Jayla Henry
Baton Rouge,LA
Summary
Dynamic customer service professional with extensive experience at Progressive Auto Insurance, excelling in problem resolution and relationship building. Proven track record in enhancing team performance through training and mentorship, while implementing process improvements that increased customer satisfaction. Proficient in data entry and conflict resolution, driving operational efficiency and loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Progressive Auto Insurance
Remote
03.2022 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed claims processing efficiently, ensuring timely resolution and customer satisfaction.
- Provided training and mentorship to new team members, enhancing overall team performance.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Implemented feedback mechanisms to gather customer insights, driving continuous improvement initiatives.
- Analyzed trends in customer interactions, identifying opportunities for process enhancements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Processing Specialist
Progressive Auto Insurance
Remote
08.2024 - 11.2025
- Reviewed documentation for completeness, resolving discrepancies to expedite claim processing.
- Collaborated with cross-functional teams to enhance workflow efficiency and minimize delays in service delivery.
- Trained new employees on processing procedures and system usage, fostering a knowledgeable team environment.
- Responded to customer inquiries and requests related to insurance products and membership.
- Completed coverage by delivering policies, planning future follow-up conversations and evaluating needs.
- Provided members with optimum sales and service experience to enhance member affinity to company.
- Participated in regular departmental meetings, contributing valuable insights towards streamlining operations and improving team performance.
- Maintained strict adherence to compliance regulations, ensuring accurate processing of sensitive information.
- Reduced processing time with the application of automated systems, resulting in faster turnaround times for clients.
Customer Service Representative, Turbo Tax/Verizon
Alorica
Remote
02.2020 - 03.2022
- Assisted customers with inquiries, providing accurate information and support.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Learned to navigate customer service software for tracking issues and managing interactions.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
Education
N/a - Psychology/ Sociology
Louisiana State University
Baton Rouge, LASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Microsoft outlook
- Product knowledge
- Paperwork processing
- Microsoft PowerPoint
- Data collection
- Technical support
- Coordination
- Product education
Timeline
Processing Specialist
Progressive Auto Insurance
08.2024 - 11.2025
Customer Service Representative
Progressive Auto Insurance
03.2022 - Current
Customer Service Representative, Turbo Tax/Verizon
Alorica
02.2020 - 03.2022
N/a - Psychology/ Sociology
Louisiana State University