Mel Finefrock Email & Phone Number

United States

I get to pursue a long-held dream of giving back to therapists and other clinicians as part of SP's Customer Success team. 🦋 I'm also joyfully lending my lived experience regarding accessibility and am already becoming an active part of the DEIB scene.

United States

Just brailling my way through life here. 😊 I self-published Patchwork Poetry in 2015 and am in search of a home for book two. My poetry also appears in Aromatica Poetica and the Heartland Review and has received awards from the University of North Texas and the Coalition of Texans with Disabilities. In addition, I occasionally guest blog for HuffPost, Elephant Journal, Conscious Style Guide, Plano Magazine and the Cultured Cup. To learn more, visit my website at https://linktr.ee/MelFinefrock.

United States

I aided the company in strategizing for an inclusive customer experience. During my time in this role, I diagnosed via screen reader testing a number of accessibility errors with our website as well as our iOS and Android apps. I researched and wrote accessibility support literature for our customers as well as identified temporary workarounds for features that weren't yet available. In addition, I relayed customer feedback to the appropriate teams and in turn advised the staff on inclusive… Show more I aided the company in strategizing for an inclusive customer experience. During my time in this role, I diagnosed via screen reader testing a number of accessibility errors with our website as well as our iOS and Android apps. I researched and wrote accessibility support literature for our customers as well as identified temporary workarounds for features that weren't yet available. In addition, I relayed customer feedback to the appropriate teams and in turn advised the staff on inclusive messaging. I also proudly designed a screen reader accessible companion to our affirmation deck, the Deck of Plenty. Show less

United States

I responded to customer messages in Zendesk with creativity, precision and care. Duties included assisting with account issues and troubleshooting other areas of the CHANI app. Additionally, I answered astrology questions and identified areas of opportunity to expand support literature, some of which I wrote and edited. Similarly, I recorded customer feedback and contributed to a biweekly inbox highlights report.

United States

As a Team Lead, I provided assistance to associates in our Auto Express and Initial Loss Reporting segments. Basically I was like Phone a Friend if something about the claim process stumped them, but I also handled claims as demand required. I was an innovator and frequently identified opportunities to clarify procedures for improved quality and efficiency across the enterprise. Additionally, I was active in the D&I sphere, provided informal disability sensitivity training and regularly… Show more As a Team Lead, I provided assistance to associates in our Auto Express and Initial Loss Reporting segments. Basically I was like Phone a Friend if something about the claim process stumped them, but I also handled claims as demand required. I was an innovator and frequently identified opportunities to clarify procedures for improved quality and efficiency across the enterprise. Additionally, I was active in the D&I sphere, provided informal disability sensitivity training and regularly collaborated with developers and leadership in order to improve systems accessibility for legally blind employees. Show less

United States

I worked in a call center environment handling claims within State Farm's Auto Express segment. I performed thorough liability investigations, assisted customers with repairs and rental and helped to resolve customer complaints.

United States

As a contractor with Burns Transcription Service, I transcribed audio for interviews, focus groups, lectures, trainings and more. And as an editor, I had the joy of working with authors whose genres ranged from romance to history to memoir. I met them in their unique creative processes to assist with proofreading, plot planning and even a little ghostwriting.

Bachelor Of Arts, Literature, Rehabilitation Studies, 3.571

Activities and Societies: Office of Disability Accommodation: Evaluated accessibility of online forms; mentored blind students in writing.

High School Diploma