Daria Kuriger
Monessen,PA
Summary
Dynamic customer service professional with extensive experience at Progressive Insurance, recognized for enhancing customer satisfaction through effective problem-solving and analytical thinking. Proven track record in coaching and mentoring, leading to improved team performance and resolution times. Skilled in relationship building and quality assurance, consistently exceeding performance metrics.
Overview
7
7
years of professional experience
Work History
Sr Specialist Resolution
Progressive Insurance
02.2022 - Current
- Assist and support representatives with technical help and moral support.
- De-escalate upset customers by listening and empathizing.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved resolution time with effective problem-solving for customer complaints.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
Snapshot
Progressive Insurance
12.2020 - 02.2022
- Resolved customer complaints with empathy
- Responded to customer requests for information concerning their snapshot device
- Assisted customers in navigating company website and the snapshot app. Improving the overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Progressive Insurance
04.2018 - 12.2020
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, positive feedback from our customers
- Provided a mentoring to new hires, contributing to their successful integration into the team
- Exceeded performance metrics earning recognition within the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Boosted team morale by consistently recognizing teams contributions and achievements..
- Participated in Peer to Peer to help increase the teams Pha/Cra metrics
Education
BBA - Business
Allegheny College
Meadville, PA09-1985
Skills
- Analytical thinking
- Customer relations
- Quality assurance
- Team collaboration
- Coaching and mentoring
- Continuous improvement
- Time management
- Relationship building
- Problem-solving
- Excellent communication
- Multitasking Abilities
- Teamwork and collaboration
Timeline
Sr Specialist Resolution
Progressive Insurance
02.2022 - Current
Snapshot
Progressive Insurance
12.2020 - 02.2022
Customer Service Representative
Progressive Insurance
04.2018 - 12.2020
BBA - Business
Allegheny College
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