Summary
Overview
Work History
Education
Skills
Relevantqualifications
Timeline
Generic

Kelley Macon

Atlanta,GA

Summary

Experienced professional with over 10 years of customer service and communication skills in government, non-profit, and corporate sectors. Known for building and maintaining strong relationships. Highly organized, detail-oriented, and efficient.

Overview

15
15
years of professional experience

Work History

Underwriter, ECC Business Lines Contact Center

State Farm Insurance Company
Atlanta
01.2013 - Current
  • Apply commercial underwriting guidelines and practices to potential and current customer circumstances and communicate decisions regarding eligibility, rating and terminations to agents, agent team members and peers from other segments
  • Communicate with Policyholders, Agents, and staff via a high volume of telephone contacts to resolve questions and issues efficiently
  • Consistently deliver remarkable customer experience through handling property claims
  • Investigated, evaluated, and resolved auto liability claims for 14 states by applying knowledge of policies, procedures, laws, statutes, and insurance regulations to determine coverage, liability, and property damage
  • Conducted separate required licensing workshop for auto claims employees around the country resulting in over 800 legally licensed claim specialists before go-live dates
  • Primary point of contact for 13 departments of insurance to obtain necessary information to address complex issues and questions
  • Receive and process claim information and communicate with internal and external customers via phone and other communication channels in a team environment to handle low complexity/high volume work.

Match Support Specialist

Big Brothers Big Sisters of Metro Atlanta
Atlanta
01.2011 - 01.2013
  • Completed monthly evaluations of over 300 established mentor/mentee relationships by various forms of contact focusing on safety, participant satisfaction and relationship development
  • Identified and resolved existing and potential problems and barriers via verbal and written communications with volunteers, mentees and parents to identify solutions to common problems in the match relationship.

Personal Follow-up Interviewer

United States Department of Commerce, Bureau of the Census
Atlanta
01.2010 - 01.2011
  • Traveled to the homes of over 2000 respondents across Georgia to explain the purpose of and conduct interviews over five separate operations including non-responsive household and households randomly selected for additional interviews.

Education

Master’s Degree in Sociology -

Georgia State University
Atlanta, Georgia

Bachelor of Science in Sociology -

State University of West Georgia
Carrollton, Georgia

Skills

  • Outstanding customer service and communication skills
  • Highly organized
  • Detail-oriented
  • Efficient

Relevantqualifications

  • Outstanding customer service and communication skills
  • Over 10 years of experience building and maintaining relationships across government, non-profit and corporate environments
  • Highly organized, detail oriented and efficient

Timeline

Underwriter, ECC Business Lines Contact Center

State Farm Insurance Company
01.2013 - Current

Match Support Specialist

Big Brothers Big Sisters of Metro Atlanta
01.2011 - 01.2013

Personal Follow-up Interviewer

United States Department of Commerce, Bureau of the Census
01.2010 - 01.2011

Master’s Degree in Sociology -

Georgia State University

Bachelor of Science in Sociology -

State University of West Georgia

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Kelley Macon