KELLY LOGUE
Getzville
Summary
Results-driven insurance professional with extensive experience in training, team leadership, and operational oversight within fast-paced insurance environments. Proven track record of developing and delivering effective training programs, improving team performance, and ensuring compliance with regulatory standards. Skilled in mentoring new hires, managing day-to-day team operations, and streamlining workflows to enhance productivity and customer satisfaction. Recognized for strong communication skills, a collaborative leadership style, and the ability to motivate teams toward achieving departmental goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Relations Specialist
Jerry Insurance Agency LLC
04.2022 - Current
- Trained new offshore agents on handling company SOP's and onboarding them to handle communication through internal systems and with customers through Chat, email, and phone
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Adapted quickly to changes in systems or processes, minimizing disruption to daily tasks and responsibilities as a Customer Agent.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Contributed towards the development of training materials, enhancing new hires' understanding of company policies and procedures.
Supervisor
GEICO Corporate Office
01.2019 - 04.2022
- Provided coaching and counseling to varying number of employees to encourage professional growth as well as meet short- and long-term goals.
- Opportunity of supervising a team of up to 10 agents and have been successful in driving results based on business and regional needs.
- Helped new hire agents gain the skills and knowledge of the auto insurance industry.
- Helped new hire agents to follow processes and procedures directly related to company guidelines and insurance requirements.
- Communications Lead for GEICO's Countrywide D&I ERG Women's Group
Auto Service Agent
GEICO Corporate Office
02.2010 - 12.2018
- Starting position: Customer Service agent. Helped customers service their current policies with adjustments and endorsement needed such as adding/changing vehicles and drivers, and making other changes as needed. GEICO Chairman’s Club recipient (4x)
- Promotion: In 2018, became part of Performance Monitoring Team, where I audited auto customer service calls for quality control and customer interaction.
Education
Bachelor of Science - Communication Studies
State University of New York At Fredonia
Fredonia, NY09-2015
Skills
- Supervision
- Adaptable to change management
- Metric based Coaching
- Agent evaluations
- Time and Labor
- Data Management
- Proficient in Excel
- Quality control
- Staff education and training
- CRM software
- Training and mentoring
Certification
Property and Casualty License
Timeline
Customer Relations Specialist
Jerry Insurance Agency LLC
04.2022 - Current
Supervisor
GEICO Corporate Office
01.2019 - 04.2022
Auto Service Agent
GEICO Corporate Office
02.2010 - 12.2018
Bachelor of Science - Communication Studies
State University of New York At Fredonia
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