Michelle Strachan, MBA

Experience

• 

  Garretson Resolution Group

  Apr 2012 - Oct 2017

  ◆ Managed daily claims center operations, development and oversight of budget and cost control, forecasting of expenses, and ensured adherence to company policies and procedures.◆ Attracted, trained, and retained talent for team of 50+ members in Claims Center. Attracted and retained talent through strong interviewing and hiring of employees. Conducted regular performance reviews to identify areas of improvement for individuals.◆ Ensured training of staff in use of security systems and equipment.. Show less

  • Claims Center Manager

    Dec 2015 - Oct 2017

  • Claims Center Supervisor

    Dec 2013 - Dec 2015

  • Communications Unit Lead

    Mar 2013 - Dec 2013

  • Claims Center Representative

    Apr 2012 - Mar 2013
• 

  Epiq

  Oct 2017 - Oct 2023

  ◆ Oversee daily operations for client services and support with leadership of strategy planning and execution to optimize client satisfaction and retention.◆ Actively identify areas of opportunity to increase organizational success with improved performance, productivity, and efficiency and areas to reduce operational costs.◆ Revamped onboarding and training program for new hires.◆ Key liaison for law firm clients to establish and nurture relationships. Internal partner to relevant teams to provide timely response, information, and resources.◆ Partnered with cross-functional teams to identify priorities, ensure alignment across various projects, manage project resources, provide guidance and training, and cultivate positive and strong relationships.◆ Proactive in evaluation of goals to align operations, communicate updates to senior management.◆ Actively identified areas of opportunity for improvement to minimize costs and maximize the client experience. Show less ◆ Hands-on project leader with oversight of project planning, deliverables, and reports. Identified priorities and ensured milestone achievements and final project delivery deadlines. ◆ Established key relationships with clients, ensured project goals were met and that clients were informed of any issues related to projects.◆ Team leader for cross-functional teams establishing positive working relationships with key internal stakeholders to ensure all project business and technical deliverables, effective planning, and execution, and proactive problem-solving as needed. Analyzed client feedback surveys to improve future initiatives.◆ Facilitated training, coaching, and mentoring of project managers to ensure accomplishment of departmental goals.◆ Managed departmental budgets, forecasting, and cost control. Show less ◆ Leveraged legacy content to support innovative campaigns while optimizing a limited budget.◆ Created new processes to promote use of PMO standardized documents.◆ Strong organizational management and creative problem-solving abilities to adjust priorities efficiently, anticipate project obstacles, and adjust schedules to maintain steady progress.◆ Documented meeting minutes, managed competing demands, and met challenges successfully for delays, changes, or unexpected events. Show less

  • Client Service Manager

    Oct 2022 - Oct 2023

  • Senior Project Manager

    Jan 2019 - Oct 2022

  • Project Manager

    Oct 2017 - Jan 2019