Progressive, Wilmington, NC

Innovative Challengers

Quality Assurance Analyst June 2024 - Current

Research and analyze support requests ranging in complexity; communicate findings efficiently and effectively with customers and co-workers to develop resolutions.
Troubleshoot program and core system rating issues and/or malfunctions to restore normal rating functionality.
Serve as a Subject Matter Expert (SME) for the Zip Code Update/Addition process
Serve as a resource related to multiple system applications or business processes and provide direction for system issues and problem solving.
Individually and as a team helped to handle high-volume work by prioritizing tasks and organizing supplies

ASI, Saint Petersburg, FL

Ratermation - Core Application Management - Rater Review Team

Business Systems Consultant II Oct 2018 ‐ June 2024

Identify, document, monitor, and resolve rating and system issues with effective validation, research, and system correction procedures.
Collaborating between multiple departments to ensure that all policies impacted by an issue that they are corrected in accordance with the business and in DOI compliance.
Involved in the identification, gathering, planning, and testing of > 5,000 policies nationwide that had been placed in the wrong County or Territory, often causing rating errors. Worked on system changes, and now manage a daily recurring audit to keep track of and correct these types of errors.
Coordinate with team members to resolve escalated issues and assist in testing as needed.
Responsible for gathering and preparing applicable test data to plan and execute testing for rate revisions in the Staging, Production (Live), and renewal stages to identify any errors during the implementation of the rate revision.

Customer Care Representative Nov 2017‐ Oct 2018

Research customer inquiries and concerns to create exceptional customer experiences and achieve one‐call resolutions.
Review, research, and verify data, such as age, name, address, and premium(s) and replacement cost of property on insurance applications and policies.
Perform follow‐ups to ensure that appropriate changes were made to resolve customers' problems
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Account Fulfillment Specialist

Ensure that policy requirements are fulfilled, including any required documentation and the completion of appropriate forms.
Contact customers and clients to address inspection/underwriting concerns to collaboratively determine resolutions.
Performed administrative tasks such as record keeping and updates to policies and customer records.
Cross‐trained between fulfillment and Service positions to assist with fulfillment work during regular hours, as well as overtime as needed.

Customer Service Specialist May 2015 – June 2016

Managed customer calls effectively and efficiently in a complex, fast‐paced and challenging call center environment.
Determined customer needs promptly and accurately by asking relevant questions and listening actively to their responses.
Addressed, Investigated, and resolved customer inquiries and complaints in an empathetic and professional manner while prioritizing customer satisfaction
Earned recognitions for providing exceptional customer service and achieving leading service levels, handle times and productivity.

Customer Service Supervisor June 2014 – May 2015

Welcomed customers into the store and helped them locate items.
Responsible for generating daily sales reports and reconciling all funds in store.
Maintained high levels of customer satisfaction by resolving customer concerns promptly and fairly.
Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.

Personal Lines Insurance Agent August 2009 – February 2012

Contacted prospective clients to provide them assistance in selecting appropriate insurance policies.
Calculated quotes and educated potential clients on the various insurance options available.
Finalized sales and collected necessary deposits.
Modeled exceptional customer service skills and appropriate diagnostic sales techniques.