Summary
Overview
Work History
Education
Skills
Timeline
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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, PA
09-1985

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
Daria Kuriger