Melissa Chamberlain Email and Phone Number

Program Manager at TEKsystems for Transamerica

Top Accomplishments• Led a comprehensive analysis of options for system consolidation and unit cost improvement. Identified a solution with savings of over $3 million annually• Developed and managed $5 million - $7 million project budgets to align with key business goals.• Implemented an electronic agent onboarding solution resulting in a 20% reduction in turnaround time and a 20% increase in accuracy• Led a cross-functional team of IT, Testing and Business resources to implement an electronic solution for delivery of agent commission statements, resulting in over $450K savings annually• Reduced agent appointments by over 100K, resulting in savings of over $2 million annually • Implemented innovative Just In Time Appointment process, realizing $600K+ annual savingsProject Management and Strategic Direction• Managed a thorough Request for Proposal and evaluation process involving over 20 vendors to select the best solution based on business needs• Created and implemented a tiered Service Strategy to support key New Business and L&C customers, resulting in a 20% reduction in Not In Good Order paperwork. Consensus Building and Support• Led change management process for consolidation of 5 legal companies into a consolidated, efficient organization, resulting in 30% annual filing savings.• Led, developed and implemented a new approach to quality for the Licensing and Commissions area through creative, outside-the-box thinking, leading to improved quality analysis and employee performance feedback.• Managed a cross-site, multi-functional team to develop and implement a self-service web solution for commonly submitted forms, resulting in a 25% increase in accuracy and turnaround time.Cost Savings and Efficiencies• Implemented new IT process resulting in $175K annual savings from compensation overpayment avoidance. • Streamlined the process for loading large groups of agents systematically. Process and handling time was reduced from 4 weeks to 2-3 days.

Technology Opportunities and Implementation• Partnered with IT to develop and implement a turnkey process for sending customers an XML-formatted commission feed.• Worked with key internal and external resources to develop a streamlined process for transmitting a DTCC-formatted commission feed (COM file) to broker-dealers and financial institutions.Workflow Analysis and Process Improvements• Improved customer satisfaction through electronic transmission of agent correspondence, improving turnaround time by 3 – 5 days.• Designed a front-end tool for systematically calculating and entering commission statement corrections, reducing manual entry errors.• Collaborated with multiple cross-site departments to create and administer agent debt collection, resulting in over $30K annual savings.

Workflow Analysis and Process Improvement• Regularly utilized common project management methodology elements such as Lean, Agile, and Six Sigma to deliver process improvement and efficiency gains.• Successfully led the development and implementation of new electronic workflows for the Commissions Department, enabling the Supervisor to effectively manage staff and workloads.Project Management and Consulting• Developed a turnkey process for electronic paperless submission of agent contracting requests that increased efficiency by 20% and quality by 25%.• Actively participated in the design and implementation of posting Licensing and Commissions information onto Life Brokerage website. Led the testing effort for the User community in the Home Office.• Continually worked with cross-site internal customers to promote and facilitate the improvement of departmental procedures and systems. Worked with external vendors as needed to enhance the same.

Process Improvements and Operations Management• Created and developed the Producer Contact Center that handled all in-bound calls for the Licensing and Commissions Department• Provided personal customer service for high profile/high touch accounts with regards to commission concerns.• Handled mainframe troubleshooting and testing for new product implementation and commission schedule changes.

• Handled client concerns regarding market fluctuations and educated clients on asset allocation strategies.• Scheduled appointments daily with potential clients to perform portfolio reviews and open accounts.• Earned Series 6, 7, 63 and 65.