- Offering time and support to shelters for the homeless, women, and animals
- Volunteer work
- Participating in fundraising events to support local charities, schools, or community projects
- Creative Writing
- Blogging
Shaelyn Miller
Omaha
Summary
I'm a dynamic customer service professional with extensive experience in customer retention and team collaboration. I thrive in environments that encourage brainstorming and thinking outside of the box. I'm skilled in problem solving and communication, successfully delivering training development initiatives that have enhanced service delivery and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Outbound Service and Retention Specialist
AAA Life Insurance
Omaha, NE
07.2019 - Current
- Developed retention strategies to enhance customer loyalty and reduce churn rates.
- Analyzed customer feedback to identify trends and improve service offerings.
- Collaborated with cross-functional teams to implement targeted marketing campaigns.
- Trained and mentored junior staff on best practices for customer engagement.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
Customer Care Analyst
Mutual Of Omaha Insurance Company
Omaha, NE
09.2016 - 06.2019
- Resolved complex inquiries by collaborating with internal teams and utilizing problem-solving skills.
- Developed training materials for new hires, fostering knowledge retention and consistent service delivery.
- Implemented process improvements that streamlined operations and reduced response times for customer inquiries.
- Contributed to team success by consistently achieving personal performance metrics related to call quality, productivity, and problem-solving abilities.
- Continuously monitored personal performance against set goals and targets, proactively seeking ways to improve skills or knowledge as a Customer Care Analyst.
- Participated in regular meetings with management to discuss process improvements that would benefit both customers and team members alike.
- Implemented and developed customer service training processes.
Education
Bachelor of Arts - Multidisciplinary Studies
University of Nebraska At Omaha
Omaha, NE12-2024
Skills
- Customer relations
- Decision-making
- Brainstorming
- Problem solving
- Relationship building
- Training development
- Willingness to learn
- Teamwork and collaboration
- Attention to detail
- Multitasking
- Interpersonal skills
- Goal setting
Accomplishments
- Collaborated with team of 7 in the development of a training simplification process that streamlined and improved our new hire training material.
Affiliations
- African American ARG Association
- Professional Women ARG Association
Interests
Timeline
Outbound Service and Retention Specialist
AAA Life Insurance
07.2019 - Current
Customer Care Analyst
Mutual Of Omaha Insurance Company
09.2016 - 06.2019
Bachelor of Arts - Multidisciplinary Studies
University of Nebraska At Omaha