Open to opportunities

MELISSA OCEL

@melissaocel

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Customer Service Representative with 5+ years resolving inquiries and improving call-center operations.

United States

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What I'm looking for

I’m looking for a customer-focused role where I can resolve inquiries confidently, use my order/data entry skills, and support operational efficiency. I want a fast-paced team that values professionalism, quality, and continuous improvement.

I’m a Customer Service Representative with over five years of experience managing customer inquiries, resolving issues, and maintaining professionalism in fast-paced call center environments. I’m known for problem-solving, time management, and delivering consistent customer experiences.

In my role at METLIFE, I resolved complex policyholder inquiries across multiple insurance product lines, processed policy changes and beneficiary updates with accuracy, and maintained detailed records in a CRM system. I also collaborated with the underwriting team to expedite claim approvals.

I help teams move faster by training new representatives on company protocols and service standards. Through detail-oriented service delivery, I’ve achieved consistent positive feedback scores in quality assurance reviews.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

MetLife

Jan 2021 - Feb 2026 (5 years 1 month)

Resolved complex policyholder inquiries across multiple insurance product lines by processing accurate policy changes and beneficiary updates. Maintained detailed CRM records, trained new representatives on service standards, and collaborated with underwriting to help expedite claim approvals.

Customer Service Order Entry Data Entry Microsoft Excel Multitasking Telephone Skills Training