Malaysia Dorsey
Charlotte,NC
Summary
Results-driven professional with experience managing cross-functional initiatives, coordinating stakeholders, optimizing processes, and delivering projects in fast-paced, deadline-driven environments. Proven ability to oversee workflows from planning through execution, analyze performance metrics, mitigate risks, and improve operational efficiency. Strong communicator with a background in client delivery, operations, insurance, staffing, and analytics.
Results-driven professional well-versed in customer retention strategies and client relationship management. Known for delivering impactful solutions that enhance customer loyalty and satisfaction. Consistently collaborates with cross-functional teams to achieve organizational goals and adapt to evolving business needs with strong focus on conflict resolution and communication skills.
Overview
7
7
years of professional experience
Work History
RETENTION SPECIALIST
Cover Whale
Charlotte, NC
01.2025 - Current
- Manage a portfolio of client accounts while coordinating retention initiatives aligned with business objectives and service-level agreements.
- Lead client-facing workflows from issue identification through resolution, ensuring timely execution and stakeholder alignment.
- Analyze customer data, feedback, and usage trends to identify risks, improvement opportunities, and renewal strategies.
- Collaborate cross-functionally with underwriting, operations, and support teams to deliver solutions and meet project timelines.
- Track performance metrics, maintain documentation, and consistently meet KPIs in a high-volume environment.
RECRUITING MANAGER / ON-SITE SUPERVISOR
Staffmark at Shutterfly
Fort Mill, SC
09.2024 - 12.2024
- Served as primary point of contact for client stakeholders, overseeing end-to-end staffing projects aligned with operational goals.
- Managed high-volume workflows, coordinating hiring timelines, onboarding, and daily staffing operations.
- Led on-site operations, ensuring productivity targets, deadlines, and service commitments were met.
- Implemented process improvements that reduced time-to-fill and increased placement efficiency.
- Resolved escalations, mitigated risks, and maintained strong client relationships in a deadline-driven environment.
CATASTROPHE CLAIMS ANALYST
Allstate Insurance Co
Charlotte, NC
09.2021 - 07.2023
- Managed complex, high-value claims projects from intake through resolution, ensuring regulatory compliance and timeline adherence.
- Coordinated with internal teams, vendors, and policyholders to resolve issues and drive outcomes.
- Analyzed documentation, data, and policies to support decision-making and risk mitigation.
- Maintained detailed records, tracked progress, and delivered clear status updates to stakeholders during high-pressure situations.
ASSISTANT MANAGER
Luxottica
Greenville, NC
06.2019 - 08.2021
- Supported store operations by coordinating schedules, inventory workflows, and sales initiatives.
- Trained and coached team members, ensuring consistent execution of sales and service standards.
- Monitored performance metrics and implemented improvements to drive revenue and efficiency.
- Assisted with operational planning, merchandising execution, and daily task prioritization.
Education
Bachelor of Science - Public Health
East Carolina University
Greenville, NC12-2021
Skills
- Account Management & Client Retention
- Consultative Selling & Needs Discovery
- Negotiation & Objection Handling
- Relationship Building & Stakeholder Management
- Pipeline Management & Follow-Through
- Customer feedback analysis
- Upselling and cross selling
- Persuasion techniques
- Retention marketing
INTERNSHIPS
- SUPPLY CHAIN ANALYST INTERN, Lincolnton, NC
- MAY 2017 – JAN 2019
- Analyzed operational and supply chain data to identify inefficiencies and cost-saving opportunities.
- Created reports and dashboards to support leadership decision-making.
- Collaborated with cross-functional teams to improve supplier performance and reduce lead times.
- Assisted with process documentation and workflow optimization initiatives.
Timeline
RETENTION SPECIALIST
Cover Whale
01.2025 - Current
RECRUITING MANAGER / ON-SITE SUPERVISOR
Staffmark at Shutterfly
09.2024 - 12.2024
CATASTROPHE CLAIMS ANALYST
Allstate Insurance Co
09.2021 - 07.2023
ASSISTANT MANAGER
Luxottica
06.2019 - 08.2021
Bachelor of Science - Public Health
East Carolina University