Charvella Wilson
Summary
My goal is to develop and expand my abilities on my journey to become successful as a mentor and a leader while expanding my career with Progressive.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
CRM Specialty Coach
Progressive Casualty Insurance Company
04.2023 - Current
- Analyzed customer data to identify trends and improve engagement strategies.
- Developed targeted marketing campaigns to enhance customer retention rates.
- Implemented CRM systems to streamline communication between departments.
- Trained staff on CRM tools, ensuring consistent usage across teams.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated group coaching sessions and provided individual coaching support.
- Developed and delivered presentations to educate clients on topics related to coaching.
Research and Testing Specialist
Progressive Casualty Insurance Company
08.2019 - 04.2023
- Completing daily call outs on Campaigns, Educating the customer on various offers and opportunities available while establishing and maintaining a great customer experience.
Agency Services Consultant
Progressive Casualty Insurance Company
09.2018 - 08.2019
- Aiding Agents and our customers daily with the use of the FAO (For Agents Only) System designed to create access to the Agents quote process and assist with any issues or updates necessary while building a consistent rapport with our Agents.
Education
High School Diploma -
South High School
Cleveland, OH06.1998
Skills
- Proficient use of the BI Router System, PowerPoint, and Outlook
- CRM software proficiency
- Training and mentoring
- Sales proficiency
- Proficient in NICE, CQA, Verint, Compass, and Quoting Platform
- Team leadership
- Work Planning and Prioritization
Timeline
CRM Specialty Coach
Progressive Casualty Insurance Company
04.2023 - Current
Research and Testing Specialist
Progressive Casualty Insurance Company
08.2019 - 04.2023
Agency Services Consultant
Progressive Casualty Insurance Company
09.2018 - 08.2019
High School Diploma -
South High School
COMMUNICATION
Completed a Process for streamlining Onboarding and Loan-In coaches with a strategy that aligns and educates the Coaches with the tools needed and provided a clear expectations for timeframes, tools needed and documentation used for a smoother transition
LEADERSHIP
Lead multiple meetings and huddles to develop our team, also future coaches to improve and help maintain our use of guidelines, systems and collaborating ideas to making Blended Coaching calls more efficient and productive while maintaining an inclusive evironement.
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