Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Christopher Patrovic

Virginia Beach,VA

Summary

Results-oriented leader with nearly ten years property insurance industry experience of success mentoring, engaging, and managing peers and associates to increase productivity and work quality, and business retention. Consistently looking for ways to improve personal knowledge of the industry and the company operation; an expert analytical problem-solver, able to improve customer and employee retention and relations through a focus on maintaining customer satisfaction, while balancing business needs and fostering an environment founded on positivity and inclusion with a realistic approach. Strong technical acumen to resolve operational adversity as well as evaluate processes to recommend improvements in an ever-changing industry. As a member of management and an agent, built a reputation as a team player who is known for availability and flexibility. Consistently recognized and promoted due to outstanding ethics, results and achievements.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Property Service Supervisor

GEICO
10.2019 - 12.2023
  • Enhanced team performance by implementing effective training programs, interactive workshops and regular staff progress evaluation
  • Created sustainable team performance by designing and implementing effective coaching plans
  • Enhanced agent career development by conducting personalized assessments and identifying professional goals
  • Reduced company turnover by improving employee engagement through collaborative goal-setting
  • Consistently top rated on anonymous annual surveys for overall work performance by peers and agents
  • Led teams to consistent first-quartile performance (90th countrywide percentile)
  • Achieved highest team rating for customer satisfaction surveys and ID theft upsells
  • Achieved highest team rating for files handled
  • Trained peers in data reporting and analysis
  • Lowered department-wide unaccounted paid time to compliant levels of 2% through detailed payroll analysis

Senior Agency Specialist

GEICO
11.2015 - 10.2019
  • Developed strong client relationships through comprehensive, personalized communication and attentive service.
  • Enhanced client satisfaction by providing comprehensive contract counsel and addressing individual coverage and billing needs
  • Reduced company liability through thorough quality-checklists and expert navigation of statewide company guidelines
  • Provided expert service and billing review on policies for 8 major GEICO partners
  • Provided counsel on policies in 49 states, specializing in home, renters, condo, landlord, personal articles, ID theft and earthquake
  • Improved property underwriting accuracy by conducting thorough risk assessments and analyzing client profiles.
  • Reduced property hazards by conducting thorough inspection review, identifying potential risks and conveying findings to the client
  • Achieved top phone efficiency and survey results
  • Performed as new hire coach and trainer throughout orientation process
  • Achieved 100% early or on-time certification for 26 out of 26 agents

Lead Front Desk Associate

Department Of Defense Housing Sector
07.2012 - 11.2015
  • Improved customer satisfaction ratings by promptly addressing inquiries and resolving issues.
  • Enhanced team collaboration with regular communication and updates on guidelines
  • Audited and maintained accurate records of client interactions, ensuring a high level of organization and accountability.
  • Enhanced customer satisfaction by efficiently managing and processing reservation requests.
  • Improved profitability through room upsells
  • Achieved 100% on quality control calls
  • Achieved 100% on-time new-hire training and certification

Education

Some College (No Degree) - Business Administration

Tidewater Community College
Virginia Beach, VA

Skills

  • Call Center Efficiency Management
  • Project Management
  • Quality Assurance
  • Data Analysis
  • Payroll Management
  • Escalation Resolution
  • Customer Satisfaction Management
  • Property Lines Underwriting
  • New Hire Onboarding
  • Personally Identifiable Information (PII)
  • Microsoft Office
  • Career Coaching and Development
  • Regulatory and Legal Compliance
  • Change Management

Certification

Lean Six Sigma Yellow Belt Certified

Supervisor Foundations/HR Courses

Advanced Supervision Courses

TCC - Core Business Courses, pursuing business administration degree

Timeline

Property Service Supervisor

GEICO
10.2019 - 12.2023

Senior Agency Specialist

GEICO
11.2015 - 10.2019

Lead Front Desk Associate

Department Of Defense Housing Sector
07.2012 - 11.2015

Some College (No Degree) - Business Administration

Tidewater Community College

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Christopher Patrovic