Melissa Dickie Email & Phone Number

United States

• Responsible for working alongside project/program manager to consult, develop, and deliver a plan to support internal and external customers for new/enhanced product launches as well as the retirement of outdated.
• Manage, advise, and assist with the launch of new/enhanced products or sunsetting of outdated system and products
• Operate cross-functionally throughout the organization, communicating internal and external customer needs and project objectives to multiple parties to ensure a successful launch
• Provide guidance, recommendations, and solutions throughout the entire launch process that considers both internal and external customers
• Share industry knowledge, process flows/improvements, and best practices to assist in meeting business needs and financial objectives
• Assist with development of learning resources, including internal/external communications, training presentations, marketing flyers/visual aids, and other reference materials

Keene NH

• Specialist in multiple areas of focus with cross functional knowledge for ICS
• Responsible for onboarding all new hires (agent service as well as supervisors/managers), including new system set up, troubleshooting, and deployment of new technology
• Drive consistency and continued development of the ICS Training Methodology, process improvements, and training material. Coordinates and deploys development and training in Customer Care, also providing systems.
• Responsible for resolution of all Customer Care Issue Logs
• Plans, Organizes, Develops and Maintains Training – established formal training program. Used LEAN philosophy to update existing knowledge base and create new Billing training manuals and guides for a more efficient.
• Collaborates with leadership to provide support for Quality Assurance within Customer Care, as well as 100% quality assurance on all MSP+ calls.

• Performs agent duties for policyholders serviced by The Main Street America Group for multiple lines of business and states.
• Able to issue certificates of insurance and recommend and/or bind coverage as required, as well as audit accounts to identify underwriting concerns and address with Underwriter as needed.
• Responds to telephone and written inquiries on behalf of other agents; provides technical support and customer follow-up on all inquiries and issues.
• Licensed to sell MSA products and services. Currently in training to advise/sell policyholders on MSA products and services and conducts account review through policy analysis to sell additional policies/coverages to.
• Work cross functionally within ICS in order to supplement Customer Service Billing Training and Personal Lines Processing and Tech assistance for new hires.

• Provides customer service to agents, policyholders and internal support departments covering multiple lines of business and multiple states.
• Provides guidance to agents regarding basic underwriting, coverage, and billing issues as well as technical assistance regarding system issues or navigation of system.
• Responsible for building the 1st Digital Huddle Board which has been adopted by other departments within MSA as a general template.
• Collaborated with supervisors to streamline and eliminate waste within the huddle process and agenda during each huddle and share ideas which were successful in previous LEAN centric positions.

Keene, New Hampshire

• Responsible for servicing commercial lines billing system within defined service level from agents, policyholders and internal customers, via phone, email and fax request.
• Consistently meet and exceed metric goals and KPIs, as well as learn new systems as management requires.
• Work cross functionally with underwriting on policy health. Make recommendations based on insured pay history and financial score, as well as determine agreements within own delegated authority level, and refer to.
• Lead and participate in LEAN problem-solving sessions to improve billing practices and standards.
• Recommend changes to process based on cost/benefit analysis as well as implement value driven practices within the company.

High School Diploma

Bachelor Of Arts (Ba), English Language And Literature, General