Melissa Bickford

I have over 30 years of experience as a customer service representative ranging from cashier sales up through management of a team of 20 employees.  I enjoy working directly with customers and helping them learn and navigate through difficult situations.  The majority of my experience has been in the auto repair and insurance industries, often times helping people navigate difficult and stressful situations requiring my ability to deescalate, calm and problem solve.  I believe in providing an empathetic voice and attitude with all customers.  It is my goal always to provide the knowledge and understanding the customer is seeking in resolving their issues or concerns.

The two most recent positions I held were of Auto Damage Appraiser and Financial Coordinator.  Both positions required knowledge of insurance guidelines, standard operating procedures and assisting customers through their claims process.  As a Financial Coordinator, I needed to be able to quickly and efficiently explain patient benefits, their costs and any financial assistance program they may qualify for.  This was a unique experience as it required high levels of empathy for the patient newly diagnosed with cancer as they began a new and often tiresome treatment.  As an Auto Damage Appraiser and shop manager, I would educate the customer with shop policy/procedure as it related to their repairs, but also had to be knowledgeable about their insurance company and required processes for the completion of their claim.  Time management, complaint escalation/deescalation and employee scheduling were important daily tasks.  I can work independently or in team environments.

I completed an Associates Degree in Criminal Justice but did not pursue that as a career.  My education background since college has been a combination of many trainings all leading back to providing customer service at its best to customers.