Michelle Coons Email and Phone Number

Program Coordinator for CRM Program

• Developed, implemented, and maintained agile workflows for Tech Compliance Teams, Business Compliance Teams, and coordinated with 18+ Tech teams, increasing compliance from 38% success rate to 78%. • Created and implemented a project tracking system that brought companywide visibility to open compliance issues. Maintained tracking system and communicated compliance status, reducing the open compliance issues by 40% from 3rd quarter 2023 to end of 1st quarter 2024. Developed live… Show more • Developed, implemented, and maintained agile workflows for Tech Compliance Teams, Business Compliance Teams, and coordinated with 18+ Tech teams, increasing compliance from 38% success rate to 78%. • Created and implemented a project tracking system that brought companywide visibility to open compliance issues. Maintained tracking system and communicated compliance status, reducing the open compliance issues by 40% from 3rd quarter 2023 to end of 1st quarter 2024. Developed live Dashboards that showcased upcoming and completed compliance work visibility to leadership. • Developed live dashboards of 18+ IT teams’ backlog of over 7,600 defects by mapping the progress of triage, development, and delivery lifecycle to showcase the compliance risks of aged items, which led to new companywide score cards.• Mentored team of 20+ compliance specialists on best practices and procedures Show less

• Orchestrated a streamlined release process reducing the average release window from 7 hours to 45 minutes.• Developed and implemented a Release Management tracking system that improved visibility of release scope, release readiness and implementation success, resulting in increased optimized releases from every 3 weeks to every week.• Communicated department level post release status with areas for opportunity, tracked and coordinated retrospectives, and increased release quality from… Show more • Orchestrated a streamlined release process reducing the average release window from 7 hours to 45 minutes.• Developed and implemented a Release Management tracking system that improved visibility of release scope, release readiness and implementation success, resulting in increased optimized releases from every 3 weeks to every week.• Communicated department level post release status with areas for opportunity, tracked and coordinated retrospectives, and increased release quality from 50% to 85% over 3 months. Show less

• Led 6 CRM verticals of 100+ employees with multiple stakeholders and conflicting priorities, ensuring project timelines were met, deliverables were aligned to cross-functional IT Teams, and project scope was maintained.• Managed vendor partnership for system integration to GEICO systems to successfully drive program initiatives and meet planned milestones for each program increment. • Developed and implemented agile workflows for 6 CRM verticals and supporting vendor development… Show more • Led 6 CRM verticals of 100+ employees with multiple stakeholders and conflicting priorities, ensuring project timelines were met, deliverables were aligned to cross-functional IT Teams, and project scope was maintained.• Managed vendor partnership for system integration to GEICO systems to successfully drive program initiatives and meet planned milestones for each program increment. • Developed and implemented agile workflows for 6 CRM verticals and supporting vendor development team, increasing planned deliverables from 50 items to 75+ items per release.• Worked with project managers, vendor, and technical teams in cross-functional environment to implement detailed quality assurance plans that reduced program defects by 15% and increased stakeholder satisfaction ratings. Show less

• Launched a new workflow management system for the Underwriting Department of 3,000+ employees which moved their paper risk assessments to electronic handling, increasing the efficiency of each employee, and allowing for assessments to be quality reviewed at a corporate level.• Successfully implemented a new workflow management system for Compliance Department on Corporate Complaints, eliminating the need for paper files to be manually walked from person to person, decreasing lag time from… Show more • Launched a new workflow management system for the Underwriting Department of 3,000+ employees which moved their paper risk assessments to electronic handling, increasing the efficiency of each employee, and allowing for assessments to be quality reviewed at a corporate level.• Successfully implemented a new workflow management system for Compliance Department on Corporate Complaints, eliminating the need for paper files to be manually walked from person to person, decreasing lag time from a two-week time in process to one hour, and streamlined internal processing.• Managed project delivery of a new workflow management system for the Legal Department, which moved their case work from paper files to electronic files, increasing their ability to handle larger caseloads by 15%.• Utilized machine learning to implement automated workflows to replace 15+ work types reducing over 5,000 daily manual tasks from creating customer letters to making changes to policies. Show less

• Built technical requirements through use cases, view specs, and technical design documents.

• Directed a 15-person team responsible for reviewing exposures on policies with underwriting risks to reduce the company underwriting ratio for increased profitability.• Maintained high team performance goals, ranking number 1 of 10+ teams for 5 years in a row.

• Rotated every 60 days to the lowest quartile teams, coaching their bottom quartile associates to improve the metrics results or find best placement for those not able to maintain performance requirements. Successfully improved performance results in 19 of 20 teams.

• First associate to achieve 5 of 5 performance rating on metrics in a Reissue Department, ranking number 1 of 1,000+ employees. (Nov 2003)