Melissa Henricks Email & Phone Number

• Successfully developed and facilitated training programs for 30+ team members• Achieved consistency in instructional documentation and implementation of new policies and procedures; resulting in improved responsiveness, efficiency, and effectiveness of the department• Ensured learning objectives produced results aligned with service level agreement standards for production, internal and external quality• Planned and coordinated project distribution to ensure successful completion within desired timeframe• Developed and implemented enhanced audit form to identify areas of development for team members• Participated in the development of Agency Outreach focused system to increase process efficiency

• Ensured employees received appropriate training and necessary resources to perform their tasks• Troubleshooting, problem solving and coaching to ensure service standards were met• Assisted manager in writing and administering performance reviews and addressing disciplinary and performance issues• Provided daily operational support and direction to teams with up to 12 members• Performed forecasting and review of employee schedules to ensure adequate staffing levels

• Researched licensing needs and issues and prepared responses to Insurance Department licensing inquiries• Provided direction for license application and renewals and monitored license status• Performed legal research of state insurance regulations as needed• Developed and maintained a Microsoft Access database to record and retrieve license information for company employees

• Processed appointment and appointment terminations with various state Departments of Insurance• Resolved producer code issues• Maintained integrity of existing agency data in mainframe system• Utilized company systems and guidelines to process necessary transactions while maintaining department standards

• Maintained files for students enrolled in the programs• Developed and maintained a Microsoft Access database allowing the ability to track enrollment and produce reports• Answered phone calls from parents, students, doctors and school staff• Worked closely with guidance counselor and supervisor to improve procedures and policies• Ensured paperwork was current and completed accurately• Performed secretarial duties as needed

Database Technology

Health Technology

Education record