Melissa Waltman

Worked directly with policyholders facing cancellation of their homeowners insurance, due to conditions or occupancy of the property, via telephone, email, and physical correspondence, to retain their policy with current underwriting company or other GEICO partners. Resolved over 175 cases per month.

Monitored and evaluated customer service calls and provided coaching and feedback to licensed agents and their supervisors to ensure accurate information was provided and agents met the GEICO standards for outstanding customer service were met or exceeded. Provided training to service floor agents for new products and strategies to improve customer satisfaction.

Received inbound calls into MOAT Service for various partners and call types to deliver exceptional customer service. Assisted policyholders with payments and policy changes in a professional and efficient manner.

• Responsible for the entire Youth Department including, Summer Camp, Preschool, Before and After School Care, Nursery, and special family events and youth clubs

• Interview, hire, train and manage more than 60 youth department employees annually

• Responsible for creating, maintaining and performing within a $200K annual budget for program operation

• Responsible for the management and supervision of 150 customer service phone associates per shift