1. Melissa Brannan
5209 Clearwater Ct
Amarillo, TX 79110
Cell Phone (325) 660-4206
Irishlissa78@gmail.com
Education
Hardin-Simmons University, Abilene, Texas
BBS, Major: Public Relations and Advertising, Minor: Leadership, 2003
West Texas A&M University, Canyon, Texas
Master’s Degree: Instructional Design and Technology , partially obtained
Work Experience
Damage Prevention Manager, Texas811, 2014-2016
 Build, foster, and maintain relationships with stakeholders in damage prevention across West
Texas
 Provide training regarding the process and laws of 811 as regulated by the Texas Railroad
Commission for utility operators and excavators
 Support Operations function by providing feedback from current and potential members and
excavators for service improvements/opportunities
 Support marketing function by identifying prospective members and communicating benefits
of membership
 Organize, facilitate, and send correspondence for six Damage Prevention Councils
 Work with teams to strategize and plan and execute effective events to spread public
awareness of requirements of safe excavation
 Actively engaged with the Safety Committee of the Texas Gas Association providing training
sessions at annual conferences and hosting annual Safety Roundtables
Learning Consultant, Dearborn National, 2009-2014
 Develop and deliver effective and efficient training via classroom, on-the-job, and eLearning
tools
 Track, measure, and report training outcomes
 Determine effectiveness in supporting desired business results
 Conduct operational assessments
 Analyze gaps in performance
 Recommend changes to curriculum, training design, delivery, and business processes
Performance Specialist, BlueCross and BlueShield of Texas (BCBS), 2007-2009
 Facilitate new hire training for claims processors and customer service
 Provide performance consultation and development for low performing employees
 Acknowledge and reinforce desired behaviors and results
 Create, analyze, and present quality performance reports to site management

2. Customer Advocate II, BlueCross and BlueShield of Texas, 2004-2007
 Demonstrate quality customer service for providers and members
 Follow-up on requested information from previous inquiries
 Strive to meet internal goals for BCBS
 Member of Blue Pulse Employee Survey Committee
 Member of Employee Charitable Committee
 Member of Phase IV Communication Improvement Team
 Assisted State of Texas customer service at other sites
Preschool and Nursery Intern, Beltway Park Baptist Church, 2004-2008
 Oversee nursery activities and personnel (10-15 employees) on Sundays and Wednesdays
 Recruit new volunteers
 Serve as contact for childcare workers, parents, and other staff
 Train new nursery workers in their respective classes
Childcare Worker, Beltway Park Baptist Church, 1998-2004
 Conduct complete childcare responsibilities for four to six infants
 Choir Director for 15-20 three to six-year olds on Wednesdays
Achievements
 Member of The National Society of Leadership and Success
 Member of Kappa Delta Pi, Education Honor Society
 DDI Certified Facilitator
Skills
 Twelve years of customer service experience
 Fourteen years of office experience
 Quick learner with excellent interpersonal skills
 Completes tasks and responsibilities with minimal supervision
 Computer skills in all Microsoft Office applications including: Word, Excel, Access, Publisher,
PowerPoint, Lotus Notes, Microsoft Office Outlook, and Microsoft Live Meeting