Corey Humphrey
Sheffield Lake,OH
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
16
16
years of professional experience
Work History
Call Center Supervisor
Progressive Insurance
03.2022 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 10-12 service representatives at a time in providing excellent customer service to callers requiring assistance for insurance claims and service issues.
Senior Services Representative
Progressive Insurance
12.2018 - 03.2022
- Coaching peers to increase productivity and performance
- Create training and development emails for PHA
- Handle inbound calls from customers seeking to make changes to their policy
- Identify customer's insurance needs
- Work independently to solve insurance problems and issues
- Educate and answer questions regarding coverage, rates, billing and policy reviews (from general to in-depth)
- Diffuse challenging and complex issues that arise with sensitive insurance issues
- Cancel and service insurance products pertaining to auto and suggestive sells home
- Builds, maintains and repairs customer relationships
- Managed over 100 calls per day
- Received multiple awards for performance.
Claims Representative
Glass Progressive Insurance
05.2015 - 12.2018
- Managed high volume (20-30 at one tim) of claim files from beginning to end
- Worked with auto body suppliers to ensure efficient and accurate repairs and pricing
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Interviewed policyholders to verify information and obtain additional details.
- Demonstrated expertise in interpreting policy language accurately, leading to better-informed decisions on coverage application during claims evaluation.
- Negotiated favorable settlements with claimants, resulting in cost savings for company.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
Inventory Manager
Heiland Electronics
08.2014 - 05.2015
- Maintaining quality in warehouse and keeping track of all damaged inventory and reporting same to supervising authorities
- Proper packing, labeling and tagging of inventory in warehouse
- Maintaining and servicing of warehouse equipment like forklift, trucks, and railcars
- Conducting cycle counts of inventory and managing daily log registers
- Efficiently carrying out all orders of supervisors
- Working in accord with all safety regulations of warehouse
- Coordinating work with fellow workers and other team members.
- Created and updated regular inventory reports and records.
- Analyzed inventory data to identify and address stock discrepancies.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size, or type of material.
- Achieved operational excellence by continuously improving processes, systems, and procedures related to inventory management.
- Improved order fulfillment rates by closely monitoring stock availability and promptly addressing shortages.
- Integrated warehouse operations with existing and new business processes.
- Divided and categorized cargo received and redirected shipments in response to customer requests.
- Built and nurtured positive working relationships with vendors and suppliers.
Customer Service Specialist
Dick's Sporting Goods
11.2012 - 07.2014
- Delivered prompt service to prioritize customer needs.
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Led team to quickly and efficeintly clean out and dispose of products in store after it closed
Patient Support Assistant
Cardiac Imaging Lab, Riverside Hospital
08.2010 - 02.2012
- Nominated for Prism award, highest customer service award in OhioHealth.
- Assisted doctors with preparation of medical equipment for smooth and efficient surgeries.
- Checked patient rooms for adequate linens and supplies and restocked as necessary.
- Supported medical staff during patient examinations in accordance with company policy.
- Kept patient information and records secure by using private hospital databases and withholding information from outside sources.
- Responded to emergency situations to help with lifting and transporting patients.
- Contributed to effective teamwork by collaborating with healthcare professionals to ensure optimal patient outcomes.
- Provided emotional support to patients and their families during difficult times, easing anxiety and stress.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Checked patient vital signs, weight and pain levels for documentation purposes.
- Received multiple customer service recognitions for patient care
EKG and Stress Lab Technician
Patient Escort, Riverside Hospital
09.2008 - 08.2010
- Maintained documentation on tests performed in lab.
- Maintained a safe and organized laboratory environment, adhering to strict safety protocols.
- Conducted routine quality control checks to ensure accurate test results and maintain laboratory standards.
- Monitored testing procedures to meet criteria and maintain quality control.
- Inspected laboratory equipment to maintain good working condition for optimal results.
- Participated in continuing education opportunities to stay current with industry advancements and best practices.
- Provided exceptional customer service to patients and healthcare providers, fostering strong working relationships.
- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Trained and supervised junior technicians in laboratory protocols.
Education
North Central University
Minneapolis, MNHigh School Diploma -
Kettering Fairmont High School
Kettering, OHSkills
- Complaint resolution
- CRM
- Staff Motivation
- Call Monitoring
- Quality Assurance
- Active listening
- Report preparation
- Account management
- Empathy and patience
- Goal-oriented mindset
- Coaching and Mentoring
Timeline
Call Center Supervisor
Progressive Insurance
03.2022 - Current
Senior Services Representative
Progressive Insurance
12.2018 - 03.2022
Claims Representative
Glass Progressive Insurance
05.2015 - 12.2018
Inventory Manager
Heiland Electronics
08.2014 - 05.2015
Customer Service Specialist
Dick's Sporting Goods
11.2012 - 07.2014
Patient Support Assistant
Cardiac Imaging Lab, Riverside Hospital
08.2010 - 02.2012
EKG and Stress Lab Technician
Patient Escort, Riverside Hospital
09.2008 - 08.2010
North Central University
High School Diploma -
Kettering Fairmont High School
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