June Ezell
Bedford
Summary
Dedicated Resolution Consultant with proven problem-solving skills and expertise in customer service. Experienced in managing complex case files and developing training materials to enhance team efficiency.
Overview
12
12
years of professional experience
Work History
Resolution Consultant
Progressive Auto Insurance
Mayfield Heights, OH
04.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to streamline claims processing workflows.
- Managed complex case files, ensuring adherence to company policies and procedures.
- Analyzed customer feedback to identify areas for service improvement and operational efficiency.
- Developed training materials for new hires, enhancing onboarding experience and knowledge retention.
- Mentored junior consultants, promoting professional development and team collaboration skills.
- Trained new Resolution Consultants, sharing best practices and knowledge to ensure a high standard of customer service across the team.
Underwriting Specialist
Progressive Auto Insurance
Mayfield Heights, OH
01.2022 - 04.2025
- Analyzed insurance applications to determine risk factors and coverage options.
- Reviewed and assessed claims for accuracy and compliance with underwriting guidelines.
- Collaborated with agents to clarify documentation requirements and resolve discrepancies.
- Developed underwriting strategies to enhance efficiency and reduce turnaround times.
Senior Specialist Assist Line
Progressive Auto Insurance
Mayfield Heights, OH
01.2019 - 01.2022
- Developed training programs for new hires, improving onboarding efficiency and knowledge retention
- Assisted my peers with questions about policy and billing premium so that they can better explain to customers.
- Handled complex calls from customers.
Customer Service Representative
Progressive Auto Insurance
Mayfield Heights, OH
10.2014 - 01.2019
- Provided exceptional support to customers, resolving inquiries and ensuring satisfaction.
- Assisted in processing claims, maintaining accuracy and compliance with company guidelines.
- Adapted quickly to changing policies and procedures, enhancing workflow efficiency.
- Collaborated with team members to improve customer service response times and solutions.
- Documented customer interactions effectively, contributing to knowledge base updates.
Education
High School Diploma -
Cleveland Central Catholic High School
Cleveland, OH05.2009
Skills
- Self-awareness
- Assertiveness
- Mediation techniques
- Trust building
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Multitasking
- Calm and professional under pressure
- Reliability
- Computer skills
- Understanding customer needs
- Active listening
- Decision-making
- Relationship building
- Microsoft office
- Product knowledge
- Customer relationship management
- Conflict resolution
Timeline
Resolution Consultant
Progressive Auto Insurance
04.2025 - Current
Underwriting Specialist
Progressive Auto Insurance
01.2022 - 04.2025
Senior Specialist Assist Line
Progressive Auto Insurance
01.2019 - 01.2022
Customer Service Representative
Progressive Auto Insurance
10.2014 - 01.2019
High School Diploma -
Cleveland Central Catholic High School