Nechelle Coleman
Baltimore,MD
Summary
Professional coach with focus on empowering individuals to reach their goals. Proven track record of creating impactful development plans and fostering positive change. Highly collaborative and results-driven, adaptable to evolving needs and committed to team success. Proven ability to enhance leadership skills at all levels, leveraging strengths in strategic planning, team building, and adaptability to cultivate high-performing teams. Known for creating impactful leadership programs that foster continuous improvement and growth within organizations. Specializes in developmental strategies and optimizing team dynamics through effective communication techniques.
Overview
26
26
years of professional experience
Work History
Director, Safe Helpline Programmatic Services & Interim Vice President
RAINN
05.2022 - 12.2024
- Managed team of five (Communications Team, Program Manager, and Clinical Project Manager)
- Collaborated with internal teams to evaluate opportunities to pursue government contracts.
- Collaborated across teams to provide quality, and process improvement across the program.
- Subject matter expert for RAINN's contract with DoD SAPRO, curated high-level contract-required collateral.
- Provided process improvement recommendations across operations, developed, and documented best practices.
- Collaborated with the RMF Coordinator, Tech Program Manager, and other members of Tech to address and facilitate updates to internal processes and/or documentation as needed to ensure continuity of operations during technical or natural disasters that may impact operations.
- Documented all findings from investigations into non-conformances in order to track progress towards resolution.
- Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Collaborated with senior management to develop strategic initiatives and long-term goals.
Account Analyst & Project Manager
CHADIS
10.2019 - 05.2022
- Reported to the VP of Product and Partnership.
- Managed the sales to production pipeline for SaaS deployments.
- Upsold products and collaborated with Sales to develop sales techniques and strategies.
- Developed a scope of work protocol and documents to improve the custom programming requests process, including departmental SOPs, performance review KPIs, and templates.
- Scaled the account management team to meet business goals and needs.
- Managed sales to account management pipeline using Salesforce.
- Developed workflows and process improvement plans for clients.
- Collaborated with Marketing to develop onboarding strategies and client sales materials.
- Facilitated onboarding, testing, and training for clinicians, and the complete customer life cycle.
- Point of contact for all escalated customer inquiries.
- Created SOPs and management documents for internal teams to promote QA (SOW template to track project requests for programmers, client onboarding documents for account managers, testing, and training documents and presentations).
- Drove a 96% customer retention rate.
- Managed Account Management Team, including onboarding, training, performance management, mentoring, hiring, creating professional development opportunities, coaching, and creating a performance evaluation document used for annual performance reviews.
- Assisted clients in determining business strategy and achieving productivity goals.
- Developed and maintained relationships using Salesforce to track customer contacts, to create email templates for customer communications, create invoices for customer programming requests.
Team Leader & Field Rep
Mueller Reports
05.2017 - 10.2019
- Performed property surveys (private and commercial) for property insurance valuation and appraisals.
- Provided assessments that include building dimensions, building materials, defects, and hazards.
- Supervised a team of 12 remote surveyors.
- Trained new area staff.
- Ensured compliance with legal and regulatory requirements in all property assessment activities.
Benefits Advisor
Kelly & Associates Insurance Group
01.2014 - 09.2016
- Provided advice on a variety of topics related to employee benefits such as eligibility requirements and premium payments.
- Assisted with administrative functions, including exception requests, supervisor/escalated customer callbacks, and enrollment in supplemental insurance plans.
- Assessed customer needs to develop benefit recommendations.
- Fast-faced, heavy inbound call center, emails and faxes (250 per day average).
Workforce Real Time Analyst
CareFirst BlueCross BlueShield
01.1999 - 06.2006
- Managed 250 call center agents (remotely) across three locations in Maryland, D.C., and Delaware.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
- Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
- Managed real-time inbound call traffic across multiple contact center locations.
- Conducted ongoing training sessions; increasing job preparedness amongst workers.
- Mentored and trained call center staff to increase performance and to build morale.
- Collaborated with human resources departments to ensure adequate staffing levels were maintained throughout various shifts.
- Provided training on dashboard and package development to team members and management.
Education
Bachelor of Arts - General Studies
University of Maryland Global Campus
Adelphi, MD12.2025
Distinguished Agile Scrum Senior Master - undefined
Project Management Institute
04.2025
Certified Quality Process Analyst - undefined
American Society For Quality
04.2025
User Experience Design -
Georgia Institute of Technology
03.2022
Six Sigma Green Belt - Healthcare
Villanova University
Villanova, PA12.2008
Skills
- Sales (Direct)
- Salesforce
- Project Management (Agile, Scrum, Hybrid, SAFe)
- Project Management tools (Smartsheet, Monday, Jira, Slack, Google Sheets)
- Success Coaching/Consulting
- Analytical
- Training delivery
- Relationship Management
- Call Center Management (Inbound/Outbound)
- Team Builder
- Microsoft Suite
- Team collaboration
- Time management abilities
- Customer service management
- Presentation skills
- Staff management
- People management
- Decision-making
- Verbal and written communication
- Relationship building
Affiliations
- Project Management Institute - Member, Baltimore Chapter
- International Association of Privacy Professionals - Member
- International Association of Professional Organizations for Life Coaches - Member
Timeline
Director, Safe Helpline Programmatic Services & Interim Vice President
RAINN
05.2022 - 12.2024
Account Analyst & Project Manager
CHADIS
10.2019 - 05.2022
Team Leader & Field Rep
Mueller Reports
05.2017 - 10.2019
Benefits Advisor
Kelly & Associates Insurance Group
01.2014 - 09.2016
Workforce Real Time Analyst
CareFirst BlueCross BlueShield
01.1999 - 06.2006
Distinguished Agile Scrum Senior Master - undefined
Project Management Institute
Certified Quality Process Analyst - undefined
American Society For Quality
Six Sigma Green Belt - Healthcare
Villanova University
Bachelor of Arts - General Studies
University of Maryland Global Campus
User Experience Design -
Georgia Institute of Technology
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