Melissa Mohorn
Summary
Strategic Consultant known for high productivity and efficiency in task completion. Specialize in business process optimization, risk management, and stakeholder engagement. Excel in problem-solving, communication, and adaptability to ensure successful project outcomes. Navigate complex challenges using analytical skills and collaborative approach to drive organizational improvements.
Overview
15
15
years of professional experience
Work History
Consultant
Progressive Insurance
01.2025 - 01.2026
- Educate customers on coverage options and insurance products, identifying needs-based opportunities for renter’s and homeowner’s policies while supporting retention and upsell goals.
- Managed 60–70 high-volume customer calls daily, resolving policy questions and processing account updates to uphold accuracy and efficiency metrics.
- Resolved complex or escalated customer concerns through active listening and solution-focused communication, ensuring schedule adherence in high-volume environment.
- Modeled effective call handling and problem resolution, providing guidance on coverage and systems to support peer performance.
- Process policy changes including vehicle and driver additions/removals, renewals, reinstatements, cancellations, and payments while ensuring compliance with company procedures.
Health Concierge
Aetna a CVS
01.2023 - 01.2024
- Informed members about preventive care and wellness programs, leading to better health outcomes.
- Provided personalized support to members, improving understanding of health plans, coverage, benefits, and costs.
- Resolved complex healthcare service issues, improving communication between members and providers.
- Documented and tracked member interactions using CRM tools, maintaining high service levels.
Helpdesk Support Team Lead
Core Logic
01.2019 - 01.2023
- Managed team performance to consistently achieve and exceed individual performance goals.
- Anticipated realtor needs and facilitated solutions to enhance operational efficiency and create new customer opportunities.
- Oversaw operations across 14 states, coordinating postings on various MLS boards.
- Completed input and editing of property listings for all locations.
- Presented at team meetings, both in-person and over video conference remotely.
CS Chat/Email Supervisor
Upsell24
01.2016 - 01.2018
- Supported 15 employees and delivered technical assistance to 100-200 daily customers for eCommerce products.
- Provide phone, email and chat-based customer service.
- Created and prioritized support tickets in Zendesk to streamline customer service processes.
- Delivered phone, email, and chat-based customer service to enhance customer satisfaction.
Customer Service Team Lead
Inktel
01.2014 - 01.2016
- Collaboratively manage direct reports, regularly assessing performance, providing direction, training, and mentoring.
- Managed team of 10+ to ensure timely processing of online customer orders for 300-400 customers daily.
- Facilitated creation and cancellation of loyalty plans, pricing adjustments, order tracking, and special offers to enhance customer retention.
- Coordinated with UPS to ensure accurate delivery address updates and timely RTS requests via Zendesk.
- Onboarding & credentialing vendors and processed submitted service requests for all escalations.
CSR/Member Services Rep
United Healthcare/Molina/UMA Academy
01.2011 - 01.2015
- Networked with customers and vendor partners to strengthen and sustain long-term business relationships.
- Checked for covered procedures, verified correct CPT codes before sending to insurance and handled insurance denials.
- Verified covered procedures and CPT codes prior to insurance submission and resolved insurance denials.
- Organized technical support with McGraw Hill online registration for students, assisting with class and book assignment issues (Blackboard/Canvas).
Education
Diploma of Applied Science - Medical Reimbursement and Coding
Bryant & Stratton College
BS - Psychology Pre-Counseling & Therapy
Capella University
Skills
- CRM proficiency
- Data Analysis
- Documentation review
- Case coordination
- Client services
- Microsoft Suite
- Client-Centric Philosophy
- Data analysis
Leadership Experience
Proven leader with a strong ability to inspire and guide teams toward achieving organizational goals. Skilled in fostering collaboration between interdisciplinary teams to delegate tasks effectively, and motivating individuals to perform at their best. Experienced in decision-making under pressure, resolving conflicts, and implementing strategies that drive team success. Committed to leading by example, promoting a positive and inclusive work environment, and mentoring others to develop their skills and reach their full potential.
Timeline
Consultant
Progressive Insurance
01.2025 - 01.2026
Health Concierge
Aetna a CVS
01.2023 - 01.2024
Helpdesk Support Team Lead
Core Logic
01.2019 - 01.2023
CS Chat/Email Supervisor
Upsell24
01.2016 - 01.2018
Customer Service Team Lead
Inktel
01.2014 - 01.2016
CSR/Member Services Rep
United Healthcare/Molina/UMA Academy
01.2011 - 01.2015
Diploma of Applied Science - Medical Reimbursement and Coding
Bryant & Stratton College
BS - Psychology Pre-Counseling & Therapy
Capella University