Michelle Cimo
Lakeland,FL
Summary
Dynamic professional, excelling in effective communication and consistently high-quality service. Recognized for ensuring customer satisfaction through engaging interactions and timely resolution of concerns. Experienced in maintaining reliability, professionalism, and focus in high-pressure environments. Passionate about continued learning.
Overview
13
13
years of professional experience
Work History
Substitute Teacher
Kelly Education
Hillsborough County, Florida
04.2026 - Current
- Provided substitute teaching services across multiple grade levels and subjects, maintaining educational continuity in absence of regular teachers.
- Managed student behavior in diverse educational settings and adapted quickly to various classroom environments demonstrating flexibility and resourcefulness.
- Maintained a positive classroom atmosphere conducive to learning and collaboration.
- Upheld classroom routines, maintained consistent schedules, and followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Supervised lunchroom and recess activities.
- Maintained accurate records of student attendance and participation in provided lessons.
- Enforced school and class rules to maintain order in classroom.
- Followed lesson plans designed by absent teachers.
- Maintained detailed records of student attendance, assignments, and progress for seamless transition back to regular teachers.
911 Operator
City of Lakeland
Lakeland, FL
01.2025 - 07.2025
- Enhanced communication between first responders and the public by providing clear, concise information during high-stress situations.
- Demonstrated multitasking abilities while managing multiple phone lines and computer systems simultaneously.
- Maintained a calm, professional demeanor in high-stress situations, providing life-saving, timely assistance to callers.
- Facilitated inter-agency cooperation for optimal resource allocation and response coordination.
- Handled sensitive situations with tact and discretion, maintaining confidentiality as required by law and departmental policies.
- Applied interpersonal skills in neutralizing hostile and emotionally charged calls.
- Received public emergency and non-emergency calls and implemented response prioritization in order to effectively dispatch police, fire, and EMS units.
Artisan
DeGeorge Custom Frames
Lakeland, FL
08.2024 - 01.2025
- Exercised creativity and style while guiding customers through the design process.
- Supported an experienced tradesman while receiving on-the-job training in a new trade.
- Assisted with day-to-day operations, working efficiently and productively.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new tasks, technology, and software applications.
Customer Service Representative
GEICO, Government Employees Insurance
Lakeland, FL
09.2015 - 08.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong knowledge of available coverages to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive survey feedback from clients.
- Assisted customers in navigating the company website and cellphone application, improving overall user experience.
- Contributed to company growth by upselling services based on individual customer needs.
- Exhibited positivity and professionalism when interacting with clients and staff.
- Delivered efficient service to prioritize customer needs.
- Educated customers about their policy coverages, billing schedule, and payment processing.
Personal Injury (PIP) Claims Demand Analyst
GEICO, Government Employees Insurance
Lakeland, FL
09.2015 - 08.2024
- Maintained detailed records for each claim, ensuring accuracy and completeness for future reference and audit purposes.
- Established rapport with policyholders' attorneys through clear communication and professionalism.
- Thoroughly investigated injury claims per attorneys' demands for medical billing codes requiring additional payment.
- Maintained compliance with industry and licensing regulations by responding to attorneys' demands in the required time frames.
- Delivered exceptional customer service to attorneys by communicating a prompt response to demands and addressing concerns.
- Read over insurance policies to ascertain levels of coverage as well as exceptions and exclusions to eligibility.
Personal Injury (PIP) & Liability Claims Adjuster
GEICO, Government Employees Insurance
Lakeland, FL
09.2015 - 08.2024
- Established rapport with policyholders through clear communication, empathy, and professionalism.
- Reduced claims processing time by implementing efficient workflow strategies and prioritizing tasks.
- Investigated claims thoroughly, analyzing evidence and interviewing involved parties.
- Maintained compliance with industry and licensing regulations.
- Prevented fraudulent activity by conducting thorough investigations into suspicious claims and involving appropriate authorities when necessary.
- Maintained an organized caseload and meet deadlines consistently.
- Resolved disputes effectively through mediation efforts between involved parties as an alternative to litigation when possible, reducing costs associated with lengthy court proceedings.
- Evaluated coverage applicability based on policy terms and clarified those terms for policyholders and claimants.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
Intensive Reading Teacher
Polk County School Board
Davenport, FL
12.2013 - 04.2015
- Facilitated literature circles, guiding students through meaningful discussions and analysis of texts.
- Managed resources effectively, including textbooks, supplemental materials, technology devices, ensuring accessibility for all students.
- Established clear expectations for behavior and academic achievement.
- Organized extracurricular clubs and events.
- Utilized differentiated instruction techniques to meet the diverse learning needs of students.
- Contacted parents to discuss student progress and notify about classroom issues.
- Collaborated with other educators to develop instructional strategies and lesson plan.
Skills
- Attention to detail
- Documentation and reporting
- Verbal and written communication
- Active listening
- Conflict resolution
- Teamwork and collaboration
- Organization and planning
- Results-focused
- Individualized care and relationship building
- Creative problem solving and adaptability
- Multitasking
- Critical thinking and flexibility
Effective verbal and written communication
Multitasking and organizational skills
Active listening and attention to detail
Efficient, results-focused task prioritization
Individualized care and relationship building
Creative problem solving and adaptability
Reporting and documenting
Teamwork and flexible collaboration
Conflict resolution and professionalism
Education
Bachelor Of Science - English Education
University of Central Florida
Orlando, FL05-2013
High School Diploma - General Studies
H.B. Plant High School
Tampa, FL05-2008
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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