Customer Service Quality Assurance
Resume:
Melissa McHugh
Ocala, FL *****
********@*****.***
Professional Summary
Experienced customer service professional. Independent, self-starter with great attention to detail. Strong work ethic, and problem-solving skills with displaying an empathetic personality in assisting clientele. Proficient in Microsoft Office (Word, Excel, Powerpoint), call-center experience, billing and cashier/money handling experience.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Licensed P&C Insurance Agent
USAA - Teleperformance-Ocala, FL
November 2024 to Present
Working with Teleperformance on their contract with insurance company. Trained and Licensed through company.
• Licensed in 48 states (excluding Massachusetts and Michigan).
• Experience with Car Insurance, Renter's Insurance, and Valuable Personal Property Insurance.
• Answering incoming calls from members with high-quality customer service.
• Authenticating member.
• Issuing and/or changing policies to the needs of customers.
• Monthly reviews by quality assurance is at 100%.
• Member satisfaction by survey 97%.
• Bonus monthly.
Government Contractor
TTEC - Government Solutions-Orlando, FL
September 2018 to May 2024
Worked on government contracts remotely as a team to support government programs in the state of emergency and/or assist in meeting department goals. Most recent contracts are:
• Image Review/Data Entry - Texas Dept of Transportation. (5/26/21 - Present) Reviewing images from toll cameras to enter data for billing. Met department goals at 430 images per hour with 99.5 accuracy as a team in efforts to diminish backlog.
• Appointment Setter - Connecticut Vaccine Hotline. (3/22/21 - 5/15/21) Assisting residents in finding a location closest to them that is offering the COVID vaccine, setting appointments, and entering personal patient data for Dept of Health. Inbound calling and Outbound call-backs.
• CSR/Claims - Florida Dept of Economic Opportunity. (6/1/20 - 3/15/21) Answered inbound calls and informed claimants of different pandemic benefits that they qualified for during COVID-19 emergency. Assisted claimants with unemployment applications, and calculated monetary benefits for a DEO specialist to review.
Passport Acceptance Clerk
City of Coral Springs-Coral Springs, FL
May 2017 to June 2018
- Informing applicants of the correct documents and procedures necessary to apply for passports in person and over the phone.
- Significant knowledge about international travel with updates on travel policy and agreements.
- Accepting applications and putting together confidential information and documents for applicants to process passports.
- Taking photographs for passports that are within the acceptable standards and guidelines of the US Department of State.
- Administering oath and signing accepted application with agent identification.
- Logging in confidential documents and accepting execution fees and passport payments.
- Putting together express, expedite, and routine applications to be mailed.
- Fingerprinting for the City of Coral Springs.
Education
English Literature (Sigma Kappa Delta - English Honor Society Alumni) Broward College-Davie, FL
2010 to 2012
Data Processing Major / Minor in Accounting (HS Diploma / Data Processing Certificate)
Shawsheen Valley Regional Vocational Technical School-Billerica, MA 1990 to 1994
Certifications and Licenses
Property & Casualty License
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