Melissa Vacha
Lyons,NE
Summary
Highly motivated, goal oriented, customer focused insurance professional with over 17 years of experience. I posses strong capabilities in communication, problem-solving, and time management which ensure exceptional service delivery. I excel in conflict resolution, customer relationship management, and process improvement to enhance operational efficiency. I also utilize active listening, empathy, and patience to build trust and foster positive interactions with internal and external customers.
Overview
21
21
years of professional experience
Work History
Insurance Services Representative II – Claims Services
Nationwide Insurance Company
05.2022 - Current
- Proven knowledge of Call Center Best Practices techniques and customer service expertise
- Attention to detail creating detailed loss reports with excellent written communication skills
- Used active listening skills to ensure the needs of customers, policy holders, and agents are met and addressed across multiple channels.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Managed workflow processes to meet deadlines while ensuring quality standards were met.
- Knowledgeable in claim service systems including: Towing, OYSARN, OYSPRN, DRIVE IN, ARMS, CLAIMS CENTER, CLAIMS GATEWAY, HORIZON.
- Continued Development: Certified Backup for Claims Specialty Unit.
- Served integral role in team development by providing leadership in team meetings and training team members on best practices.
Melissa’s Little Miracles Daycare
06.2015 - 03.2000
- Management, Leadership, and Decision-Making Skills
- Management of up to ten children with attention to individual needs and care
- Provided verbal direction and information effectively to parents
- Organized and planned weekly meals within state guidelines
- Delivered quality care and exemplary customer service
- State license and Professional continuing education.
- Administered first aid or CPR if needed in emergency situations.
- Taught basic skills such as color, shape, number recognition, personal hygiene, manners and social skills.
- Engaged in active listening with both children and parents to ensure understanding of instructions given.
- Provided a safe, nurturing and stimulating environment for the children.
Insurance Services Representative II – Claims Services
Nationwide Insurance Company
11.2008 - 08.2013
- Proven knowledge of Call Center Best Practices techniques and customer service expertise
- Attention to detail creating detailed loss reports with excellent written communication skills
- Ability to effectively communicate with customers, policy holders, and agents
- Knowledgeable in claim service systems including: Towing, OYSARN, OYSPRN, DRIVE IN, ARMS
- Continued Development: Certified Backup for Claims Specialty Unit.
Cosmetologist
Sunny’s Son’s Salon/ Sunny’s Studio
West Des Moines/Urbandale
11.2003 - 03.2009
- Provided excellent customer service while managing more than 150 regular clients
- Organized and prepared quarterly tax statements, maintained personal records for business insurance, and negotiated payment/contract terms
- Developed a loyal client base through active listening and problem solving used to identify and fulfill needs of each client.
- Attended continuing education classes to stay up-to-date with trends in the industry.
- Performed haircuts, coloring, highlighting and styling techniques, perms, and waxing.
- Boosted sales by educating clients on merchandise, upcoming promotions, and demonstrating how to use the products.
- Delivered best-in-class stylist services to customers to build brand and customer loyalty.
Education
Licensed Cosmetologist -
Professional Cosmetology Institute
Ames, IACareerstep/Online School Program for Professional Medical Coding and Billing
Skills
- Customer service
- Claim reporting
- Organizational skills
- Time management
- Teamwork
Timeline
Insurance Services Representative II – Claims Services
Nationwide Insurance Company
05.2022 - Current
Melissa’s Little Miracles Daycare
06.2015 - 03.2000
Insurance Services Representative II – Claims Services
Nationwide Insurance Company
11.2008 - 08.2013
Cosmetologist
Sunny’s Son’s Salon/ Sunny’s Studio
11.2003 - 03.2009
Licensed Cosmetologist -
Professional Cosmetology Institute
Careerstep/Online School Program for Professional Medical Coding and Billing
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