Mitchnaella Nelson
Indianapolis,US
Summary
Dedicated Customer Service professional with knowledge of service
delivery and proven multitasking abilities. Committed to maintaining
professional relationships to increase profitability and drive business Services
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Herff Jones
10.2025 - 03.2026
- Assisted customers with product inquiries and order processing to ensure satisfaction.
- Resolved customer complaints promptly, enhancing overall service quality.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Collaborated with team members to streamline communication and improve response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Insurance Specialist
USAA
11.2023 - 07.2025
- Analyzed insurance claims for accuracy and compliance with company policies.
- Processed policy applications and provided support to clients regarding coverage options.
- Collaborated with team members to streamline claims processing workflow, enhancing efficiency.
- Conducted research on underwriting guidelines to ensure adherence to industry standards.
- Reviewed client accounts regularly to identify discrepancies and recommend solutions.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
Customer Service Associate
Freedom Mortgage Corporation
06.2021 - 10.2023
- Provided exceptional customer support through phone, email, and chat channels.
- Resolved customer inquiries by leveraging product knowledge and system tools.
- Collaborated with cross-functional teams to address and escalate service issues effectively.
- Maintained accurate records of customer interactions within CRM systems.
- Analyzed customer feedback to identify trends and recommend solutions for improvement.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Recall Agent
Stericycle
07.2019 - 04.2021
- Managed daily operations of waste management services, ensuring compliance with safety regulations.
- Trained new agents on protocols and procedures to enhance team efficiency.
- Coordinated logistics for the collection and disposal of medical waste materials.
- Implemented process improvements that reduced service delivery times.
- Conducted regular safety audits to identify hazards and improve workplace conditions.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Office Assistant
LK Financials
02.2017 - 03.2019
- Managed office communications, ensuring timely responses to client inquiries and interdepartmental coordination.
- Streamlined document filing processes, enhancing retrieval efficiency and reducing processing time.
- Coordinated scheduling for meetings and appointments, optimizing team availability and resource utilization.
- Developed and maintained comprehensive databases for client information, improving data accuracy and accessibility.
- Implemented office supply management system, reducing costs through efficient inventory tracking and reordering processes.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
Education
Master of Science - Masters of Business Administration
Vincennes University
Vincennes, INSkills
De-escalation Techniques
Upselling Products and Services
Understanding Customer Needs
Data Entry and Maintenance
Verbal and Written Communication
Customer Data Confidentiality
Courteous with Strong Service Mindset
Multitasking and Prioritization
Time Management
Promoting Brand and Company
Identity
Cultural Awareness and Sensitivity●
Timeline
Customer Service Representative
Herff Jones
10.2025 - 03.2026
Insurance Specialist
USAA
11.2023 - 07.2025
Customer Service Associate
Freedom Mortgage Corporation
06.2021 - 10.2023
Recall Agent
Stericycle
07.2019 - 04.2021
Office Assistant
LK Financials
02.2017 - 03.2019
Master of Science - Masters of Business Administration
Vincennes University