Melissa Kelley
Customer Service Specialist
Macon,GA
Summary
Years of experience in multiple fast-paced environments. A quick learner who is flexible; taking on new tasks as needed.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
GEICO, Macon
, GA
03.2017 - Current
- Customer service at GEICO is a fast-paced environment
- Licensed or all states except MI and HI.
- In this job I have to be empathetic to those who call in when needing a payment plan or an alternative to a payment
- Excited for those who are making changes such as a move or adding a car
- Loss Report Tech
- In loss reports I assisted customers from all across the US and some of the US territories in filing their claims for the first time
- In this job I had to express empathy towards a customer or a claimant when taking their information
- Even though I did not handle the claim process, I could help people with the next steps such as who handled the claim from there or even setting up an inspection to determine where to take things next.
Loss Report Tech
GEICO
Macon, GA
2014.07 - 2017.02
- Cultivated interpersonal skills by building positive relationships with customers.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Processed and recorded new claims.
- Escalated claims whenever needed.
Roadside Assistance Dispatcher
GEICO
Macon, GA
02.2012 - 07.2014
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Provided customers with information on products and services.
- Answered phone calls and responded to customer emails.
- Coordinated with drivers to facilitate efficient pickup and drop off times.
- Assisted in resolving customer complaints and grievances.
- Communicated with customers to provide pickup and drop off updates.
- Scheduled pickups and dropoffs according to customer needs.
- Utilized dispatch software to enter customer information to coordinate pickups and dropoffs of customers and their vehicles.
Cashier
WalMart
Warner Robins, GA
01.2009 - 02.2012
- While working at WalMart I worked as a cashier in the smoke-shop
- This register was often the only register open early in the mornings
- I also handled large sums of money while working at this register as it filled in for the Money Center to cash checks when the lines for that department got too long
- I also filled the cigarette and tobacco stocks along with my cashier duties
- Before my tenure at WalMart ended I was also responsible for many high dollar items that were moved behind the register.
Graphics Designer
Buyer's Connection
Warner Robins, GA
06.2007 - 11.2008
- Created digital image files for use in digital and traditional printing methods.
- Developed display, marketing, and packaging materials to support product branding strategies.
- Contributed design ideas in early planning stages with customers and project managers.
- Researched trends and projected industry changes to capitalize on emerging opportunities.
- Designed website layouts, templates, and unique branded looks.
- Applied knowledge of production to create high-quality images.
- Created broad range of work using various design techniques.
- Edited and enhanced existing artwork and graphics.
Education
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Central Georgia Technical College
01.2003 - 01.2007
Skills
65 WMP Typingundefined
Timeline
Customer Service Representative
GEICO, Macon
03.2017 - Current
Loss Report Tech
GEICO
2014.07 - 2017.02
Roadside Assistance Dispatcher
GEICO
02.2012 - 07.2014
Cashier
WalMart
01.2009 - 02.2012
Graphics Designer
Buyer's Connection
06.2007 - 11.2008
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Central Georgia Technical College
01.2003 - 01.2007
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