Michelle Dockter

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

Belton Mo ***12

816-***-****

ad3kti@r.postjobfree.com

Objective

toobtain

To

To obtain a certified supervisory position with MOAT service at Geico, using my leadership skills to help others reach their own goals and aspirations at Geico.

Education

William Chrisman High School graduated 1989

Sandford Brown College Advanced Nursing Course 2 semesters 2003

Geico Experience

March 2021-Present

MOAT Service Representative IV

First month on the floor I was top agent with a 4.95 rating

MAP 2 2021 4.1

MAP 1 2022 4.4

MAP 1 2023 4.2

Completed Associate Development Program training to refine leadership skills.

Received three merit raises exceeding expectations.

Reached my grade 63 grade promotion in 6 months.

Took on an Engagement Champion role and have since mentored another agent to take on the engagement champion role.

I had 2 rotations as a COACH in 2023 teaching and developing 2 classes of new agents from 6 weeks of training in the classroom, through bridging to the floor as certified agents. I had a team of 4 agents that I supervised, created action plans, and monitored and scored calls for call quality. I ran reports to make sure departmental goals were being met to certify as a floor agent. I had one on ones to coach on trending behavior to keep the agent on track to meet goals. I supported the agents in group chat and one on one for call support and questions as well as taking Sup calls as needed.

I initiated a team challenge during the school supply drive to All other MOAT Supervisors to drive the amount of school supplies donated. During the challenge over 1000 school supplies were donated by the 8 the teams that participated.

Previous Experience

Call Center Supervisor Argus Health Systems 1999-2003

Duties included Supervising and scheduling my team, Training, Coaching and Developing, Interviewing and Hiring.

I was part of the expansion of our call center to include a member services team.

I visited the Partner sites to learn their systems, and then trained my team.

Call Center supervisor Accent 2004-2006

Duties included Supervising and scheduling my team, Training, Coaching and Developing, Interviewing and Hiring. This was a contracted-out call center we took inbound over-flow calls from a variety of companies.

Sales Support Coordinator Assurant Employee Benefits 2006-2008

I was the New Business Coordinator for the #1 Sales Agent in the Cincinnati Sales Office. I worked hand in hand with the Sales Agents to get the quotes out for new sales for large business.