Francesca Keene
Roswell,GA
Summary
Dynamic and results-oriented HR professional with over 12 years of leadership experience, including 4 years at Progressive. Proven expertise in employee relations, workplace accommodations, diversity and inclusion (DEI) initiatives, and change management. Skilled in coaching and developing others, managing complex processes, and fostering collaboration to deliver impactful solutions. Seeking to leverage my extensive leadership background to contribute as an HR Consultant in the Accommodations Cohort.
Overview
11
11
years of professional experience
Work History
Supervisor CRM - Customer Preservation
Progressive Insurance
04.2025 - Current
- Supervised daily operations, achieving 90% compliance with quality standards through Quality Call Evaluations.
- Analyzed attendance processes and implemented improvements, reducing occurrences by an average of 3 per consultant for those on Written Warning or higher.
- Provided targeted mentoring and coaching to team members, leading to a 12% increase in employee engagement scores (Gallup) and measurable improvements in team performance metrics.
CRM Supervisor, CPT Academy
Progressive Insurance
01.2023 - 04.2025
- Designed and implemented the CPT Academy Process, including training programs, schedules, and performance tools for new consultants.
- Influenced and motivated newly placed teams every 2–4 months, fostering engagement despite challenging transitions.
- Collaborated with leadership to align academy initiatives with organizational goals, supporting a high-performance culture.
CRM Supervisor, PLAS
Progressive Insurance
10.2020 - 12.2022
- Increased team productivity by 15% through targeted coaching and personalized development plans.
- Streamlined coaching processes by implementing new SharePoint tools, increasing user adoption by 30% and improving collaboration across teams.
- Organized and led over 10 engagement events, resulting in a measurable improvement in team morale and a 10% reduction in turnover.
Senior Specialist, Customer Preservation
Progressive Insurance
11.2017 - 04.2020
- Retained existing customers by addressing objections and delivering tailored solutions, driving customer satisfaction and retention.
- Mentored peers and partnered with supervisors to identify skill gaps and develop targeted coaching strategies.
Field Manager
Momentum Advertising, Inc.
05.2015 - 11.2017
- Led recruitment, onboarding, and training programs for employees, ensuring alignment with organizational policies.
- Developed and delivered in-house training on service procedures, enhancing team performance.
Education
Associate of Science - Business Coursework
Cosumnes River College
Sacramento, California05.2014
High School Diploma -
Woodcreek High School
Roseville, California05.2000
Skills
- Employee Relations & Workplace Accommodations
- Diversity, Equity, and Inclusion (DEI) Initiatives
- Change Management & Process Improvement
- Coaching, Mentoring, and Leadership Development
- Data Analysis and Performance Metrics
- Conflict Resolution and Mediation
- Collaboration and Cross-Functional Teamwork
- Time Management and Prioritization
- Organizational Communication and Presentation Skills
Timeline
Supervisor CRM - Customer Preservation
Progressive Insurance
04.2025 - Current
CRM Supervisor, CPT Academy
Progressive Insurance
01.2023 - 04.2025
CRM Supervisor, PLAS
Progressive Insurance
10.2020 - 12.2022
Senior Specialist, Customer Preservation
Progressive Insurance
11.2017 - 04.2020
Field Manager
Momentum Advertising, Inc.
05.2015 - 11.2017
Associate of Science - Business Coursework
Cosumnes River College
High School Diploma -
Woodcreek High School