Alishia Porter
Tampa
Summary
Goal-oriented individual with a strong work ethic seeking a challenging position to contribute experience and make an impact.
Overview
15
15
years of professional experience
Work History
Processing Specialist
Progressive Insurance
06.2024 - Current
- Streamlined processing workflows to enhance operational efficiency and reduce turnaround times.
- Trained new staff on systems and processes, fostering a collaborative work environment.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
- Provided coaching and mentoring to newly trained representatives, contributing to their successful integration into the team
- Collaborated with cross-functional teams to ensure compliance with regulatory standards and procedures.
- Developed training materials that enhanced team knowledge and performance on processing systems.
- Participated in regular meetings, contributing valuable insights towards operations and improving team performance.
- Took ownership of special projects, coordinating resources and timelines to ensure successful completion within specified parameters.
Chat Specialist
Progressive Insurance
10.2016 - 06.2024
- Facilitated customer interactions through live chat, ensuring prompt and effective responses.
- Resolved complex inquiries by utilizing knowledge base and support tools to enhance user experience.
- Trained new team members on chat protocols and best practices, fostering a culture of continuous improvement.
- Assisted customers in navigating company website or online platforms through clear instructions via chat support.
- Maximized response efficiency by prioritizing and handling multiple chat sessions simultaneously.
- Streamlined communication processes, utilizing prepared scripts and templates for common queries in the chat interface.
- Built rapport with customers, demonstrating empathy and understanding during chat conversations for better resolution outcomes.
- Handled sensitive situations professionally, maintaining confidentiality and demonstrating emotional intelligence during chats.
Customer Service Representative
Progressive Insurance
09.2010 - 10.2016
- Assisted customers with inquiries and resolved issues promptly.
- Handled routine transactions and processed customer's requests and/or endorsements efficiently.
- Provided support to team members.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Diploma -
Ultimate Medical Academy
Clearwater, FL01-2015
High School Diploma -
Armwood High School
Seffner, FL01-2007
Skills
- Information verification
- Familiar with Word, Excel and PowerPoint
- Project management
- Communication
- Fast learner
- Problem-solving abilities
- Multitasking
- Adaptability and flexibility
Timeline
Processing Specialist
Progressive Insurance
06.2024 - Current
Chat Specialist
Progressive Insurance
10.2016 - 06.2024
Customer Service Representative
Progressive Insurance
09.2010 - 10.2016
Diploma -
Ultimate Medical Academy
High School Diploma -
Armwood High School