CHANEL VALENTINE
Woodstock,Georgia
Summary
Currently my role at progressive is CRM Customer Preservation, I would be willing to use my skills and knowledge from past employment to pivot into IT with Progressive.
Overview
2027
2027
years of professional experience
Work History
Customer Preservation Specialist
Progressive
Remote
2025 - Current
- Maintain agency relationships by rewriting policies on behalf of agents, using various applications and quoting platforms for agent policies.
- Resolve complaints about rate increases, MVR/CLUE discoveries, and retain customers ensuring we are offering the best rate possible.
- Special lines trained and able to quote/sell/retain RV, Motorcycle, travel trailer, and boat policies.
- Complete advance policy reviews to make sure policies have accurate ratings, and to explore options that can help customers save the most.
- Licensed agent and able to educate customers about coverages suggest areas for optimum savings, and compare quotes and coverages they may have obtain from other insurances quotes/policies.
Consultant- Services
Progressive
Remote
04.2024 - 2025
- Followed state specific guidelines to support customers by Add/delete vehicles, coverage options, and drivers from auto policies.
- Assisted policyholders with disputing MVR, processed cancellations, renewals. and endorsements.
- Responsible for collecting personal information and processing payment transactions including reinstatement for nonpayment.
- Empathized when needed, and build rapport early with customers to assist with finding solutions to help payments and maintaining continuous insurance coverage.
- Encourage customer to explore other progressive products and services.
Technical Customer Support Specialist
Puretalk Remote
03.2021 - 01.2024
- Collected confidential information to process credit card payments, and qualifying customers for products and services in accordance with the Payment Card Industry Standards Council.
- Assisted customers with troubleshooting iPhone, iwatches, and android devices to resolve service interruptions.
- Answered high volume inbound and placed outbound calls, responded to emails and chat, providing frontline customer support or assistance with product and service transactions.
- Utilized ticketing systems to track progress of open issues and followed up on outstanding technical concerns to affect timely resolutions and restore customer confidence.
Interview Agent
DG Solutions
09.2018 - 02.2021
- Conducted outbound healthcare interviews by phone from patients providing valuable information about recipient's recent visit to a physician, clinic, or hospital to improve the quality of healthcare services.
- Read verbatim scripts for various projects to administer healthcare interviews, and schedule call back appointments for respondents with respect to their time zones.
- Successfully passed federal audits from Centers for Medicare and Medicaid Services by maintaining high quality professional calls.
- Adhered to strict policies to remain compliant to protect consumer privacy of healthcare recipients following HIPPA federal regulations for Medicaid and Medicare Services.
Sales Representative
Xfinity Comcast
06.2014 - 08.2017
- Listened to callers by asking discovery questions to identify potential opportunities to upsell products or services.
- Dispatched technicians to customers residences or businesses to install services according to customers respected time zones.
- Placed sale orders in proper billing system and collect sensitive information to run customary credit screening for approval for new accounts.
Education
Associates in Information Technology - Web Design
University of Phoenix
Bachelors in Business Management - undefined
University of Phoenix
Skills
- Adobe Creative Cloud Suite (InDesign, Audition, Acrobat, Photoshop etc)
- Advanced troubleshooting skills with hardware, software, computers, and electronic devices
- Licensed Property and Casualty in 50 states
- Microsoft Office Suite 365 and office including teams and Zoom
- Distraction free remote home office
- Typing 55 wpm and 10key
- Comfortable with switching between CRM and company software systems
Timeline
Consultant- Services
Progressive
04.2024 - 2025
Technical Customer Support Specialist
Puretalk Remote
03.2021 - 01.2024
Interview Agent
DG Solutions
09.2018 - 02.2021
Sales Representative
Xfinity Comcast
06.2014 - 08.2017
Bachelors in Business Management - undefined
University of Phoenix
Customer Preservation Specialist
Progressive
2025 - Current
Associates in Information Technology - Web Design
University of Phoenix