Shelly Spillmann
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Location: New Braunfels, TX, USA
School: Texas State University-San Marcos
Major: Communications

Shelly Spillmann

Shelly Spillmann​ ------------
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Objective – To contribute to USAA’s overall effectiveness as a Development Product Owner utilizing my well-rounded experience in DXD and my communications background.

Work Experience
USAA – DPM II in Digital Voice IVR (Interactive Voice Response)

Digital Product Manager II (9/2015 – Present)
♦ Serves as a DPO for one work stream that works IVR features across the enterprise
♦ Works in the JIRA platform
♦ Manages and implements P&C efforts in the Digital IVR system
♦ Serves as the POC for the Solutions Performance Tool program between Nuance and the Digital Voice Team
♦ Manages all CEO Complaints related to the IVR system
♦ Led competitive analysis research comparing other companies IVR system to USAA’s

Property Underwriter I (2/2013 – 8/2015)
♦ Led staff projects involving communication of the Operational Excellence analysis report to Member Experience (MX) leaders that focused on the daily business operation results
♦ Coordinated the up-skilling of the Property Underwriters to help mature their knowledge of the business
♦ Identified gaps and provided appropriate recommendations for the Homeowners truth statements
♦ Provided communication in response to legal Department of Insurance inquiries regarding laws and regulations

Underwriting Advisor (8/2010 - 2/2013)
♦ Advised, taught, and mentored MX and USAA Insurance Agency partners with underwriting business education
♦ Served on the Underwriting Knowledge and Development Program for MX Leaders project team that focused on delivering critical underwriting information to MX leadership
♦ Created and assisted with E-huddles, Brainsharks, and written communication for UW and the Enterprise

Solutions Underwriter (9/2008 - 8/2010)
♦ Determined acceptability and improved policy rating accuracy for all P&C insurance lines of business
♦ Made values-based and complex underwriting decisions while balancing USAA’s financial security, member experience, and regulatory requirements
♦ Co-led and implemented the Lifelong Relationship Team Streamline Escalation Matrix

Property and Casualty Representative (6/2006 - 9/2008)
♦ Demonstrated proficiency in acquiring, servicing, and retaining products to include handling complex files or member complaints with world-class service

Community Involvement
Kenedy Chamber of Commerce (2001 - Present)
♦ Board and Marketing committee member for annual Bluebonnet Days community festival
Kenedy ISD Education Foundation (2016 – Present)
♦ Board member and marketing committee member
Good Shepherd Lutheran Church (2008 - Present)
♦ Event Coordinator and Mistress of Ceremonies for annual Relay for Life Fundraiser

Development
Masters of Arts in Administration, with an emphasis in Communications (12/2013)
♦ University of the Incarnate Word, GPA 3.9
Bachelors of Mass Communications, with an emphasis in Public Relations and Minor in Business (5/2006)
♦ Texas State University

Project Manager, Mass Communications, Public Relations