🪟 Excel
Carol S. Parrish
Crew member
Sun City Center,FL
Summary
CUSTOMER SERVICE SUPPORT
Overview
23
23
years of professional experience
Work History
INSURANCE VERIFICATION TEAM
Progressive casualty insurance company
01.2019 - 04.2021
- Assisted customers who had received cancel notices from their state Department of Motor Vehicles regarding license plates. Called out to specific state DMVs to confirm active policies. Submitted appropriate forms to DMVs for reinstatement of customer’s driver’s license. Navigated through several programs to ensure reinstatement of customer’s license plates and driver’s license. Also advised customers if fines had to be paid to their DMV before any reinstatement could be processed. Worked with Progressive agents requesting information to be entered into state DMV databases for mutual customers confirming active policies. Confirmed coverage for no pay/no play to other insurance companies. Requested status of active/canceled license plates and driver’s license through specific forms according to state. Offered other Progressive services to existing customers when applicable.
- Virtual CRM
CUSTOMER SERVICE TO BLENDED SALES
Progressive casualty insurance company
11.2015 - 01.2019
- Answer incoming calls from existing customers and prospective customers. Service existing policies for customers regarding: billing questions, taking payments, changing bill plans, endorsements, coverage questions, replacement and deletion of vehicles, adding drivers, quotes for possible endorsements, guiding customers on registering new policies through the Progressive website, canceling policies at customer’s request, alerting processing to possible additional drivers, unacceptable use of vehicles, setting policies for non-renewal based on address change, advising customers of available discounts, bundling policies, educating the benefits of renter’s/homeowner’s insurance; SALES QUOTES for auto, motorcycles, travel trailers, motor homes, personal water craft, boats, assessing customer’s wants and needs of coverage, available discounts, as well as advising based on my qualifications as a licensed agent of insurance working for Progressive Insurance. Targeted audience- customers shopping for insurance, customers who have started a quote online, and existing policy holders who have moved to another state; taking ownership and closing of a sale as an objective for my position, educating and offering new policy holders renter’s/homeowner’s insurance as added protection and an opportunity to bundle policies creating a discount, follow up with customers as needed, assist new policy holders with registering their policies online at Progressive.com.
CLAIMS SPECIALIST
PROGRESSIVE CASUALTY INSURANCE COMPANY
06.2008 - 07.2010
- Handled auto claims from beginning to closing. Took recorded statements from all parties involved, ordered police reports of accidents or damage to vehicles. Determined fault, negotiated with adjusters from other companies, suggested preferred shops for repairs and arranged towing, set up rentals for claimants, kept insured informed of progress of vehicle repair status, negotiated BI claims. Follow up of repairs and handled any issues not resolved for claimants.
AGENT CONTACT TEAM SPECIALIST
PROGRESSIVE CASUALTY INSURANCE COMPANY
06.2006 - 06.2008
- Answered inbound calls from Progressive agents inquiring of underwriting concerns, policy concerns, assisted Progressive agents writing new business using Progressive software, and answered billing questions for agents regarding customer's payments.
CUSTOMER SERVICE REPRESENTATIVE
PROGRESSIVE CASUALTY INSURANCE COMPANY
05.2005 - 10.2006
- Answered inbound calls from insureds asking questions regarding coverage and their policies, made endorsements to policies by adding, deleting vehicles or making coverage changes to policy. Answered billing questions/concerns, took payments over the phone, reinstated policies if possible, and if not directed them to retain a policy, routed unsatisfied customers to escalation desk if demanded.
TEACHER
CAMBRIDGE CHRISTIAN SCHOOL
12.2001 - 10.2003
- Taught second grade in a self-contained classroom. Designed weekly lesson plans, held conferences with parents of students, speaker in faculty meetings, averaged student grades using various software programs thus producing electronic report cards and comments. Assisted in weekly assemblies for elementary students through music and assisted in programs performed by students.
VERIZON PHONE COMPANY
09.1998 - 10.2001
- Handled customers reporting problems with landline phone service and set up repair appointments in a timely manner. Also sold Verizon phone services such as long distance, call waiting, three-way calling, and high-speed internet services having to meet monthly quotas and handling times while on the phone with customers in a contact center.
Education
Bachelor’s - Elementary Education
- AB honor ROLL, GRADUATED magna cum laude
- Educational Leadership, USF, Tampa, FL
- Studied Biology, GMC, AUGUSTA, GA
- GPA: 3.7
Skills
Ten years work experience in a customer service environment
Proven job stability including seven years with Progressive Insurance
Excellent communication and customer service skills
Able to connect with caller while collecting necessary information and conveying appropriate expectations
Ability to deliver caring, attentive, knowledgeable, confident, helpful, and prompt service while also interpreting and communicating all guidelines effectively
Proficient in computer window-based programs with exceptional system and internet navigational skills
Documents and escalates customer complaints to appropriate parties
Able to handle stress, complex and diverse calls in a contact center environment
Capable of working independently and with minimal supervision
Able to solve problems and multitask while handling customer calls
Strong ability to calm irritated customers and de-escalate volatile situations
COMMUNICATION
Headed committee for diversity in the school population and ways to resolve conflict regarding students, parents, teachers, and outside influences within the scope of the educational process.
LEADERSHIP
- College yearbook editor, college assembly musician, Yearbook advisor, elementary school assembly director
- PROGRESSIVE ACCOLADES
- MOST IMPROVED, RISING STAR, TOP PERFORMER, ELITE PERFORMER, EASTERN DIVISION WINNER OF PRODUCT OFFERS
Software
Word
Timeline
INSURANCE VERIFICATION TEAM - Progressive casualty insurance company
01.2019 - 04.2021
CUSTOMER SERVICE TO BLENDED SALES - Progressive casualty insurance company
11.2015 - 01.2019
CLAIMS SPECIALIST - PROGRESSIVE CASUALTY INSURANCE COMPANY
06.2008 - 07.2010
AGENT CONTACT TEAM SPECIALIST - PROGRESSIVE CASUALTY INSURANCE COMPANY
06.2006 - 06.2008
CUSTOMER SERVICE REPRESENTATIVE - PROGRESSIVE CASUALTY INSURANCE COMPANY
05.2005 - 10.2006
TEACHER - CAMBRIDGE CHRISTIAN SCHOOL
12.2001 - 10.2003
- VERIZON PHONE COMPANY
09.1998 - 10.2001
Providence Baptist College - Bachelor’s, Elementary Education