Chloe Wilson

Team 3 Month Performance Results

• Work Per Active Hour (WPAH): 6.37 to 8.14
• Surveys: 79.35% to 81.61%
• Quality: 67.5% to 86%

Individual Agent 3 Month Performance Results

• Work Per Active Hour (WPAH): 6.42 to 8.59
• Surveys: 58.33% to 83.33%
• Quality: 66% to 94%

• Successfully improved performance for 6 underperforming agents across two separate classes (Nov. 2024 and Jan. 2025) who were not meeting expectations by Checkpoint 3, by providing intensive coaching and development plans that led to each of them certifying by the final 30-day timeframe through Checkpoint 4. Delivered consistent one-on-one and group coaching to associates, resulting in improved KPI performance, increased confidence, and faster ramp-up times for new hires.
• Took initiative to identify performance trends and partnered with leadership to develop targeted action plans, contributing to improved team productivity and morale. Served as a liaison between training and operations, ensuring smooth knowledge transfer, alignment of expectations, and readiness for live environment transitions.
• Demonstrated leadership by mentoring peers, supporting departmental goals and modeling GEICO's core values through professionalism, adaptability, and accountability.

Team 3 Month Performance Results

• Increased overall team percentile from 52nd to 77th
• CPH: 10.37 to 10.89
• Surveys: 80.49% to 81.50%
• MOAT referrals: 6.40% to 10.54%
• Ranked #1 in AHT Countrywide for November 2024

Individual Agent 3 Month Performance Results

• CPH: 11.13 to 13.5
• Surveys: 76% to 81.25%
• MOAT referrals: 5.8% to 14.46%
• Promoted an agent from a Grade 61 to Grade 62, after six months of trying to obtain

• Led daily team huddles and facilitated side-by-side coaching sessions focused on call quality, time management, and policy accuracy, contributing to measurable improvements in team performance. Analyzed individual and team metrics to identify trends, celebrate wins, and address performance gaps through action plans aligned with department goals.
• Adapted quickly to leading a team of 6-10 agents, supporting operational needs by managing real-time workflows, ensuring schedule adherence, resolving escalated calls, and promoting a positive team environment.
• Participated in leadership development trainings and projects designed to strengthen strategic thinking, conflict resolution, and employee engagement skills. Demonstrated readiness for leadership by completing all LDP requirements; received informative feedback from associates and leadership, which I've actively applied and built upon in subsequent leadership roles to continue driving positive results.

• Delivered high-quality customer service by handling policy inquiries, billing issues, and coverage changes with professionalism, empathy, and efficiency.
• Maintained top-tier performance in call quality, adherence, and customer satisfaction metrics while navigating multiple complex policy systems and procedures.
• Demonstrated strong problem-solving skills by deescalating challenging situations and providing tailored solutions that aligned with company guidelines.

• Served as a subject matter expert for property policy and coverage-related inquiries, providing real-time support to frontline associates and leadership.
• Reviewed and resolved complex or unclear coverage scenarios, ensuring consistency with underwriting guidelines and state regulations.
• Supported associate development by delivering clear, policy-aligned explanations to help frontline staff confidently handle complex customer questions and challenge coverage scenarios.