Eager to Work

**** ******* ***** #* *****, OH ***** 440-***-**** ******@***.***

Michelle D. Lee

Objective A position in a company where providing total customer service, professionalism, and dedication will enhance the growth and success of the business

Experience 5/01 to Present Progressive Insurance Mayfield Village, OH

Background Researcher II

 Researched candidates criminal backgrounds by utilizing a customized database, internet, and vendor system

 Entered criminal results into database to determine eligibility of hire

 Administered preadverse/adverse process for criminal discrepancies

Developed relationships with recruiters, recruiting managers, and vendors to ensure accuracy and additional information needed to complete background

Attended employment and criminal meetings to initiate process improvements

Assisted with transitioning the Background Unit from 16 investigators down to 4 investigators. Created a fresh flow to how a background is processed. Ordered criminal histories for all contractors and Cleveland State University students that took classes on Progressive’s campus. Instrumental in assisting management with the background process and ensuring the new process and transition operated effortlessly day to day

4/99 to 5/01 Progressive Insurance Mayfield Village, OH

Human Resource Service Representative

 Assisted employee’s with questions on Employee Self Service, benefits, and payroll questions

 Advised managers on Manager Self Service to utilize for performance evaluations and objectives

 Resolved payroll issues on gainsharing by accessing a spreadsheet to determine employees that received incorrect payouts on end of the year bonuses

Trained new human resources representatives on how to assist Progressive employees with entering timecards during an accelerated payroll cycle

2/98 to 4/99 Progressive Insurance Mayfield Village, OH

Call Center Representative

 Provided superior customer service to Progressive policyholders for recreational vehicles, motorcycles, and watercraft

 Added and deleted coverages on policies and answered billing questions

 Received payments by phone from Progressive policyholders to keep accounts current

1/96 to 2/98 Aetna U.S. Healthcare Richfield, OH

Member Service Representative

 Received 60-70 calls daily from Aetna members regarding healthcare coverage

 Assisted with precertification questions on medical procedures from nurses and Aetna members

 Interpreted benefit policies and procedures to new members during open enrollment season

Education Fall 1991 to Fall 1995 University of Akron Akron, OH

Bachelor of Arts-Psychology

Life, Accident, Health License

References References available upon request

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