
Regional Account Manager
Aquarius Professional Staffing
03.2014 - 04.2015
Team Lead • Benefits Advisor
Novo 1
08.2013 - 03.2014
Chief Branding Strategist
Nexus One Marketing
02.2002 - Current
MS - Integrated Marketing Communications
Eastern Michigan University College of Business
BA - Communication Studies
University of Detroit Mercy
PhD Student - Business Administration: Strategic Marketing
National University (formerly Northcentral University)
Similar Profiles
Linda AdresLinda Adres
Dental Intern at Abalos Medical & Dental ClinicDental Intern at Abalos Medical & Dental Clinic
Sarah BernhardsSarah Bernhards
Advanced Registered Nurse Practitioner at International Community Health Centers Shoreline Medical and Dental ClinicAdvanced Registered Nurse Practitioner at International Community Health Centers Shoreline Medical and Dental Clinic
KENEL THEARDKENEL THEARD
Dentist at Dental Clinic "Centre Medical Marguerite Liautaud"Dentist at Dental Clinic "Centre Medical Marguerite Liautaud"