Mischell May
Chandler,AZ
Summary
Insurance professional with 30 years of experience in diverse insurance products. Demonstrated expertise in decision-making, teamwork, and conflict resolution. Proven ability to build strong client relationships, enhance customer loyalty, and drive market share growth.
Overview
25
25
years of professional experience
1
1
Certification
Work History
ECC Care Center Specialist
State Farm
Tempe, AZ
03.2022 - Current
- Deliver professional, knowledgeable customer service with expertise in navigating systems to provide accurate and timely assistance.
- Exhibit strong call control and problem-solving skills while collaborating with agency partners to resolve service and billing issues.
- Proactively identify customer needs through effective probing questions to enhance service quality.
- Maintain high call speed, accuracy, and volume, consistently meeting productivity targets and contributing to profit growth.
- Demonstrate leadership by leading team huddles and serving as a Training Ambassador.
Agent Team Member
Kevin Cunningham & Associates State Farm Agency
Tempe, AZ
10.2016 - 03.2022
- Worked as a sales and service agent team member
- Maintain all four licenses
- Sold auto, fire, business, life, health, and bank products for State Farm
- Meeting the office alone, as well as managing the office and other employees
- Did bank deposit and open close office?
- Assisted policyholders with all sales and service needs
CSR SR Specialist
Liberty Mutual Insurance
Phoenix, Arizona
06.2001 - 01.2016
- Property and Casualty Insurance
- Work as a call center customer service representative over the phone and as an internet representative
- I take calls over the phone and service insureds by making changes, answering questions, and taking payments
- I receive emails, service insureds through the email, and respond to insureds through the email
- I have taken and handled supervisory calls, assisted other representatives, handled escalation situations, worked directly with underwriting, claims, and billing.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers in making payments on accounts and setting up payment plans.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education
Associate of Applied Science -
Milwaukee Business Training Institute
06.1986
Bachelor of Arts - Christian Studies
Grand Canyon University
Phoenix, AZBachelor of Arts - Business Administration, Management
Walden University
Bachelor of Arts - Business Administration and Management
Everest College
Luezinger High School
Skills
- Ensuring customer satisfaction
- Strong communication abilities
- Resolving customer issues
- Business development
- Documenting information
- Recordkeeping proficiency
- Calendar management
- Interpersonal awareness
- Lead generation
- Marketing campaigns
Certification
Property & Casualty License Since January 1998
Life & Health License Since September 2020
Notary Since February 1999
References
REFERENCES UPON REQUEST
Interests
CAREER HIGHLIGHTS
, Maintained my Insurance license for over 18 years
Volunteered for the American Diabetes Association and Salvation Army’s Food for the Hungry Program
Received many certifications in the insurance industry over the past 13 years
Timeline
ECC Care Center Specialist
State Farm
03.2022 - Current
Agent Team Member
Kevin Cunningham & Associates State Farm Agency
10.2016 - 03.2022
CSR SR Specialist
Liberty Mutual Insurance
06.2001 - 01.2016
Bachelor of Arts - Christian Studies
Grand Canyon University
Luezinger High School
Associate of Applied Science -
Milwaukee Business Training Institute
Bachelor of Arts - Business Administration, Management
Walden University
Bachelor of Arts - Business Administration and Management
Everest College