Melissa Pope
Richland,WA
Summary
Experienced professional with 25+ years of delivering exceptional customer service. Skilled in using effective communication, active listening, and problem-solving to provide tailored solutions that enhance customer experiences and build loyalty. Committed to delivering compassionate, timely, and accurate service with integrity, consistently exceeding client expectations.
Overview
32
32
years of professional experience
Work History
Claims Manager 2
SERVPRO of Tri-Cities West and Franklin County
03.2021 - Current
- Perform intake and file set up for new claims, residential and commercial.
- Maintain job files and active claims in various stages of progress through file close out.
- Monitor and ensure insurance client requirements are met by meeting KPM's and performing timely and accurate auditing processes.
- Create estimates for various loss types (water, fire, mold, biohazard, storm, etc.)
- Coordinate subcontractors.
- Maintain internal and external communications with customers and clients.
- Manage large loss commercial claims.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
Customer Operations Specialist/Trade Spend Oversight
Lamb Weston
01.1998 - 11.2020
- Performed deduction research and resolution.
- Provided measurable sales reporting and tracking.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Administered customer contracts.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross trained and provided backup to all foodservice accounts.
- Created and implemented SOP's.
- Consistently provided timely, accurate and customer-oriented services.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
Marketing Coordinator
Lamb Weston
01.1993 - 01.1998
- Prepared and presented monthly sales tracking analysis.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Coordinated with design and media teams to develop high-quality creative assets.
- Maintained promotional activity calendar.
- Prepared and presented customer presentations.
- Updated and published company's Foodservice Full Product Line brochure.
- Wrote and distributed press releases to increase brand visibility.
- Worked with various vendors to provide competitor industry tracking.
- Assisted in creation, design and implementation of ad campaigns and special programs.
Education
General Studies -
Columbia Basin College
High School - undefined
Kamiakin High School
Skills
- MS Office suite software proficient
- Vendor relations
- Customer relationship management
- Multitasking
- Organizational and time management skills
- Problem solving
- Accounting
- Customer service and relationship management
- Claims processing
- Expense control
- Claims auditing
- Maintain knowledge of rules, laws, policies and industry regulations
Timeline
Claims Manager 2
SERVPRO of Tri-Cities West and Franklin County
03.2021 - Current
Customer Operations Specialist/Trade Spend Oversight
Lamb Weston
01.1998 - 11.2020
Marketing Coordinator
Lamb Weston
01.1993 - 01.1998
High School - undefined
Kamiakin High School
General Studies -
Columbia Basin College
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