Michelle Baggarley-Nelson
Musella,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Regional Claims System Coordinator
GEICO
Macon, GA
09.2018 - 10.2023
- Assignment and delegation of system access and authority to all claims associates in accordance to Company and Sarbanes-Oxley standards and regulations.
- System testing and coordination of claims system updates.
- Provided Help desk support for 500+ claims associates.
- Provided technical support to staff members regarding software applications and hardware systems.
- Drafted reports summarizing progress on various projects for upper-level management review.
- Assisted with the preparation of presentations for senior management meetings.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Planned and completed group projects, working smoothly with others.
CSR Department Analyst
GEICO
Macon, GA
09.2011 - 09.2018
- Created reports, presentations, and other documentation of Associate and Department quality performance, rating and ranking for Upper Management review.
- Analyzed data to identify areas of improvement.
- Utilized formulas to extract data from queries into Excel spreadsheets.
- Developed dashboards to track productivity and expedite remediation of issues.
- Provided recommendations based on data analysis results.
- Participated in regular meetings with management to assess and address issues and identify and implement improvements.
CSR Coach
GEICO
Macon, GA
03.2010 - 09.2011
- Trained new customer service representatives on company policies and procedures.
- Performed additional tasks as assigned by senior management.
- Conducted regular meetings with team members to provide updates about changes in organizational structure or policy changes.
- Shared knowledge with team to foster growth and collaboration.
- Identified opportunities for continuous improvement in personal, departmental and organizational areas to enhance department and company performance.
- Coached team members on various aspects related to their roles such as soft skills training, sales techniques.
- Facilitated internal knowledge sharing sessions for team members to ensure consistency in providing quality services across all channels of communication with customers.
- Monitored performance metrics such as average handle time, first contact resolution rate, and call abandonment rate to assess team performance against set goals.
- Evaluated individual performance against key targets and goals established by management.
- Drafted comprehensive reports outlining team's progress towards achieving goals.
- Maintained updated knowledge through continuing education and advanced training.
- Planned and completed group projects, working smoothly with others.
Customer Service Representative
GEICO
Macon, GA
12.2003 - 09.2010
- Licensed Adjuster
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine Customer needs and accurately input information into electronic systems.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls and provided front line customer support or assistance with their claims.
- Developed strong relationships with customers by providing personalized assistance and support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain claim information.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Understood and followed oral and written directions.
- Recognized by management for providing exceptional customer service.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
Southwest High School
Macon, GA05-1982
Middle Georgia State University
Macon, GASkills
- Customer Service
- Information Collection
- Data Entry
- Discretion and Confidentiality
- Regulatory Compliance
- MS Office (Excel, Word, Outlook)
- Data Analysis
- Claims Handling
- Problem Solving
- Tech Support
Certification
- Licensed Property and Casualty Adjuster for Georgia, Louisiana and South Carolina
Timeline
Regional Claims System Coordinator
GEICO
09.2018 - 10.2023
CSR Department Analyst
GEICO
09.2011 - 09.2018
CSR Coach
GEICO
03.2010 - 09.2011
Customer Service Representative
GEICO
12.2003 - 09.2010
High School Diploma -
Southwest High School
Middle Georgia State University