Summary
Overview
Work History
Education
Skills
Locations
Timeline
Generic

Michelle Hines

Saint Charles

Summary

Dynamic professional with extensive experience in client relationship management and project execution. Skilled in risk management and team leadership, consistently delivering successful outcomes for major banking partnerships through effective communication and strategic planning.

Overview

15
15
years of professional experience

Work History

Client Relationship Manager

Client Services, Inc.
St. Charles
11.2016 - Current
  • Act as liaison between major banks and organization to manage relationship including onboarding, new programming initiatives, SLA's, operational metrics, project management, risk management, and audits.
  • Analyze and execute efficient processes for all client-related functions.
  • As a member of the Change Control Committee, lead corporate change control processes to effectively communicate and approve awareness of company-wide changes related to business strategies, system changes and updates, and other developments as needed.
  • As a member of the Supplier Management Committee, oversee risk and compliance for all relationships with third party suppliers of organization.
  • Ensure compliance with all client contracts.
  • Manage and lead a team of client support and control specialists.
  • Create specific policies for departments to effectively adhere to client requirements.
  • Manage risk management and reporting activities with respective subject matter experts, executive staff, and clients.
  • Direct development of new programming initiatives to establish controls and mitigate risk.
  • Work closely with clients and auditors for external audits and assessments to demonstrate processes and controls related to all aspects of the company, including risk and compliance programs, operational functions, and third-party supplier management.
  • Assess client needs and develop plans to adequately address current and future objectives.
  • Work with clients to address and respond to client and partnership management issues.
  • Coordinated staff meetings to discuss developmental strategy, best practices and process improvements.
  • Utilize independent discretion to analyze, determine and develop efficient processes for all client related functions.
  • Perform and manage monthly, quarterly, and annual audit requirements from clients.
  • Identify and resolve all issues and opportunities with internal client processes.
  • Develop comprehensive project plans to be shared with clients and staff members.
  • Perform risk management to minimize project risks.
  • Project coordination for all company projects.

Process Coordinator

Client Services, Inc.
Saint Charles
12.2014 - 11.2016
  • Ensured all appropriate documentation for all new hires was completed and maintained.
  • Verified employment history, education, and references.
  • Thoroughly pre-screened candidates to ensure all requirements were met for open position.
  • Scheduled candidates for interviews with management.
  • Ensured all client required prescreening of each candidate was completed prior to onboarding.
  • Responsible for submitting potential new hire offers and scheduling them for new hire class.

Front Desk Coordinator

Frontier Health Center
O'Fallon
01.2011 - 12.2014
  • Greeted patients at the front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained office supplies by taking inventory and submitting orders for low-stock items.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Collected payments and verified insurance.

Education

Bachelor of Arts - Human Resources Management

Lindenwood University
Saint Charles, MO
12.2017

Skills

  • Decision Making
  • Time Management
  • Leadership and Managerial Skills
  • Project Initiating
  • Project Planning
  • Project Executing
  • Project Monitoring and Controlling
  • Project Closing
  • Customer Relations
  • Troubleshooting
  • Policy and procedure creation and management
  • Attention to Detail
  • Risk Management
  • Third Party Oversight
  • Verbal and written communication
  • Data Analysis
  • Client onboarding

Locations

  • 63028, Saint Charles, MO, 63301
  • Festus, Festus, MO

Timeline

Client Relationship Manager

Client Services, Inc.
11.2016 - Current

Process Coordinator

Client Services, Inc.
12.2014 - 11.2016

Front Desk Coordinator

Frontier Health Center
01.2011 - 12.2014

Bachelor of Arts - Human Resources Management

Lindenwood University

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Michelle Hines