Hi, I’m
CHELSY ELLIOTT
Katy,TX
Summary
Accomplished in reducing risky policies and improving company profitability through strong decision-making, critical thinking and conflict management skills. Keen relationship-builder with excellent communication and organizational skills.
Overview
10
years of professional experience
Work History
Progressive Insurance
Senior Underwriter Remote
11.2021 - Current
Job overview
- Calculated group and individual renewal rates based on customers background, industry, and demographic information.
- Met with customers, agents, and brokers to negotiate coverage, price, and service delivery.
- Controlled loss by assessing risk, conducting system analysis, and recommending policy solutions.
- Coordinated with internal stakeholders to initiate marketing strategies and meet market penetration and business growth objectives.
- Supported review, acceptance, or denial of new or renewal business after carefully reviewing all information.
- Controlled loss by assessing risk, conducting system analysis and recommending policy solutions.
- Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.
- Evaluated or assessed businesses applying for insurance by qualifying accounts, determining premium and policy terms and conditions and negotiating contracts with authorized business representatives.
- Managed over 30 calls per day.
- Processed over 40 emails and work items per day.
Progressive Insurance Companies
Customer Consultant CRM (Personal Lines) Remote
06.2020 - 11.2021
Job overview
- Handles inquiries and transactions for single or multiple lines of business and states.
- Processes cancellations, renewals, reinstatement's, endorsements, payments, and state/federal
filings on Progressive systems.
- Advocates for and educates on Progressive's products and services.
- Uses software applications to track, gather information, and answer inquiries.
- Partners with coach or supervisor to continually develop skills and improve results.
- Stays current on products, services and procedures.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Managed over 50 calls per day.
- Increased customer retention rate by 15%
Progressive Casualty Insurance Company
Commercial Trucking Specialist Remote
06.2018 - 06.2020
Job overview
- Support existing customers managing their policies
- Calculating premiums and establishing payment methods for sales
- Calculating quotes and educating potential clients on insurance options
- Offered detailed information about products and binding coverage.
- Conducted annual reviews of existing policies to update information.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Provided advice, answered queries and escalated complaints to management.
- Reviewed, shopped and processed renewals.
- Managed over 40 calls per day.
The Boon Group
Benefits Services Representative
01.2017 - 01.2018
Job overview
- Health claims specialists process medical insurance claims and resolve billing issues.
- Individuals in these jobs need good customer service and communications skills, as well as knowledge of computer software, medical insurance coding, and insurance and medical terminology.
- Responsible for verifying benefits and enrolling members for benefits.
- Verify claim status and resolve claims.
- Processed over 200 claims per week.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Facebook
Advertising Support Specialist
03.2016 - 01.2017
Job overview
- Specialized in customer support and helped expand self-serve advertising customer base.
- Also demonstrated value of advertising solutions and provide pre- and post -sales support for all self-service products.
- Assisted customers with technical issues via email, live chat and telephone.
- Helped customers in determining design and layout of sold and special ads.
- Conducted market research to attract clients in new territories.
- Built strong client relationships and provided high value-adding services, resulting in increased company market share.
- Made outbound calls to existing customers to upsell advertising packages.
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Managed over 60 chats per day
Home Depot Technology Center
Technical Support Agent
01.2015 - 03.2016
Job overview
- Reviewed technical documentation and procedures
- Created and maintained databases, network accounts and programs for specific department needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Resolved 40 technical support inquiries per day
Troubleshoot All Samsung Devices
Technical Support Agent
04.2014 - 01.2015
Job overview
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Assisted customers with order placing
- Managed call flow and responded to technical support needs of customers
- Created cases and claims for damaged, lost or displaced packages.
- Resolved over 60 technical support inquiries per day
- Configured hardware, devices, and software to set up work stations for employees
- Submitted service tickets for equipment maintenance requests
- Documented support interactions for future reference
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
GENERAL MOTORS CALL CENTER
Infotainment Specialist
04.2013 - 03.2014
Job overview
- Assist customers with pairing their phones to vehicle Bluetooth
- Assist Customers with using Navigation Systems
- Troubleshoot radio systems for customers.
- Negotiate customer's issues with dealerships.
- Conducted research to address customer concerns.
- Resolved problems with malfunctioning products.
- Identified and solved technical issues with variety of diagnostic tools.
- Conducted research to address customer concerns.
- Closed out 100 service tickets per week.
- Managed over 50 calls per day.
Education
Huston Tillotson University
BBA from Criminal Justice
05.2023
Del Valle High School
High School Diploma
05.2010
Skills
- Adobe and Adobe Flash proficiency
- MS Windows proficient
- Typing Speed 50 WPM
- Pricing Evaluations
- Quoting and Pricing Policies
- Risk Evaluation
- Agent Assistance
- Quality Assurance
- Reviewing Renewals
- Reviewing Risk Exposure
- Configuring Devices
- Network and Server Troubleshooting
- Billing Dispute Resolution
- Loyalty Programs
- Multi-Line Phone Talent
- Customer and Client Relations
Accomplishments
- Elite Top Performer in my current role for 2 years from 2020-Present
- Improved policies and procedures, reducing underwriting losses 20%.
Timeline
Senior Underwriter Remote
Progressive Insurance
11.2021 - Current
Customer Consultant CRM (Personal Lines) Remote
Progressive Insurance Companies
06.2020 - 11.2021
Commercial Trucking Specialist Remote
Progressive Casualty Insurance Company
06.2018 - 06.2020
Benefits Services Representative
The Boon Group
01.2017 - 01.2018
Advertising Support Specialist
Facebook
03.2016 - 01.2017
Technical Support Agent
Home Depot Technology Center
01.2015 - 03.2016
Technical Support Agent
Troubleshoot All Samsung Devices
04.2014 - 01.2015
Infotainment Specialist
GENERAL MOTORS CALL CENTER
04.2013 - 03.2014
Huston Tillotson University
BBA from Criminal Justice
Del Valle High School
High School Diploma
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