Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
2025 Discretionary Award
Generic

Jacob Hart

Pueblo,CO

Summary

Experienced with managing floor activities and leading teams to ensure operational efficiency. Utilizes strong communication and organizational skills to maintain productive work environment. Track record of implementing effective processes and resolving conflicts to improve overall performance. Extensive history in creating and facilitating guideline and training content. General reporting using Microsoft Sharepoint, Excel, Powerpoint and PowerBi programs.

Overview

20
20
years of professional experience

Work History

Call Center Coach

Progressive
06.2022 - Current
  • In this role I remained a member of our departments R&D group and helped develop new LMS content, guideline updates and one pager docs for support. I also developed the new SRT onboarding process and helped train new SRT reps. My current focus in this role is Academy onboarding in which we are currently implementing a new structure to our academy approach that focuses on more key details focusing on the assessment process to match our customer with a more complete coverage while cross selling yielding more internal profit for the company. Additionally, I work with our SRT, Sales and Service dept for one-on-one coaching and developing support documents to make their job easier with streamlined resources. I also run a mentor program with our SRT reps where we create documents and presentations intended to make agents engage in difficult call scenarios. These sessions are made to drive efficiency in focus areas the floor is struggling with by going over best practices and common resources. I currently do our state reporting/filing for Workers Compensation compliance. I also assist with updating of academy and onboarding content and update the information on our Academy and Coach sharepoint sites. In 2025 I received the Discretionary award for the Q1 and Q2 performance.

Resolution Specialist

Progressive
04.2021 - 06.2022
  • In this role we support sales and service reps with questions and resource navigation. Took escalated calls and ownership of complex issue. Work with leadership to discuss best practice or procedure behaviors and roll out to production floor. Help pilot our new chat support program for sales rep support. New hire support for academy reps. Worked with BIT Knowledge Team to develop LMS content for Beca usage and how to assess for customer needs and job class. Developed an optional coverage chart and helped establish universal coverage endorsements that can be added to most quotes. Created and ran competitions for SRT based off chats and calls taken to drive productivity in dept. Received Discretionary Award for 2022 yearly performance for the department.

Insurance Sales Agent

Progressive
10.2019 - 04.2021
  • In this role I have assisted in leading lessons on call efficiency and practices with my team. I also developed a excel tool to track ACW percentage on a monthly and a daily basis to help keep track of efficiency metrics. Using the same practice, I drove my ACW percentage down from 21% to 9.57% within about a 45-day time span, becoming one of the top agents in efficiency for BIT. Being in a CSR role I also speak to customers daily to right fit them and help decide what they are needing for insurance coverages for their business needs. I am also an active member in the PTrE team for my team. We put out a monthly newsletter promoting peer recognition, provide Bi-monthly trainings or best practice articles for job processes, and share commonly missed information in the guidelines to help promote the importance of tool usage.

Senior Rep

T-Mobile
10.2017 - 10.2019
  • In this roll I worked directly with customers on billing or technical issues as well as suggesting plan or product changes based on need. I also helped coach and develop new hires for the roll once coming to production from training. I held several awards for lead in sales and customer satisfactions which lead me to working with our training dept on several occasions. I helped production and training teams with best practices to right customer with products and services to extend the value of the service to customer, along with growing company revenue. I was also featured in several national videos speaking to the topics of assisting customers and product knowledge, participated in panels with VIPs of the company to provide insight on where the business can grow with products and operations.

Tier 3 Lead Rep 3

Time Warner
03.2016 - 10.2017
  • In this role I assisted agents with customer issues, providing suggestions on wording or trouble shooting steps for issues. Assisting in coaching with agents as needed per manager instruction. Developed guide for best trouble shooting methods based of issues. Worked with customers that had repeat issues to find resolution for issues. In this role I held several national awards for customer service faced interactions. I held over a 95% customer satisfaction rating as well as customer resolution percentage for fixing their issue with in the first interaction with me.

Customer Service Senior Supervisor/Operations Manager 1

Xerox
03.2013 - 03.2016
  • In this role I was tasked with running a team of between 15 to 30 customer service reps. Tracking attendance and performance for agents. Coaching on best usage of tools to assist customer fix issues and call flow. I helped delegate incentives and bonus structure for agents. I assisted with planning and launch of 2 projects for Xerox. Working with both Microsoft and Windstream Communications I helped in developing tools and practices for training agents for job roll. I also assisted to create written guidelines and best practices with both companies, as well as tools assisting with call flow based on customers answered to technical questions. I worked directly with both clients to establish trends for possible tech issues or outages. Helped both clients with reporting on call volume trends and identifying reasons for issues. Worked with carrier to make content for new products we would be launching and trained agents to support product when it became customer facing.

Shipping and Internet Sales Lead

Mr. Money
01.2012 - 03.2013
  • In this position I oversaw packing and shipping of all items purchased online, listing of online content and inventory. All customer relations for eBay and amazon sales. Dealing with customer returns or complaints.

Building Materials and Tool Dept Supervisor

Home Depot
04.2005 - 12.2011
  • In this position I dealt with escalated or high -volume customers, providing instruction and estimates on cost for materials needed. Suggesting other materials or items that may be useful in task of the customer. Evaluating inventory to sales trends to order what is needed to drive sales and profit. Assisting in dept scheduling to maximize coverage during peak hours and meet employee needs for time off.

Tech Support and Teleservice Floor Supervisor

UPS
08.2007 - 12.2010
  • In this role I spoke to escalated customers and help provided escalated support for reoccurring issues. I also coached agents on best practices when speaking or assisting customers, as well as proper usage of resources to help fix the customers issues. I also assisted with the shipping and tracking customer services side as needs arouse. I received several companywide awards under program EOE (Employee of Excellence) while I was a customer facing rep and coached several agents to same honor. Supported our Campus Ship and World Ship programs and coached issues on how to help with technical issues.
  • 1-800-742-5877

Education

No Degree -

Allan Hancock College
Santa Maria, CA

Skills

  • Extensive Experience in Customer Service and Management rolls dealing in fast paced environments
  • Detail orientated and resourceful in completing all tasks given to me; able to multitask
  • Customer Service and Relations
  • Computer Operations
  • Middle Management Experience
  • Problem Solving
  • New Project Launch
  • Training and Development
  • Technical Specialist
  • Connectivity Networking
  • Client Reporting
  • Profit and Loss Reports
  • Insurance Risk Evaluation
  • Insurance Product Expert
  • POS systems operations
  • Team leadership
  • Customer relations
  • Task delegation
  • Operations management
  • Performance optimization

Accomplishments

  • Resolved product issue through consumer testing.

Timeline

Call Center Coach

Progressive
06.2022 - Current

Resolution Specialist

Progressive
04.2021 - 06.2022

Insurance Sales Agent

Progressive
10.2019 - 04.2021

Senior Rep

T-Mobile
10.2017 - 10.2019

Tier 3 Lead Rep 3

Time Warner
03.2016 - 10.2017

Customer Service Senior Supervisor/Operations Manager 1

Xerox
03.2013 - 03.2016

Shipping and Internet Sales Lead

Mr. Money
01.2012 - 03.2013

Tech Support and Teleservice Floor Supervisor

UPS
08.2007 - 12.2010

Building Materials and Tool Dept Supervisor

Home Depot
04.2005 - 12.2011

No Degree -

Allan Hancock College

2025 Discretionary Award

Progressive Award for performance in role and dept.

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