Jennifer Salas
Tampa,FL
Summary
Results-oriented New Hire Coach considered an asset in the workplace. A pleasant personality coupled with exemplary communication and customer/employee engagement skills. Ready to take on a new role as a supervisor that requires energy and enthusiasm while driving business success.
Overview
7
7
years of professional experience
Work History
CRM Onboarding New Hire Services Coach
Progressive
Riverview, FL
12.2022 - Current
- Developed and implemented training programs to promote employee development.
- Conducted assessments of employees' skills and knowledge gaps, and designed learning strategies to address these gaps.
- Provided coaching sessions for new hires on company policies, procedures, and job expectations.
- Assisted in creating an organizational culture that values continuous learning and development opportunities for its employees.
- Maintained detailed records of all trainings delivered including evaluations.
- Hosted and delivered presentations to new hires on training material, as well as encouraging consultants on the new information given.
Chat Research and Testing Specialist
Progressive Insurance
Tampa, FL
02.2020 - Current
- Test new processes, procedures, tools and provided feedback, benefiting my peers and customer experience, ensuring a smooth roll out prior to introducing tools to business areas.
- Resource for my team to help answer questions and direct to guidelines to assist with their customers.
- Provide an excellent customer service experience in my daily chats interacting with customers, providing detailed answers and finding solutions to their needs or problems.
Chat Specialist
Progressive
Tampa, FL
01.2019 - 02.2020
- Resource for my team to help answer questions and direct to guidelines to assist with their customers.
- Answered customer questions and resolved concerns quickly to maximize satisfaction.
- Monitored customer issues and deliver best resolution course, following steps involved for appropriate procedures and outside of appropriate procedures.
Customer Service Representative- Phones
Progressive
Tampa, FL
09.2017 - 01.2019
- Mentored resourced peers on procedures and policies to maximize team performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Associate of Science - Phlebotomy
Ultimate Medical Academy - Clearwater
Tampa, FL03.2014
High School Diploma -
Leto High School
Tampa, FL06.2011
Sanford
Skills
- Eager and fast learner
- Skilled in Microsoft Word, Powerpoint and Excel
- Team player and resource
- Skilled in typing responses and emails
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Upbeat and positive personality
- Understanding Customer/Consultant Needs
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Building Customer/consultant Trust and Loyalty
- Creative Problem Solving
Accomplishments
- I am the lead facilitator on the R&R committee for my department, where I have created and facilitated activities and games to continue to enhance team moral.
- I have made Rising star for the months of December 2023, April 2024, May 2024, and Elite for August 2024.
- I have facilitated Calibrations for my team to foster open discussions and creative thinking, helping make our team stronger while learning new practices.
- I am currently mentoring a new hire coach that was selected for our team, showing her the in's and out's of the coach role, guiding her as she learns.
Timeline
CRM Onboarding New Hire Services Coach
Progressive
12.2022 - Current
Chat Research and Testing Specialist
Progressive Insurance
02.2020 - Current
Chat Specialist
Progressive
01.2019 - 02.2020
Customer Service Representative- Phones
Progressive
09.2017 - 01.2019
Associate of Science - Phlebotomy
Ultimate Medical Academy - Clearwater
High School Diploma -
Leto High School
Sanford