Michelle Potts
Spring,TX
Summary
Professional leader prepared for the role of LDP with focus on maintaining operational excellence and customer satisfaction. Proven ability to drive team performance and adapt to changing demands, ensuring consistent and reliable results. Expertise in conflict resolution and team collaboration, characterized by proactive and reliable approach.
Overview
23
23
years of professional experience
Work History
Commercial Service Representative IV
GEICO, Government Employees Insurance
Katy, TX
01.2025 - Current
- Assisted customers with policy inquiries to ensure satisfaction.
- Managed customer accounts, updating information and resolving discrepancies efficiently.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Collaborated with team members to streamline communication processes and improve response times.
- Provided training support for new employees on customer service protocols and software usage.
- Maintained productivity and quality standards at all times.
Manager on Duty
Kroger
Tomball, TX, USA
02.2017 - 06.2021
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Developed and implemented strategies to increase sales and profitability.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Paralegal
Jennifer Casey Attorney at Law
The Woodlands, TX, USA
01.2011 - 07.2012
- Assisted counsel in preparing answers, providing documentation, and information for discovery request.
- Conducted detailed client intakes and entered information into company database.
- Conferred with clients and other involved parties to gather and track case information.
- Prepared legal briefs, motions, and pleadings.
- Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
- Contacted clients to schedule appointments and discuss progress of cases.
- Interviewed clients to obtain information relevant to cases.
- Summarized depositions, legal documents and other material to provide attorney with relevant material for cases.
Personnel Man Second Class
USN
Whidbey Island, WA, USA
01.2003 - 09.2007
- Initiated and maintained personnel and employee-related files and records and established archives to support internal audits.
- Supported well-designed compensation philosophy to promote organizational strategic plan, initiatives, and business goals.
- Researched options and mandates to enable proper implementation of personnel procedures.
- Oversaw electronic processing to deliver appropriate paychecks and benefits to employees.
- Facilitated employee termination process and performed employee exit interviews to relay pertinent information to appropriate personnel.
- Cross-trained to cover other personnel staff duties to facilitate office management.
- Administered employee benefits programs and assisted with open enrollment.
Education
Associate of Arts - Paralegal Studies
Center For Advanced Legal Studies
Houston, TX06-2010
Skills
- Technical knowledge
- Processes and procedures
- Goal-Oriented
- Positive attitude
- Teamwork and collaboration
- Staff Training and Development
- Training and mentoring
- Employee engagement
Accomplishments
- Achieved Commercial Service Representative IV by meeting all metrics with accuracy and efficiency.
Timeline
Commercial Service Representative IV
GEICO, Government Employees Insurance
01.2025 - Current
Manager on Duty
Kroger
02.2017 - 06.2021
Paralegal
Jennifer Casey Attorney at Law
01.2011 - 07.2012
Personnel Man Second Class
USN
01.2003 - 09.2007
Associate of Arts - Paralegal Studies
Center For Advanced Legal Studies
Licenses
Property and Casualty Licenses in CA, ID, SD, KS, OK, TX, IA, WI, MO, KY, MS,FL, NC MD and CT.
Certified as a licensed agent with Geico since July 01,2025