Melissa Brown
Georgetown
Summary
Dependable office management professional brings many years of experience in administrative oversight. Self-starter and skilled team leader with history unifying staff under common goals, modeling organizational efficiency, and instilling customer service excellence.
Overview
28
28
years of professional experience
Work History
Office Manager
Jason Garner Agency
Georgetown
10.2024 - Current
- Managed daily office operations to ensure efficient workflow and communication.
- Oversaw inventory management, ensuring adequate supplies for office needs.
- Fostered a positive workplace environment through team-building activities and events.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Reviewed files and records to obtain information and respond to requests.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
ASR Radiology
Texas Children’s Hospital
Austin
10.2023 - 10.2024
- Welcomes and interacts with all patients, families, and visitors in a department to schedule, check-in and assist patients.
- Assist with any questions our patients have with prompt information and/or service related to appointment status, wait time, or unanticipated problems.
- Communicates with patient, staff, and providers regarding patient arrivals, delays, and clinic processes.
- Provides high quality, cost-effective patient care for clinicians and the patient/family.
Sales/Manager
State Farm Insurance
Georgetown
06.2020 - 10.2023
- Developed sales strategies to enhance client engagement and retention.
- Trained and mentored team members to improve sales techniques.
- Managed client relationships to ensure satisfaction and trust in services.
- Directed and coordinated products, services and sales activities.
- Supported sales team members to drive growth and development.
- Resolved customer complaints regarding sales and service.
- Assisted senior management in developing long-term strategic goals for the company's growth.
- Maintained accurate records of all transactions between customers and company representatives.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Created and presented monthly reports to management on sales performance.
- Established relationships with key clients, while maintaining existing customer base.
Manager- Personal Lines/Small Commercial Leader
Brown & Brown of Austin
03.2018 - 06.2020
- Overseeing two departments with two account specialists under me.
- Supervising their daily job duties and assisting in making sure the two departments are profitable.
- Running all expiration reports and monthly corporate reports.
- Weekly meetings with both account managers on numbers and expiration reports.
- Approve timecards, Approve vacation and PTO for each account manager.
- Leadership roles to make sure the departments grow.
- I am also the life specialist and work with our customers on obtaining life insurance.
- Overseeing retention and working closing with upper management to make sure all employees are conducting business on a professional manner and making sure the departments are growing.
- Personal Lines- I help service the customers and back up for the account manager for that book.
- I am the producer for the personal lines department.
- I cross sell from commercial to personal and round out our current accounts.
- Commercial Lines- I make sure that all renewals are being managed monthly.
- I check monthly expiration reports, running activity list and cross sell over to personal lines.
- Oversaw daily operations and ensured compliance with industry regulations.
- Managed team performance and facilitated regular staff training sessions.
- Developed strategies to enhance customer service and client satisfaction.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Created monthly reports for senior management summarizing operational performance metrics.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Conducted performance reviews for team members.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Implemented process improvements, resulting in an increase in operational efficiency.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Led team initiatives to enhance operational efficiency and streamline processes.
- Oversaw client relationships to ensure satisfaction and retention.
- Managed training programs for new employees and ongoing staff development.
- Coached and mentored individuals on professional development goals.
- Led a team of XX employees, ensuring high productivity and excellent customer service.
Personal lines account manager/sales
State Farm Insurance
03.2015 - 03.2018
- I managed 25% of the book of business in service and sales.
- Preparing documents for signature for new business, cancellations, endorsements, etc.
- Marketing to cross selling accounts.
- Working closing with each customer to give them the best customer service experience.
- Writing health insurance policies with Blue Cross Blue Shield and helping them decide what policy would be best suited for their lifestyle situation.
- Charlie Anderson Agency
Personal lines Sales Agent
State Farm Insurance
04.2013 - 03.2015
- Crossing selling the current book of business for the agency.
- Make sure all quotas for completed for the year and making sure growth is happening within the agency.
- Tracking our production and growth of the agency in sales.
- Maintaining the annual goals and numbers for the agency.
- Was backup account manager for entire agency as needed in service.
- Janis Martin Agency
Account Specialist/Sales
State Farm Insurance
04.2005 - 01.2013
- Pivot sales, cold calling for sales and working with local businesses for business insurance.
- Working with the public daily.
- Receiving and disbursing of monies.
- Preparing documents for signature for either auto, home, life, or health applications.
- Running reports for marketing, plus outside marketing.
- Keeping confidential records.
- Logging all phone conversations in daily log in computer.
- Filing insurance claims with different insurance companies.
- Bill Edmiston Agency
Manager
Evans, Ewan & Brady Insurance
04.1998 - 06.2002
- Account Specialist – Sales- pivoting for auto and home insurance and business insurance.
- Working with fifty different companies to quote insurance for customers.
- Providing excellent customer service.
- Personal lines Manager: Overseeing the personal lines department taking care of upset customers and making sure that all client issues are being managed.
- Marketing for the agency for new business policies.
- Making changes to policyholder’s accounts and reviewing coverages with policyholders.
- Running personal information on Choice point for insurance scores.
- Quoting insurance for personal lines, commercial and filing insurance.
Education
High School Diploma -
Georgetown High School
Georgetown05-1993
Skills
- Office operations
- Customer service
- Scheduling management
- Payment monitoring
- Client relationship management
- Team leadership
- Employee training
- Effective communication
- Problem solving
- Time management
- Staff management
- Clerical support
- Office management
- Office administration
- Meeting planning
- Policy implementation
- Business administration
- Administrative oversight
- Human resources
- Customer relations
- Travel coordination
- Staff hiring
- Documentation expertise
- Team supervision
- Organizational skills
- Operations management
- Policy and procedure modification
- Employee supervision
- Mail handling
- Workforce management
- Training and coaching
- Data entry
Timeline
Office Manager
Jason Garner Agency
10.2024 - Current
ASR Radiology
Texas Children’s Hospital
10.2023 - 10.2024
Sales/Manager
State Farm Insurance
06.2020 - 10.2023
Manager- Personal Lines/Small Commercial Leader
Brown & Brown of Austin
03.2018 - 06.2020
Personal lines account manager/sales
State Farm Insurance
03.2015 - 03.2018
Personal lines Sales Agent
State Farm Insurance
04.2013 - 03.2015
Account Specialist/Sales
State Farm Insurance
04.2005 - 01.2013
Manager
Evans, Ewan & Brady Insurance
04.1998 - 06.2002
High School Diploma -
Georgetown High School