Melanie Ellison Email & Phone Number

Chicago, Illinois, United States

• Partnering between operations, IT and business units to provide support. Evaluate information gathered from multiple sources and reconcile conflicts. Assist in the collection and consolidation of information to.
• Provide backup for other Business/Operations team members
• Review, recommend and update policies and procedures to improve performance, company policies and business processes.
• Strive to consistently improve the overall efficiency, value, and internal support of the operations.
• Enhance workflow and cross-departmental engagements

Chicago, Illinois, United States

• Provided first-tier user support specializing in Vertafore’s AIM and Image Right Desktop. Collaborated with developers, ensuring comprehensive issue resolution. Managed products, fees, and data tables conducted backend.
• Quickly learned 7 new applications within 1st 2 months.
• Recognized by leadership for maintaining high service standards and low-ticket resolution times.
• Successfully orchestrated the migration of existing tasks onto new ticketing operation system resulting in minimal disruption.
• Supported Team Lead in day-to-day workload challenges.

Schaumburg, Illinois, United States

• Subject matter expert in complex rating applications. Led cross-training sessions for team members, and on-boarded and trained new team hires.
• Supported 4 rating applications, in addition to 6 claims and underwriting applications.
• Created training guides and work flows for rating applications, and trained team.
• Contributed to team achieving 100% of weekly metrics and department KPI’s.

Schaumburg, Illinois, United States

• Supported technical system issues in resolving claims and underwriting inquiries. Provided leadership by serving as the go-to lead SME during cross-training sessions.
• Supported 6 claims and underwriting applications.
• Completed 345 ticket issues, the 2nd highest on team within 8 months, which was 5% greater than team average.
• Achieved 95% of monthly inquiry goal and maintained 90% resolved/escalated tickets in one business day.
• In 2021-2022 reduced ticket count average by 20% improving metrics and achieving team’s goals.
• Received numerous recognitions for training excellence and superior customer service, and earned 4 out 4 customer survey rating.

Schaumburg, Illinois, United States

• Supported Property Catastrophe Operation department while managing coding claims, updating workflows and addressed client inquiries. Processed foreign claim payments, wire transfers and achieved company SOP’s..
• Nominated as the only team member for company’s Workspace Focus Group.
• Selected as team lead for sensitive claim coding project.

Schaumburg, Illinois, United States

Managed projects for Property Catastrophe Operations department, overseeing claim filing, mail administration, and claims reporting. Lead role in monitoring Excel reports for accuracy.

Bachelors Technical Business, Hospitality Management - Magna Cum Laude, 3.84 Gpa

Courses: Intro Business & Technology, Principles of Management, Customer Relations, Into Hospitality Management, Human Resources.

Education record

Associates Of Science