Amanda Anderson
Sidney
Summary
Dedicated to ensuring customer satisfaction through exceptional service and unmatched support. Possessing a deep understanding of customer service best practices and excelling at finding effective solutions to address customer needs. Strong background in service delivery and proven multitasking abilities. Committed to building and maintaining professional relationships that drive business results and increase profitability.
Overview
12
12
years of professional experience
Work History
Insurance Underwriter
Progressive Auto Insurance
07.2025 - Current
- Evaluated insurance applications to assess risk and determine coverage eligibility.
- Analyzed financial information and underwriting guidelines to ensure accurate policy issuance.
- Collaborated with agents to clarify underwriting requirements and resolve discrepancies.
- Developed strategies to enhance underwriting processes, improving efficiency and turnaround time.
- Worked with MXP360 Netagent.
Processing Specialist (Loan-in)
Progressive Insurance
Roanoke, USA
08.2024 - Current
- Manages transactions across various business lines by processing them through systems and/or handling correspondence via phone or mail.
- Quotes or sells new business opportunities to prospective clients.
- Implements policy changes, which may include adding or removing coverage and adjusting fees.
- Handles cancellations, renewals, reinstatements, endorsements, payments, and state or federal filings using Progressive systems.
- Utilizes software applications to monitor, collect information, and respond to inquiries.
- Employs vendor software to acquire and/or verify necessary information for policy pricing.
- Simulates systematic issues faced by customers to address user challenges effectively.
- Introduces Progressive's features, benefits, and products to attract new customers and retain existing ones.
- Aids customers in navigating Progressive systems.
- Evaluates customer risk and suggests suitable resolutions.
- Records and escalates customer complaints to the relevant departments.
- Sends policy and/or quote information via fax as requested.
- Offers technical support and skill development to colleagues.
- Proposes enhancements for systems and processes to the relevant business units.
- Shares suggestions for improving processes and work efficiency with the appropriate business areas.
- Provides support to colleagues as needed.
Customer Service Specialist
Progressive Insurance
Roanoke, USA
07.2022 - 08.2024
- Resolved complex customer inquiries efficiently, achieving a 95% customer satisfaction score and reducing call handling time by 20% through adept utilization of CRM tools and comprehensive policy knowledge at Progressive Insurance.
- Streamlined customer support processes, improving first call resolution rates by 25% through the implementation of new training methodologies and efficient utilization of customer feedback data at Progressive Insurance.
- Coached and mentored new customer service representatives, contributing to a 30% increase in team proficiency and a consistent achievement of a 90% or higher quality assurance score in interactions at Progressive Insurance.
- Facilitated seamless onboarding for new policyholders, boosting retention rates by 15% through personalized follow-up communication and effective use of CRM analytics at Progressive Insurance.
- Exhibited high energy and professionalism when dealing with clients and staff.
Research and Testing Specialist (Loan-in)
Progressive Insurance
Roanoke, USA
08.2023 - 05.2024
- Manages incoming and outgoing phone inquiries and transactions across various business product lines and states as necessary.
- Assesses customers' insurance requirements, addresses issues, educates them, and responds to inquiries regarding coverage, rates, billing concerns, and general policy evaluations.
- Utilizes databases, as well as third-party and internal tools, to apply information related to pilots and tests.
- Specialists participate in tests and pilots to process treatments and comprehend their effects on chat customers and/or the business.
- Specialists are expected to meet the standards set by the testing initiatives in addition to adhering to standard phone protocols, even when these tests may conflict with traditional objectives and metrics.
- Technical expertise is offered to training teams, process consultants, business leaders, IT, Acquisition, and marketing throughout all phases of the pilots.
- Pilots may necessitate engagement with new or multiple systems.
- Specialists are involved in at least one pilot or test 85% of the time.
- Typically engaged in 1-3 concurrent pilots; these initiatives are designed to be non-conflicting but require multitasking and problem-solving skills.
- Requested to assist with project work and other Customer Experience initiatives related to pilots and tests.
- Provide feedback and contribute to the design and development of ideas.
- Specialists utilize and evaluate databases, third-party, and internal tools.
Child Counselor
Ed Murphy & associates
Louisa, USA
08.2021 - 04.2022
- Supervised youth in engaging environment to promote security and safety for all ages.
- Monitored youth behavior and offered guidance and support for positive change.
- Demonstrated positive influence to children by acting appropriately, being respectful to others and actively listening.
- Provided crisis intervention and emotional support to youth.
- Helped youth develop and achieve personal goals with close support.
- Coordinated youth programs and activities to enhance life quality and self-esteem.
- Worked with educational team to develop Individual Education Plans (IEPs) for students.
- Lead individualized and group counseling sessions with children and families.
- Intervened in crisis situations and counseled children experiencing emergencies and disruptive incidents.
Customer Service Manager
Core Healthcare Solutions
Delray Beach, USA
10.2020 - 07.2021
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Created and reviewed invoices to confirm accuracy.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Verifier/Head Customer Service/ HR
U-Pick Travel and Tours
Delray Beach, USA
01.2019 - 10.2020
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Posted payments to accounts and maintained records.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Verifier
Americas Trust Inc
Pompano Beach, USA
05.2017 - 01.2019
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Posted payments to accounts and maintained records.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Updated patient records with accurate, current insurance policy information.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Coded data from participant interviews.
- Delivered information from script regarding surveys for on-demand phone project assignment.
Package Handler
Ups
Roanoke, USA
11.2016 - 04.2017
- Assembled, sealed, and loaded packages into correct trucks.
- Used hand-held scanners and physical logs to accurately track item movements.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Proved successful working within tight deadlines and a fast-paced environment.
- Collaborated with other package handlers to provide prompt and accurate delivery of orders.
- Stored and secured packages in designated areas to prevent damage and theft.
- Assisted in receiving, stocking and distribution of merchandise.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
Administration assistance/Evening Supervisor
Family Service of Roanoke Valley
Roanoke, USA
01.2015 - 01.2017
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Created nightly shift task lists to assign duties to each employee.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed and reported on key performance metrics to senior management.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Customer Service
Orvis
Roanoke, USA
11.2014 - 01.2015
- Trained new hires on customer service policies and procedures.
- Delivered exemplary customer service and warmly greeted guests.
- Met customer service goals and exceeded customer expectations.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Trained new personnel regarding company operations, policies and services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Associate of Arts - Photography
Virginia Western Community College
Roanoke, VA04-2026
High School Diploma - undefined
Lord Botetourt High School
Daleville, VA06-2012
Skills
- Efficiency improvement
- Proficient in resolving complaints
- Application troubleshooting expertise
- Collaborative decision-making
- Product quality assessment
- Achievement-oriented
- Report generation
- Logical evaluation
- Experienced in strategic planning
- Project management
- Strong focus on accuracy
- Claims handling
- Insurance policy expertise
- Data interpretation
- Policy evaluation
- Sales support
- Quote preparation
- Application review
Timeline
Insurance Underwriter
Progressive Auto Insurance
07.2025 - Current
Processing Specialist (Loan-in)
Progressive Insurance
08.2024 - Current
Research and Testing Specialist (Loan-in)
Progressive Insurance
08.2023 - 05.2024
Customer Service Specialist
Progressive Insurance
07.2022 - 08.2024
Child Counselor
Ed Murphy & associates
08.2021 - 04.2022
Customer Service Manager
Core Healthcare Solutions
10.2020 - 07.2021
Verifier/Head Customer Service/ HR
U-Pick Travel and Tours
01.2019 - 10.2020
Verifier
Americas Trust Inc
05.2017 - 01.2019
Package Handler
Ups
11.2016 - 04.2017
Administration assistance/Evening Supervisor
Family Service of Roanoke Valley
01.2015 - 01.2017
Customer Service
Orvis
11.2014 - 01.2015
High School Diploma - undefined
Lord Botetourt High School
Associate of Arts - Photography
Virginia Western Community College