Engris Dheming
Las Vegas,NV
Summary
Dedicated and fast-learning professional committed to growing with Progressive long-term. I deeply admire the company’s culture and values, which align with my passion for delivering exceptional service and creating meaningful experiences. With a strong foundation of experience, I am eager to expand my knowledge and expertise while contributing to a dynamic team that prioritizes innovation, collaboration, and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Sr. Specialist Resolution Assist
Progressive Insurance
04.2021 - Current
- Efficiently handle escalated or complex customer concerns, ensuring timely and satisfactory resolutions.
- Deliver exceptional experiences by actively listening, empathizing, and providing tailored solutions.
- Work closely with colleagues, leadership, and other departments to streamline workflows and optimize resolution strategies.
- Stay up to date with policy changes, industry trends, and company procedures to better assist customers.
- Handle complex customer concerns related to auto insurance policies, claims, billing, and coverage disputes, ensuring accurate and fair resolutions.
- Assist policyholders with policy changes, coverage explanations, and premium adjustments while providing a seamless customer experience.
- Identify potential risks, verify policy information, and ensure adherence to underwriting guidelines
- Provide guidance to fellow representatives on navigating complex insurance guidelines and policies, ensuring consistency in resolutions and customer service.
Sales Representative
Wayfair
01.2019 - 03.2021
- Demonstrate comprehensive knowledge of Wayfair’s product catalog to guide customers in making informed purchasing decisions and resolving issues related to orders and products.
- Assist customers with order tracking, delivery issues, returns, and exchanges, ensuring smooth transactions and high satisfaction levels.
- Recommend relevant products and services based on customer needs, driving revenue while maintaining a customer-focused approach.
- Communicate effectively with customers via phone, email, and chat, ensuring clarity, professionalism, and timely responses.
- customer concerns, including damaged goods, delivery delays, and billing issues, ensuring appropriate solutions are provided.
- Carefully evaluate return requests to identify patterns or potential abuse, ensuring compliance with return policies and protecting the company from fraudulent activities.
- investigations on high-risk orders, verifying payment details, customer information, and shipping addresses to ensure legitimacy.
Education
High School Diploma - General Studies
Jeffrey Academic Center
Las Vegas, NV05.2004
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Dependable and responsible
- Multitasking
- Excellent communication
- Critical thinking
- Calm under pressure
- Decision-making
- Problem resolution
- Verbal communication
- Active listening
Languages
Spanish
Native or Bilingual
Timeline
Sr. Specialist Resolution Assist
Progressive Insurance
04.2021 - Current
Sales Representative
Wayfair
01.2019 - 03.2021
High School Diploma - General Studies
Jeffrey Academic Center
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