Ivy Holley
Columbus,OH
Overview
8
8
years of professional experience
1
1
Certification
Work History
Agent Customer Service Supervisor
Liberty Mutual (Safeco/State Auto)
Columbus, OH
12.2024 - Current
- Lead a hybrid team of 13 CSRs, managing KPIs including adherence, AHT, and audit scores.
- Spearheaded the development of a Scrum-style planner to prioritize tasks, streamline projects, and improve team visibility.
- Created tools and training guides, including an adherence calculator and a 'Ways to Educate Agents' resource, enhancing onboarding and accuracy.
- Collaborated with Tech, WFM, TMs, and Analysts to implement systems access, resolve technical blockers, and support transition efforts (e.g., Freshdesk).
- Helped coordinate book-of-business transfer processes and trained representatives on State Auto workflows post-merger.
- Conducted regular 1:1s and sprint-style performance check-ins to align rep goals with team metrics.
- Approved third-party vendor payments, and ensured compliance across multi-system platforms.
Agency Service Representative (Hybrid)
Liberty Mutual
Columbus, OH
09.2020 - 12.2024
- Supported agents during Liberty Mutual's acquisition of State Auto by navigating system changes and maintaining clear, empathetic communication.
- Developed training materials for State Auto cancellations, including PowerPoints, job aids, templates, and video walkthroughs.
- Led huddles, contributed to department newsletters, and designed accessibility workflows to improve team engagement and productivity.
- Provided time-saving processes (e.g., one-button launch for daily tools) and taught team members how to optimize system workflows.
Customer Service Representative
Dawson - State Auto
Columbus, OH
09.2019 - 09.2020
- Built lasting client relationships through issue resolution and proactive communication.
- Gained foundational insurance product knowledge and supported customer success through multiple communication channels.
Advanced Cashier
Express
Columbus, OH
09.2017 - 01.2019
- Delivered tailored customer service while managing data accuracy and sales records.
- Designed in-store visual layouts to support customer flow and retention.
Education
Diploma of College Prep & Specialization -
Mifflin High School
Columbus, OHSkills
- Backlog Management
- Cross-Functional Collaboration
- Scrum / Agile Facilitation
- Stakeholder Communication
- Customer Journey Mapping
- Insurance Industry Experience
- Performance Metrics & KPIs
- Internal Process Optimization
- System Access & Transition Support
- Roadmap planning
Certification
- Certified Scrum Product Owner (CSPO), Scrum Alliance
- Certified Scrum Master (CSM), Scrum Alliance
Timeline
Agent Customer Service Supervisor
Liberty Mutual (Safeco/State Auto)
12.2024 - Current
Agency Service Representative (Hybrid)
Liberty Mutual
09.2020 - 12.2024
Customer Service Representative
Dawson - State Auto
09.2019 - 09.2020
Advanced Cashier
Express
09.2017 - 01.2019
Diploma of College Prep & Specialization -
Mifflin High School
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