Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Hancock

Saint Charles,IL

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience

Work History

National Account Manager Assistant

ALE Solutions, Inc.
07.2021 - Current
  • Daily communication via phone, or email with our customers which are the adjusters from the insurance carriers we work with.
  • Work with National Account Manager to ensure open and closed files are handled correctly, and managed throughout the lease for our customers policy holders.
  • Maintain billing deadlines by the 7th of each month for closed files.
  • Maintain notice to vacate deadlines with adjusters and seeking approval, or confirming move out.
  • Processing and sending billing to insurance carriers.
  • Manage the occasional escalation or issues with adjusters.
  • Covering for the National account Manager while she is out and assuming responsibilities with new claims & on going claims.
  • Reviewing invoices, and statements with adjusters when questions or confusion arise.
  • Submitting credits or refunds to insurance carriers.
  • Managing around 100-200 files at a time.
  • Strong attention to detail for ALE limit calculations and ensuring we stay within limit otherwise can turn into issues between carrier, ALE and their policy holders.




Receptionist/Administrative Assistant

Interfirst Mortgage Company
02.2021 - 06.2021
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Responded to inquiries from callers seeking information.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.

Receptionist/Administrative Assistant

Tiger Drylac USA
11.2020 - 02.2021
  • Answered phone promptly and directed incoming calls to correct offices.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Restocked supplies and submitted purchase orders to maintain stock levels.

Customer Service Assistant

Geneva Park District
07.2020 - 11.2020
  • Responded to customer calls and emails to answer questions about products and services.
  • Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.
  • Maintained clean and organized work environment to maintain customer safety.
  • Utilized problem-solving skills to address customer queries and complaints.
  • Organized and scheduled customer orders to appropriate departments.

Call Center Customer Service Representative

TeleTech Holdings
08.2019 - 12.2019
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.

Private Nanny

Self Employed
03.2018 - 08.2019
  • Provided a welcoming, child-friendly environment, which encouraged social and emotional development
  • Organized activities and promoted a safe environment
  • Fostered constant positive communication
  • Implemented positive discipline and redirection.
  • Developed strong relationships with parents, maintaining open communication about each child''s progress and needs.
  • Oversaw household duties such as light housekeeping tasks or running errands when required.
  • Played games, worked on puzzles, and read books to young children.
  • Prepared healthy, age-appropriate snacks and meals.

Optical Sales Associate/Optician

Eye Doctor's Optical Outlets
08.2017 - 03.2018
  • Scheduling
  • Optical Sales
  • Insurance Authorizations
  • Referrals
  • Pre-screen Patients
  • Data Entry.

Kids' Zone Assistant Site Coordinator

GENEVA PARK DISTRICT
10.2016 - 06.2017
  • Plan, organize, create and implement recreational activities
  • Staying in contact and maintaining good relationship with parents, the school district and the students
  • Attend and give feedback in weekly staff meetings
  • Create event calendar for each week
  • Evaluating when more staff is needed, what needs to be done and delegating plans before the day starts
  • Shopping for weekly needs.

Education

Bachelor of Arts - Sports Management

Millikin University
Decatur, IL
05.2016

Skills

  • Customer Service
  • Goal-Oriented
  • Account Management
  • CRM Software
  • Client Relationship Building
  • Time Management
  • Decision-Making
  • Communication skills
  • Organizational skills
  • Attention to detail

Timeline

National Account Manager Assistant

ALE Solutions, Inc.
07.2021 - Current

Receptionist/Administrative Assistant

Interfirst Mortgage Company
02.2021 - 06.2021

Receptionist/Administrative Assistant

Tiger Drylac USA
11.2020 - 02.2021

Customer Service Assistant

Geneva Park District
07.2020 - 11.2020

Call Center Customer Service Representative

TeleTech Holdings
08.2019 - 12.2019

Private Nanny

Self Employed
03.2018 - 08.2019

Optical Sales Associate/Optician

Eye Doctor's Optical Outlets
08.2017 - 03.2018

Kids' Zone Assistant Site Coordinator

GENEVA PARK DISTRICT
10.2016 - 06.2017

Bachelor of Arts - Sports Management

Millikin University

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Melissa Hancock