Melanie H. Graves

**** **** *****

Spring Hill, TN 37174

615-***-**** mobile

abiw78@r.postjobfree.com

PROFILE

Achiever with ten years of progressive operations experience and

responsibility, with documented success in the areas of Customer and

Account Services at various organizational levels.

Working knowledge of Six Sigma including assisting on several Green Belt

projects and completing Green Belt Certification training.

Ability to communicate with all levels of management providing detailed

reports and effective presentations utilizing the Microsoft Office Suite.

Licensed by the State of Tennessee to sell Property and Casualty Insurance.

EXPERIENCE

Allstate Insurance

Franklin, Tennessee 2008 - Present

Senior Sales Associate/ Office Manager - August 2008 - Present

Responsible for initiating and successfully closing sales opportunities and

supporting marketing campaigns. Contacts are made through inbound and

outbound calls in a way that enables the agency to meet its customer

satisfaction and business performance goals. Assist customers in

understanding their coverage and in filing claims. Provide customer

service support to the agency's existing book of business.

Sell auto, home, life and other insurance products to individuals using

consultative selling techniques.

Identify prospective customers using established lead methods.

Counsel and advise prospects and policyholders on matters of protection and

coverage.

Develop and maintain business relationships with policyholders and within

community.

Make group presentations to decision-makers in Affinity organizations.

Service and maintain renewal policies.

Participate in various incentive programs and contests designed to support

achievement of production goals.

Meet goals for volume of quality new business quoted and written within

company guidelines

Ford Motor Credit Company

Franklin, Tennessee 2000 - 2008

Customer Service Representative III - September 2002 to June 2008

Focused on customers in the final stages of delinquency. Responsible for

controlling losses within a set monthly budget. Ensured compliance with

company procedures and guidelines and with federal and state laws regarding

collection activities. Worked closely with outside contractors on accounts

involving customer repossessions. Emphasis placed on collection call

quality and utilizing collection techniques that are in the long-term best

interest of the portfolio and the customer.

Account Services Representative I - July 2000 to September 2002

Responsibilities included inbound customer service calls, filing Credit

Life and Disability insurance claim paperwork, and timely release of titles

to dealerships. Additionally, worked as Lead Cashier of the Payment

Processing team. Responsibilities included the daily intake, logging and

distribution of batches of payment and payoff checks utilizing an Access

database for tracking. Ensured that we balanced at the end of each work

day to be in compliance with federal, state and company processes and

procedures.

EDUCATION: Centennial High School, Franklin, TN, Graduated 1997

Contact this candidate