Melissa Pence
South Vienna ,OH
Summary
Reliable and eager to help. Always willing to find the answer to help the customer. In the technology field, I was available to install hardware and software when needed. I provided support and training to the teaching staff when new programs were brought on board, printed grade cards and managed the network servers. As a customer service representative on phone support, I took inbound calls regarding hazard insurance for mortgage holders with wells fargo. I was responsible for updating accounts with new insurance information from year to year. This required tracking down documents that had been scanned into an electronic system, calling insurance agents for updated information and applying refunds if customers had been wrongly charged. My skills overall as a customer service representative have always earned me very high rankings in my company audits.
Overview
26
26
years of professional experience
Work History
Home Decor Designer
Self Employed Web
Springfield, Ohio
04.2015 - Current
- Created and hand made home decor goods according to trends.
- Set up and maintained booths at Vintage craft of antique shows.
- Assisted customers in decisions on decor items.
- Provided customer service with a smile.
- Encouraged shoppers to support the retail industry.
Licensed Insurance Agent
Sarah Howard American Family
Tipp City, OH
01.2013 - 01.2015
- Pursued continued professional development through insurance workshops, course and webinars.
- Offered policy guidance and management to promote asset protection.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Received underwriting approvals after accurately completing applications for insurance coverage.
- Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Drove client retention by increasing savings opportunities and identifying premium discounts.
- Cultivated lasting professional relationships and grew client referrals to promote agency success.
Customer Service Representative
Assurant
Springfield, Ohio
08.2012 - 01.2014
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- 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.
Hazard Insurance Processor
Assurant
Springfield , Ohio
06.2008 - 01.2011
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Verified policy holder data, including age, contact number and physical address.
- Complied with confidentiality regulations in handling customer information.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Corresponded with insurance customers and agents to obtain or relay information on account status changes.
- Handled modification and updating of policies.
Computer Technician Assistant
Northeastern High School
Springfield, Ohio
08.1998 - 06.2006
- Trained users to operate and manage hardware and software.
- Identified hardware issues caused by component failures using approved diagnostic tools.
- Configured computers to network drivers and connected to printers and other peripheral equipment.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Diagnosed and determined system issues to route for repair.
- Identified and eliminated computer viruses and threats, implementing measures to protect against future data breaches.
- Served as network administrator by creating accounts and managing permissions for users.
- Installed computers and other devices individually and across networks, testing connections to support proper functioning.
- Maintained inventory of IT supplies by regularly checking and documenting levels.
- Troubleshot devices to identify and solve issues with hardware or software performance.
- Supported users with fax machines, printers and other output devices to facilitate local connectivity requirements.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Configured new employee work stations consisting of hardware, software and peripheral devices.
- Updated software versions with patches and new installations to close security loopholes and protect users.
Education
GED -
Springfield North High School
East Springfield, NY02.1988
Skills
- Attention to Detail
- Network Operating Systems
- Remote Support
- Problem Replication
- Hardware Configuration
- Network Security Measures
- Server Installations
- Troubleshooting and Diagnostics
- System Upgrades
- Software Installation
- Printers and Peripherals Installation
- Customer Service
- Troubleshooting Network Issues
- Customer Data Confidentiality
- Customer Account Management
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Multitasking and Prioritization
- Verbal and Written Communication
- Office Equipment Proficiency
- Call Center Operations
- Courteous Demeanor
- Customer Relations
- Adaptive Team Player
- Retail Sales Customer Service
Timeline
Home Decor Designer
Self Employed Web
04.2015 - Current
Licensed Insurance Agent
Sarah Howard American Family
01.2013 - 01.2015
Customer Service Representative
Assurant
08.2012 - 01.2014
Hazard Insurance Processor
Assurant
06.2008 - 01.2011
Computer Technician Assistant
Northeastern High School
08.1998 - 06.2006
GED -
Springfield North High School
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