Melissa May Email & Phone Number

Dallas, Texas, United States

Responsible for the new customer experience between sales and support, including oversight of initial setup and configuration of benefits, introductory client training, and addressing technical and procedural concerns.

Dallas/Fort Worth Area

Responsible for key operational functions supporting the insurance and health plan needs, including: Insurance Systems Support, Underwriting, Sales Enablement, Analysts and Annual Renewal Project Management.SUCCESS HIGHLIGHTSSeeking continuous improvement, utilized KaiNexus during the 2023 calendar year to track and facilitate opportunities across the line of business. 30 ideas submitted by 18 team members saved 2,100 hours of work annually.Technical support team deployed increased efficiency in employee benefit data feeds, expanding beyond proprietary feed format by using Employee Navigator, BSwift and Parabola to better meet the needs of the customer.

Responsible for overseeing customer-facing and customer-supporting roles for group health plan and insurance administration. Teams include: Call Center, Operations, Claims Advocacy, SME Training, User Interface Quality Assurance Testing, and Member Advocacy.CUSTOMER EXPERIENCEOverhauled customer interaction quality program including calibration, scoring, feedback and coaching. Team achieved 96% accuracy in first year and increased agent feedback by over 500%. Established client onboarding team for group health plans, combining and reducing new client responsibilities from 3 separate teams to two dedicated employees. Reduced implementation time by 11% in year 1. Resolved Claims servicing gap by initiating functional cross-training. Resulted in improved experience, reduced turnaround times, and a new path for employee promotion. Launched transactional survey to solicit feedback from customers shortly after an interaction. In the first 6 months, achieved a 13.53% response rate with 97% of customers being somewhat or very satisfied.TEAM MANAGEMENTLed teams of up to 45 employees, delivering high quality interactions and transaction requests to over 140,000 customers, achieving consistent NPS of 80+.Directed team in areas of staffing, selection, training, resulting in over 90% positive turnover over the past 5 years. Invested in industry training or education for over 80% of team members. Initiated PowerBI reporting to measure the effectiveness of business processes, monitor KPIs and analyze customer feedback. Optimized operational processes while maintaining best-in-class service. Technical efficiencies gained in 2021-2023 allowed for reallocation of 5 headcount to relationship building, analyst and advocacy roles.

Bba, Economics, Financial Services & Planning

Activities and Societies: Honors College, Alpha Phi Omega (leader role), Golden Wave (leader role).

Master Of Business Administration (Mba), Business Administration And Management