ASHLEY DOAGA
Cleveland,OH
Summary
Creative Operations Specialist with over a decade of expertise in cultivating client relationships, devising strategic plans, and optimizing processes. Proficient in reviewing existing workflows and implementing quality-centric solutions. I thrive on collaborating with diverse teams to drive successful projects from conception to fruition, finding fulfillment and satisfaction throughout the process.
Overview
11
11
years of professional experience
Work History
Senior Operations Specialist
Progressive Insurance
11.2021 - Current
- Implemented agile methodology for spearheading the roll-out of major Salesforce system, fostering cross-team collaboration, optimizing processes, and supporting 80 peers and 5 supervisors during 7-month initiative.
- Devised and executed comprehensive training strategies, incorporating meetings and job aids, to deliver refresher training to over 100 tenured Umbrella Sales agents and their supervisors, resulting in improved knowledge retention and enhanced performance.
- Created an 8-week mentoring program for new agent, featuring weekly meetings, shadow sessions, feedback sessions, and resource allocation. The agent achieved proficiency within the designated 8-week time-frame.
- Fostered streamlined communication and bolstered team alignment by leading weekly huddles and delivering internal updates to multiple teams throughout a 5-month pilot phase.
- Exercised a pivotal role in shaping 3 new company-wide guidelines and 4 job aides, actively collaborating and influencing to drive improvements in efficiency, customer satisfaction, and underwriter support.
- Took proactive approach in engaging Property and Umbrella agents through quarterly liaison emails, facilitating change adoption by sharing crucial updates, resources, and system enhancements.
Multi Product Consultant
Progressive Insurance
10.2018 - 11.2021
- Conducted comprehensive reviews of peer calls, delivering detailed feedback to engagement teams, and ensuring the quality and effectiveness of the auditing process.
- Fostered strong partnerships with key internal departments, including billing operations, underwriting, and processing, to streamline operations, enhance collaboration, and optimize customer service.
- Collaborated closely with underwriting to develop and update guidelines pertaining to customer eligibility for Umbrella product, ensuring compliance and providing clear guidance to both customers and internal stakeholders.
- Demonstrated exceptional customer service skills by educating clients on product coverage requirements, offering tailored recommendations to safeguard their assets, and maintaining a professional rapport with valued clients. Additionally, handled sales quotes, facilitated payment collection, skillfully de-escalated customer issues, and consistently upheld high service standards on a daily basis.
Retention Specialist
Progressive Insurance
07.2017 - 10.2018
- Conducted thorough analysis of clients' accounts to identify and apply all qualifying discounts and bundles, ensuring clients received the maximum benefits available to them.
- Provided comprehensive support to clients by reviewing and troubleshooting billing issues, ensuring accurate and timely resolution to enhance customer satisfaction and minimize disruptions.
- Demonstrated expertise in guiding customers through precise communication to determine the most suitable insurance plans based on their needs and budget, resulting in increased customer satisfaction and retention.
Branch Operation Coordinator
New York Community Bank
06.2013 - 07.2017
- Implemented an effective strategy encompassing training, team building sessions, and ongoing audits to enhance team performance and optimize operational efficiency.
- Led weekly and daily huddles to effectively communicate sales goals, strategies, contests, and operational updates, fostering a collaborative and goal-oriented environment.
- Represented the branch and contributed to sales strategies, marketing initiatives, and incentives by attending quarterly corporate meetings with other branches and the regional manager.
- Played a key role in increasing branch revenue and boosting employee morale by creating marketing pamphlets and organizing interactive employee contests, effectively promoting the branch and motivating the team.
Skills
- Business Operations
- P&C Licensed in 50 states
- Process Improvement
- MS Office
- Client Relationship Building
- Change Management
- Quality Assurance Management
- Attention to Detail
- Time Management
- Interpersonal Communication
Timeline
Senior Operations Specialist
Progressive Insurance
11.2021 - Current
Multi Product Consultant
Progressive Insurance
10.2018 - 11.2021
Retention Specialist
Progressive Insurance
07.2017 - 10.2018
Branch Operation Coordinator
New York Community Bank
06.2013 - 07.2017