Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Melanie Blankenship

DUNDALK,MD

Summary

Hardworking employee with strong customer service, multitasking, and time management abilities. Devoted to giving every customer whether internal or external the best experience possible.

Overview

20
20
years of professional experience

Work History

Senior Testing Consultant

Farmers
Owings Mills , MD
04.2020 - 09.2023
  • Organized meetings between stakeholders to discuss project details and timelines.
  • Conducted research and analysis of market trends, customer behaviors, and competitive landscape.
  • Created comprehensive reports on project progress and results for clients.
  • Collaborated with clients to develop action plans to address specific challenges and objectives.
  • Facilitated workshops with cross-functional teams to review current practices related to innovation and growth opportunities.
  • Evaluated existing systems and processes against industry best practices for efficiency enhancement purposes.
  • Reviewed existing policies and procedures and suggested improvements where necessary.
  • Coordinated activities among internal departments while ensuring compliance with all applicable laws and regulations.
  • Maintained strong relationships with key stakeholders throughout the duration of the project lifecycle.
  • Engaged in regular professional development activities such as attending webinars or reading relevant literature in order to stay abreast of current trends in the consulting industry.
  • Identified needs of customers promptly and efficiently.
  • Maintained positive working relationship with fellow staff and management.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Created plans to propose solutions to problems related to efficiency and defects including production problems. .
  • Determined consumer needs to provide products and services appealing to larger market.
  • Oversaw quality control to identify inconsistencies and malfunctions.

Senior Testing Consultant

Metlife Auto & Home
Baltimore, Maryland
06.2016 - 04.2020
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Customer Service Representative

St. Paul Insurance
Baltimore, Maryland
09.2003 - 06.2016
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Investigated customer complaints regarding product quality or service rendered.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Researched customer inquiries using available resources such as FAQs and online forums.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.
  • Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
  • ‪Responded quickly to customer inquiries, needs and problems.‪
  • Upheld high standards of customer services by responding to inquiries, needs and problems.

Education

High School Diploma -

North Carroll High School
Hampstead, MD
05-1988

Some College (No Degree) - Early Childhood Education

The Community College of Baltimore County
Catonsville, MD

Skills

  • Multitasking
  • Adaptability
  • Communication Skills
  • Problem-solving abilities
  • Risk Management
  • Professionalism
  • Conflict Resolution
  • Time management abilities
  • Microsoft Office

Affiliations

  • American Red Cross Blood Donor
  • Girl Scouts of America
  • Boy Scouts of America
  • Community Relations Committee
  • Diversity Committee

References

References available upon request.

Timeline

Senior Testing Consultant

Farmers
04.2020 - 09.2023

Senior Testing Consultant

Metlife Auto & Home
06.2016 - 04.2020

Customer Service Representative

St. Paul Insurance
09.2003 - 06.2016

High School Diploma -

North Carroll High School

Some College (No Degree) - Early Childhood Education

The Community College of Baltimore County

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Melanie Blankenship