Malissa Elwell
Belleville,MI
Summary
Experienced office management professional brings over 20 years of experience in the insurance field and administrative oversight. Self-starter and skilled team leader with history unifying staff under common goals, modeling organizational efficiency, and instilling customer service excellence.
Overview
21
21
years of professional experience
Work History
Office Manager
State Farm, Phil Pappas Agency
Dearborn Heights, Michigan
01.2015 - Current
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Ensured compliance with applicable laws regarding employment
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked effectively in team environments to make the workplace more productive.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Updated and maintained databases with current information.
- Identified needs of customers promptly and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
- Ensured compliance with applicable laws regarding employment practices.
- Assisted in recruiting, onboarding and training new employees.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Developed and implemented office policies and procedures.
- Managed, scheduled and coordinated office functions and activities for employees.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Supervised staff members, organized schedules and delegated tasks.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Delegated work to staff, setting priorities and goals.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Generated leads through cold calling, networking, and referrals.
Customer Service Manager
J.Jacobs and Associates
Orion, MI
05.2004 - 09.2011
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Monitored phone calls to provide feedback and coaching.
- Developed and implemented strategies for providing excellent customer service experience.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Education
Associate of Arts - Business Administration And Management
University of Phoenix
Tempe, AZ08-2015
P & C License
L & H License
Skills
- Billing
- Staff hiring
- Documentation and control
- Office administration
- Scheduling and calendar management
- Customer service
- Organizational skills
- Payroll and budgeting
- Staff management
- Employee training
- Policy implementation
- Team supervision
- Human resources
- Relationship building
- Policy and procedure modification
- Compliance monitoring
- Customer relations
- Scheduling
- Employee supervision
- Performance improvement
- Clear oral/written communication
- Workforce management
- Data entry
- Office management
- Training and coaching
- Administrative support
Timeline
Office Manager
State Farm, Phil Pappas Agency
01.2015 - Current
Customer Service Manager
J.Jacobs and Associates
05.2004 - 09.2011
Associate of Arts - Business Administration And Management
University of Phoenix
P & C License
L & H License