Member Services Representative
Resume:
John Mark Lile Omaha, NE
****.********@*****.***
EXPERIENCE
Native Camp - ESL Instructor
September 2023 - present
● Taught lessons daily with advanced, beginner and intermediate students based in multiple countries
● Tailored lesson plans to accommodate differences in learning styles and speeds
● Instructed students using visuals, textbooks, and games to improve speaking, listening and writing skills in English TeleTech, Springfield, MO — Property and Casualty
Insurance Agent/Member Services Representative
February 2017 - June 2023
● Assisted USAA members with various requests and questions related to auto, renters and valuable personal property insurance policies
● Licensed and trained for 49 states, with the exception of Massachusetts
● Assisted with billing questions as well as rebasing policies to a different state and ensuring that legal requirements of the new state were satisfied while maintaining protection for the member
● Consistently scored highly for member satisfaction with only a 9 or 10 on a scale of 1-10 being considered as a “passing” score TeleTech, Springfield, MO — Member Services
Representative
April 2014 - February 2017
● Assisted USAA members with various requests and questions related to credit card accounts
● Helped in coaching of new hires by advising on how to best respond to member needs and issues during live calls
● Earned bonuses in 10 consecutive months for excellence on member satisfaction surveys
New York Life, Springfield, MO - Agent
July 2011 - November 2011
● Sought out new clients and developed clientele by networking to find potential customers and generate lists of leads SKILLS
Customer service experience
in both chat handling
simultaneous chats and on
the phone; strong written and
verbal communication skills;
ability to learn and adapt to
multiple software programs
● Customized insurance programs to suit individual customers, often covering a variety of risks
● Marketed policies to both individuals and businesses, including term life, whole life and long-term care policies
Physicians Mutual Insurance, Springfield, MO - Agent March 2011 - July 2011
● Sold various types of insurance policies to individuals on behalf of company, primarily Medicare Supplement policies but also including dental and long-term care plans
● Sought out new clients and also generated lists of leads in cooperation with other agents and headquarters
Marshfield Mail, Marshfield, MO - Editor
February 2007 - December 2010
● Oversaw all editorial content for a weekly newspaper averaging 30 to 36 pages per week and also handled all page layout responsibilities for the regular newspaper in addition to special sections
● Made assignments to reporters and free-lance writers to ensure that all newsworthy events were covered
● Interviewed and hired staff as openings became available Lawton Constitution, Lawton, OK - Copy Editor
August 2006 - January 2007
● Reviewed both staff-written articles and Associated Press copy for accuracy, grammar and readability
● Responsible for page layout within the newspaper’s established style
● Assisted with page flow process to ensure that all deadlines for daily newspaper were met
Marshall Democrat-News, Marshall, MO - Managing Editor July 1998 - July 2006
● Responsible for all editorial content of a five-day daily newspaper, including ensuring each front page featured exclusively local copy
● Developed story ideas and made assignments to a staff of four writers
● Handled all daily publication and special section pagination duties
Beatrice Daily Sun, Beatrice, NE - Assistant Managing Editor February 1996 - July 1998
● Responsible to fill in for Managing Editor when they were on vacation
● Handled creating assignments for staff writers as well as selecting and editing copy from the Associated Press
● Responsible for all special section page layout duties
● Wrote news articles and covered events as needed York News-Times, York, NE - Managing Editor
January 1993 - January 1996
● Responsible for all local news content of a six-day daily newspaper including making story assignments
● Handled all pagination duties
● Oversaw a complete newspaper redesign after only 6 months in the position
Marshfield Mail, Marshfield, MO - Managing Editor
June 1991- January 1992
● Responsible for writing all local “hard news” and “feature” content, in addition to photography of local events
● Handled majority of pagination duties for weekly publication
● Covered a visit by President George Bush after one month on the job and supervised the production of an 8-page special edition about the Fourth of July event in addition to the regular edition Marshfield Mail, Marshfield, MO - Sports Editor
June 1989 - June 1991
● Covered all local school sports, in addition to assisting with “hard news” and “features” articles as needed
● Was part of a two-man staff who won third place for best special section covering a nearby city’s efforts to dam a river and destroy a large portion of the county’s agricultural land including several Century Farms established for more than 100 years
EDUCATION
University of Phoenix — Master’s Degree, Psychology November 2011 - December 2012
I completed the 39 credit hours for a master’s degree and graduated with summa cum laude honors
Drury College, Springfield, MO — Bachelor of Arts, Fine Arts and Communications
August 1983 - May 1987
I graduated magna cum laude with departmental honors
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