Julia Michelle Metesh
Southgate
Summary
Dynamic Supervisor with a focus on ACG support and exceptional customer service. Strong analytical and leadership abilities support rapid problem resolution and process enhancement. Strategic initiatives lead to improved operational efficiency and productivity. Focused on developing unified teams that achieve and exceed established performance metrics.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Supervisor, Agent Resolution Support
AAA The Auto Club Group
02.2020 - Current
- Support and develop team members to successfully meet their goals.
- Develop and identify team KPIs to drive organizational success.
- Manage phone queues to ensure adequate coverage.
- Extensive involvement in managing incidents using ServiceNow.
- Assist in identifying and addressing system defects.
- Leverage comprehensive system and product knowledge to provide effective support to both internal and external customers.
- Deliver advanced technical support for ACG systems and help others do the same.
- Collaborate across departments to improve ACG’s success and reach organizational objectives.
- Develop Excel reports and perform data analysis to uncover top call trends and caller issues, assisting in closing knowledge gaps.
- Collect and analyze data on coaching trends and appeasements to reduce unnecessary costs and improve member experience.
- Develop training materials and job aids and conduct training sessions on these topics.
- Provide support for the Linkoln project, concentrating on training and development to help her be as effective as possible.
- Convey and present information on a variety of topics.
Member Relations & Quality Supervisor
MSC - Insurance
08.2019 - 01.2020
- Mentored and trained team members to enhance their skills and performance.
- Directed a team to successfully meet objectives and targets.
- Acquired expertise in ServiceNow incident management and troubleshooting.
- Expanded proficiency in AAADrive, focusing on technical support.
Insurance Product Specialist
MSC - Insurance
06.2016 - 08.2019
- Mentored and developed agents (both new hires and experienced) by enhancing their insurance knowledge to achieve sales and service goals, including reviewing underwriting and processing rules.
- Served as a liaison between agents and other departments to resolve complex customer issues related to policies, procedures, underwriting guidelines, and premium increases.
- Facilitated individual and departmental training, including customer service (NPS), billing, coaching, call monitoring, and more.
- Generated Excel reports detailing the top callers to the Assist Line each month.
- Collaborated on NPS initiatives to identify opportunities for improving customer satisfaction based on survey data, creating Excel reports to track training and multiple PowerPoint presentations for training materials, layout, and schedules.
- Performed extensive work with AAA Insurance Link, including system navigation, Policy Center, Billing Center, and more.
Customer Service and Sales Representative
MSC-Insurance
10.2013 - 05.2016
- Guided members in identifying their insurance needs and explaining insurance and membership products.
- Ensured compliance with corporate and underwriting guidelines to accurately rate policies.
- Handled challenging discussions regarding insurance concerns, explaining policy ratings and the factors influencing them.
- Supported new hire training for insurance agents, including collaborative active listening to master proper call flow.
Education
Bachelor of Arts - Political Science
Wayne State University
Detroit, MI01.2010
Skills
- Data analysis and critical thinking
- Team development and training
- Incident management and resolution
- Customer relationship management
- ServiceNow administration
- Communication skills
- Problem solving and analytical thinking
- Performance management
Certification
- Property & Casualty: GA, IA, IL, IN, KY, MI, MN, ND, NE, OH, TN, FL, WI & WV
Projects
Linkoln, Knowledge Management - AAALearn, NPS Improvement Plan, Michigan No-Fault Reform, Billing Assessment Training
Awards
Bronze 03/08/2019: Corporate Value – Service (NPS Improvement Plan), Bronze 03/28/2019: Corporate Value – Service (Product Specialist of the 1st quarter 2019), Unsung Hero 2020 MI Reform
Qualifications
- Demonstrates strong leadership, training, communication, customer service, and problem-solving abilities.
- Possesses comprehensive knowledge of systems and products, with experience in ServiceNow incident management, system defect identification, and resolution.
- Holds a Property and Casualty insurance license in Michigan and non-resident licenses in twelve additional states.
- Proficient in systems including POC+, S&S, AAA Insurance Link, ServiceNow, as well as Microsoft Windows, Outlook, Word, Excel, and PowerPoint.
Timeline
Supervisor, Agent Resolution Support
AAA The Auto Club Group
02.2020 - Current
Member Relations & Quality Supervisor
MSC - Insurance
08.2019 - 01.2020
Insurance Product Specialist
MSC - Insurance
06.2016 - 08.2019
Customer Service and Sales Representative
MSC-Insurance
10.2013 - 05.2016
Bachelor of Arts - Political Science
Wayne State University
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