Melissa Preston
Lawrenceburg,TN
Summary
Authorized to work in the US for any employer. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
Stillwater Insurance Company
02.2022 - Current
- Resolved customer inquiries regarding policy details and claims processing efficiently.
- Educated clients on coverage options and benefits to enhance understanding.
- Managed policy renewals, ensuring timely updates and accuracy in documentation.
- Facilitated collaboration with underwriters to identify risk factors and optimize underwriting workflows.
- Analyzed customer feedback to identify service improvement opportunities for better satisfaction.
- Implemented best practices for handling high-volume calls during peak periods successfully.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Assessed customer needs and recommended suitable insurance policies.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Set up customer payment plans to cover annual policies and renewals.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Streamlined office procedures by organizing files and implementing an efficient document management system.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
Commercial Property Manager
B A Commons
11.2019 - Current
- Managed day-to-day activities involving tenants, subcontractors and property management.
- Managed overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
- Managed and oversaw operations, maintenance and administration of properties.
- Directed collection of insurance premiums, taxes and incurred operating expenses.
- Prepared and submitted monthly tenant visit logs.
- Enhanced event space quality by partnering with construction crews and contractors to complete maintenance and repairs.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Met with clients to negotiate management and service contracts.
- Planned, scheduled and coordinated general maintenance or repairs for commercial or residential properties.
- Managed certificates of insurance for all tenants, insuring all were active an up to date.
Account Manager/Owner
Morris Insurance Agency
01.2004 - 09.2022
- Successfully solicited customers from County Governments, City Municipalities and Industry,
- Sold Group Policies and set up payroll deduction with HR departments,
- Worked with various and extensive lists of underwriters.
- Entered leads and new applications, pulled data reports and submitted changes to attract and retain customers and increase business.
- Handled modification and updating of policies.
- Corresponded with insured or agent to obtain information or inform of account status or changes.
Insurance Agent/CSR
Mickey Wills State Farm
07.1998 - 08.2003
- Fostered strong relationships with current and prospective clients to maintain client retention.
- Entered leads and new applications, pulled data reports and submitted changes to attract and retain customers and increase business.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Applied basic insurance underwriting knowledge to evaluate and analyze information.
- Attended training and educational seminars to enhance knowledge and credentials.
- Navigated computer system to look up customer information and update policies.
- Examined claims, records and procedures to grant approval of coverage.
- Examined automobile policies with third-party liability, accident benefits and collision benefits.
- Corresponded with insured or agent to obtain information or inform of account status or changes.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Prepared and reviewed insurance-claim forms and related documents for completeness.
- Used insurance rate standards to calculate premiums, refunds, commissions and adjustments.
Insurance CSR
Alfa Insurance
09.1996 - 07.1998
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Corresponded with insured or agent to obtain information or inform of account status or changes.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Used insurance rate standards to calculate premiums, refunds, commissions and adjustments.
Education
GED -
Lawrence County High School
Lawrenceburg, TN12.1997
Skills
- Problem solving, organizational, attention to detail, ability to work well with others and as a team
- Excellent oral and written communication skills
- Proficient in Excel and Powerpoint
- A valid Property & Casualty, Life & Health License
- Service-Oriented
- Time Management
- Willing to Learn
- Customer Service
- Familiar with various rating software
- Knowledge of Imageright
- Policy renewal management
- Risk assessment collaboration
- Live chat support
- Assertiveness
- Account updating
- Account management
Education and Training
other
Timeline
Customer Service Representative
Stillwater Insurance Company
02.2022 - Current
Commercial Property Manager
B A Commons
11.2019 - Current
Account Manager/Owner
Morris Insurance Agency
01.2004 - 09.2022
Insurance Agent/CSR
Mickey Wills State Farm
07.1998 - 08.2003
Insurance CSR
Alfa Insurance
09.1996 - 07.1998
GED -
Lawrence County High School