Mallory Edmondson
Aurora
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Resource Pro
Self Employed Services
04.2025 - 11.2025
- Investigated and resolved complex escalations between leadership and service agents, demonstrating strong analytical and problem-solving skills essential for claims processing.
- Monitored compliance and quality standards by tracking performance metrics, call handle times, and follow-up procedures to ensure adherence to company protocols.
- Served as subject matter expert providing guidance on breakdown procedures and escalation protocols, requiring thorough knowledge of regulatory requirements and company policies.
- Coordinated client services to ensure effective resource allocation.
- Enhanced communication channels between clients and service providers.
Routing Specialist
DRF Trusted Property Solutions
04.2024 - 10.2024
- Processed high-volume service requests across multiple states, maintaining accuracy and efficiency in handling large caseloads.
- Maintained comprehensive documentation of service requests, routes, and technician deployments for regulatory compliance and operational reporting.
- Conducted detailed analysis of operational data to identify process improvements and ensure adherence to quality standards.
Medical Courier
Courivi
12.2023 - 03.2024
- Ensured regulatory compliance by strictly adhering to company and state protocols for medical shipment handling, demonstrating a thorough understanding of healthcare regulations.
- Maintained detailed documentation of delivery records, vehicle maintenance, and compliance metrics, supporting audit processes and regulatory reporting.
- Managed multi-state operations with varying regulatory requirements, showcasing adaptability to different jurisdictional standards.
Regional Coordinator
Pensa Systems
12.2021 - 10.2023
- Evaluated and processed candidate applications through systematic documentation review and structured interviews, demonstrating strong analytical assessment skills.
- Collaborated with leadership to develop and implement process improvements and growth strategies, highlighting effective teamwork with consulting teams.
- Managed resource allocation and project timelines, ensuring adherence to deadlines and quality standards in claims processing environments.
- Analyzed performance metrics to identify areas for improvement and implemented corrective actions.
Customer Service Lead
Crate and Barrel
08.2019 - 09.2021
- Resolved complex customer inquiries involving order status, billing issues, and policy interpretation, enhancing problem-solving skills applicable to claims investigation.
- Analyzed service metrics to identify patterns and implemented process improvements, boosting customer satisfaction and operational efficiency.
- Led team training on policies and procedures, ensuring consistent application of company standards and regulatory requirements.
Education
High School Diploma -
West Aurora High School
Skills
- CRM Software
- Documentation Management
- Performance Monitoring Tools
- Slack/Team Communication
- Microsoft Office Suite
- Database Management
- Regulatory Compliance Software
- Customer Service
- Problem-solving
- Communication
- Resource allocation
- Service request handling
- Data documentation
- Team collaboration
- Problem solving
- Attention to detail
- Analytical thinking
- Effective communication
- Training and development
- Adaptability
- Multitasking
- Onboarding process
- Documentation and recordkeeping
Timeline
Resource Pro
Self Employed Services
04.2025 - 11.2025
Routing Specialist
DRF Trusted Property Solutions
04.2024 - 10.2024
Medical Courier
Courivi
12.2023 - 03.2024
Regional Coordinator
Pensa Systems
12.2021 - 10.2023
Customer Service Lead
Crate and Barrel
08.2019 - 09.2021
High School Diploma -
West Aurora High School