Melissa Roan
Chandler
Summary
Customer-centric, performance-focused and goal driven program leader with over 10 years of experience in financial services and IT. Excellent at developing and implementing efficient business processes to maximize team performance and business growth. Exceptional communicator and collaborative teammate working effectively with cross-functional teams globally. Effective at managing strong relationships with individuals, vendors, supply chain and Lines of Business (LOB)
Overview
19
19
years of professional experience
Work History
Program Manager
Matlen Silver
Chandler
08.2021 - 12.2025
- Managed the national ITCL program for the Bank of America account
- Established, fostered and maintained close relationships with the MSP Program Consultants and Program Managers through email, phone and in-person interaction
- Created and implemented enterprise-wide structured processes for employee cross-training, expanding organizational knowledge and improving volume management
- Increased Matlen Silver’s requisition, interview and offer volume by 30% through establishing and managing key relationships with the MSP
- Managed quarterly progression and actual performance of Key Performance Indicators (KPI’s) for client scorecard consistently scoring in the 90th percentile. Responsible for ensuring company’s highest level of service to the client in order to remain a Preferred Supplier
- Governed program execution across large sales and delivery teams, maintaining full compliance with the rules of engagement
- Managed enterprise VMS workflows to ensure consistency, compliance, and operational excellence across submissions, interviews, offers and onboarding
- Oversaw enterprise immigration program functions, including visa validity tracking, H-1B transfers, H-1B lottery management, and Green Card sponsorship
Program Manager, Strategic Accounts
Artech LLC
Chandler
08.2015 - 08.2021
- Managed the national Contingent Workforce Programs for the Wells Fargo and Truist accounts
- Created and implemented structured processes across the organization for cross trainability of employees, enabling better volume management and diversifying knowledge
- Supported and partnered with multiple MSP program teams and globally distributed cross-functional teams
- Managed quarterly progression and actual performance of Key Performance Indicators (KPI’s) for client scorecard. Responsible for ensuring company’s highest level of service to the client in order to remain a Preferred Supplier
- Managed all audits and compliance for the Wells Fargo program; scoring an average of 99.6% annually on data accuracy and adherence to program requirements
- Managed client initiatives, audits, RFP’s, client manager requests, MSP and Supply Chain requests and escalations
- Identified and addressed performance deficiencies with delivery and management teams, improving adherence to program requirements
- Vetted and managed the activities of 3rd party suppliers/ subcontractors, mitigating potential risk to the client by 100%
- Lead weekly sales team meeting, collaborating on open requisitions and addressing program updates and changes
- Trained, mentored and lead new and existing team members globally. Provide ongoing education and support of team members to ensure 100% program adherence
- Oversaw vendor contract negotiations, purchase orders (PO’s), contract extensions, pay increases, background checks and onboarding
- Managed internal and external relationships with key stakeholders
Program Coordinator
ATR International, Inc.
Chandler
06.2013 - 08.2015
- Managed the national account operations for the Wells Fargo account ITCL program
- Created an internal reporting system for management to easily access client, resource and employee data and metrics
- Oversaw quarterly progression and actual performance of Key Performance Indicators (KPI’s) for client scorecard. Responsible for ensuring company’s highest level of service to the client in order to remain a Preferred Supplier
- Managed the relationships with 3rd party suppliers for the subcontracting program. Led vendor onboarding which included: vendor selection, Master Service Agreement (MSA) negotiations, visa verification, Certificate of Insurance review and generating Purchase Orders (PO)
- Conducted background checks and onboarded contractors in a timely manner to ensure resources were delivered to the client by the targeted start date
- Provided daily support to 150+ contractors which included: contract extensions, negotiating raises, reviewing benefits, payroll issues and handling escalated concerns with the contract and/or client; growing retention by 40%
Operations Specialist
FITCH
Scottsdale
10.2011 - 06.2013
- Led all Human Resource operations including: Full cycle recruiting/ interviewing of contractors and permanent employees, initiating offer letters, reviewing benefit programs and insurance, running background checks, checking references and providing support during the onboarding process
- Provided solutions that mitigated contractor/employee concerns resulting in issue resolution by 30%
- Met with high revenue clients, worth $10,000,000 in portfolio values, to ensure that services met their expectations
- Organized and executed offsite conferences, facilitating strategic planning initiatives and showcasing Fitch’s value to potential clients
- Provided weekly, monthly and quarterly data analysis of projected budget and actual performance, industry trends and HR metrics
- Organized and led weekly meetings with Directors and Executives
Senior Academic Counselor
University of Phoenix
Phoenix
04.2007 - 06.2011
- Educated more than 800 undergraduate and graduate students about effective course selection and course completion strategies, growing graduation rates by 25%
- Guided students on how to overcome personal and professional challenges, enabling continuance of their collegiate trajectory
- Trained and mentored more than 30 new Academic Counselors, growing their job duty knowledge by 50%
Education
B.A. - Communication/Public Relations, Political Science
Washington State University
Pullman, WASkills
- Risk management and process improvement
- Team leadership and development
- Relationship management and vendor oversight
- Data analytics and problem solving
- MS Office Suite proficiency
- Recruitment and onboarding strategies
- Business development and client engagement
- Workforce management systems expertise
Timeline
Program Manager
Matlen Silver
08.2021 - 12.2025
Program Manager, Strategic Accounts
Artech LLC
08.2015 - 08.2021
Program Coordinator
ATR International, Inc.
06.2013 - 08.2015
Operations Specialist
FITCH
10.2011 - 06.2013
Senior Academic Counselor
University of Phoenix
04.2007 - 06.2011
B.A. - Communication/Public Relations, Political Science
Washington State University