Customer Service Professional
Open To Work
Ashley Holdren
Progressive Insurance
Ocala,FL
Work Preference
Job Search Status:
Open to work
Desired start date:
Immediately
Desired Job Title
Customer ServiceTeam Lead/Supervisor/Trainer (Hybrid)Licensed Insurance Agent/Sales CoachInsurance RepresentativeTeam Lead Trainer
Work Type
Full TimePart TimeSeasonal Work
Location Preference
Remote
Important To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave
5
Years of experience
Remote customer support professional with experience resolving billing, policy, and account inquiries in insurance and financial services environments. Skilled in CRM documentation, Salesforce, customer education, issue resolution, and clear written communication with customers and internal teams. Enthusiastic and dedicated team member bringing an exceptional work ethic with high energy. Consistently achieving efficient business results by applying professional knowledge and excellent customer service.
Work History
Customer Service
9 Months- Resolved policyholder inquiries by providing clear, accurate support on billing issues, coverage changes, state requirements, and general account questions in a remote customer service environment
- Educating policyholders and insureds on state laws and requirements
- Routing calls to applicable departments as needed to fulfill requests such as state reporting, claims follow ups, and customer retention
- Delivered patient, professional customer support focused on first-contact resolution, customer satisfaction, and clear explanations of policy options or next steps
- High volume call handling of 60 or more incoming calls daily
Team Lead/Supervisor/Trainer (Hybrid)
1 Year 4 Months- Training newly hired insurance agents on utilization of CRM software Salesforce, federal laws and client product knowledge
- Leading a team of 20 agents on a daily basis.
- Completing individual monthly reviews including root cause analysis and setting Coaching Action Plans
- Ensuring federal compliance regulations are met by agents
- Reviewing daily reports and coaching agents on sales techniques to meet required metrics
- Meeting with superiors daily to provide feedback and information on how the team is performing
Licensed Insurance Agent/Sales Coach
2 Years 1 Month- Assisting team lead on a daily basis, completing various tasks as requested
- Providing sales support to a team of 25 agents in a one-on-one basis to improve performance
- Maintained accurate records, reports, and documentation of customer support activity, coaching notes, and daily team performance updates
- Working with up to 12 clients daily in a one-on-one basis, tailoring custom healthcare plan selections to meet individual needs
- Conducting thorough needs analysis to ensure product recommendation provided client satisfaction
Insurance Representative
9 Months- Administrative work utilizing CRM software Salesforce, organizing client files and records
- Account coordination with up to 20 clients daily in a one-on-one basis, tailoring custom financial plans to meet individual needs, staying in communication as needs and products change
- Continued training, staying up to date on product knowledge and client requirements
- Contacting clients to ensure response and issue resolve in a timely manner
- Up to 100 outbound calls daily to generate business and follow up on leads
Education
Associate of Applied Science - Interior Design
Skills
Works well under pressure
Exceptional interpersonal skills
Learns quickly and accurately
Articulate and Organized
Eager to learn and to teach
Ability to work long hours
Highly responsible and reliable
Punctual
Customer success expert
Salesforce Trainer
Working knowledge of Microsoft Office Suite
Data Entry Experience
Timeline
Customer Service
Progressive Insurance
05.2024 - 02.2025Read More
Team Lead/Supervisor/Trainer (Hybrid)
TTEC – Aetna MAPD/PDP/MA Line of Business
01.2023 - 05.2024Read More
Licensed Insurance Agent/Sales Coach
TTEC – Kaiser Permanente Line of Business MAPD/Individual and Family Plans
12.2020 - 01.2023Read More
Insurance Representative
Mutual of Omaha
03.2020 - 12.2020Read More
Seminole State College
Associate of Applied Science from Interior Design
Read More