Microsoft Office, Outlook
Danielle May
Roanoke,VA
Summary
Adept at conflict resolution and customer service, I enhanced productivity and customer satisfaction at Progressive Insurance by leveraging my document review skills and empathetic client relationships. My experience as an E-911 Telecommunicator further honed my analytical abilities, ensuring high-stakes decisions improved team performance and business success.
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 15 plus years of service-focused experience.
Overview
15
15
years of professional experience
Work History
Experienced Customer Advocate
Progressive Insurance
01.2019 - 12.2024
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
E-911 Telecommunicator
Roanoke City
11.2011 - 01.2018
- Assisted callers in emergency situations with appropriate information and support.
- Reduced risks and emergency response issues by observing public safety field units.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Self-motivated, with a strong sense of personal responsibility.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
Education
GED -
Fresno Adult School
Fresno, CA10-1998
Skills
- Media strategy
- Data entry
- Document review skills
- Plan optimization
- Conflict resolution
- Customer services
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Timeline
Experienced Customer Advocate
Progressive Insurance
01.2019 - 12.2024
E-911 Telecommunicator
Roanoke City
11.2011 - 01.2018
GED -
Fresno Adult School
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