Jessica Patton
Progressive Insurance Claims
Crossville,AL
18
years of professional experience
Experienced customer support professional with 15+ years in troubleshooting, data entry, and CRM systems, known for accurate documentation, calm communication, and resolving complex customer concerns.
Work History
Central Loss Reporting Rep
2 Years 10 Months- Provide professional and empathetic customer service while handling a high volume of customer interactions
- Gather, verify, and accurately document customer needs and determine the next steps.
- Maintain accurate records while protecting confidential and sensitive information
- Use computer system and applications while communicating with customers
- Resolve customer concerns through active listening and clear communications
- Maintain composure and professionalism when assisting customers experiencing stressful situations
- Work independently while meeting productivity, quality and service expectations
Tier 2 Technical Support Representative
9 Years- Resolved advanced wireless, device, and connectivity issues using CRM, ticketing, and diagnostic tools.
- Guided customers through account changes, plan updates, and feature troubleshooting with clear, accurate support.
- Escalated complex network and provisioning issues to appropriate teams, ensuring timely case ownership.
- Interpreted account history, service records, and device settings to identify root causes quickly.
- Supported activation, migration, and device setup processes across smartphones, tablets, and wireless accessories.
- Documented case notes, troubleshooting steps, and resolution details to maintain consistent service records.
- Collaborated with cross-functional teams to restore service and improve customer experience.
- Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Customer Service Advocate
5 Years 10 Months- Assisted customers with troubleshooting, activating, and configuring mobile devices across service platforms.
- Resolved wireless billing, account, and device inquiries with accurate policy-based guidance.
- Reviewed account details to identify plan options, service changes, and retention opportunities.
- Documented customer interactions in CRM systems to maintain clear service history and follow-up.
- Improved service consistency by reinforcing best practices for accuracy, efficiency, and customer satisfaction.
- Escalated complex issues, driving timely resolution through internal support channels and escalation paths.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate of Applied Science - Secretarial Studies And Office Administration
Skills
FNOL (First Notice of Loss)
Insurance Claims Support
Loss reporting
Data Entry and Accuracy
Computer and CRM Systems
Troubleshooting
Problem Solving
Complaint resolution
Customer service
CRM software
Active listening
Information Gathering
Multitasking
Time Management
Customer issue resolution
Timeline
Central Loss Reporting Rep
Progressive Insurance Claims
12.2023 - CurrentRead More
Tier 2 Technical Support Representative
Verizon WIreless
08.2014 - 08.2023Read More
Customer Service Advocate
Verizon Wireless
10.2008 - 08.2014Read More
Snead State Community College
Associate of Applied Science from Secretarial Studies And Office Administration
Read More