LATOYA BONNER
Bedford Heights
Summary
Dynamic Senior Resolution Specialist at Progressive Insurance with exceptional communication skills and a proven track record in creative problem-solving. Expert in de-escalation techniques and process improvement, mentoring new specialists to enhance team performance. Recognized for effectively handling complex customer inquiries and fostering strong client relations.
Overview
2026
2026
years of professional experience
Work History
Senior Resolution Specialist
Progressive Insurance
Mayfield Heights
02.2022 - Current
- Walk consultants through guidelines to find correct resolutions for customers' inquiries and needs.
- Handles escalated calls.
- Provides feedback to Service and Sales Consultants on proper call handling.
- Independently handles the most complex problems, and diffuses the most challenging and sensitive escalated calls.
- Subject Matter Expert for incoming new reps when additional training is needed in areas of guidelines, timesheets, and CRA offers.
- Mentor for new incoming specialists, assisting with knowledge on processing, accommodations, escalations, and guidelines.
- Reviewed calls and coached mentees to provide help and feedback in their development as new resolutions specialists.
- Hosted huddles with PowerPoint presentations.
- Actively participated in team meetings and, at times, presented new, upcoming changes and processes.
Service Consultant
Progressive Insurance - Mayfield Village Service Center
Mayfield Village
07.2015 - 02.2024
- Identifies the customer's motive for calling and understands the customer's insurance needs.
- Processes cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings on Progressive systems.
- Advocates for and educates on Progressive's products and services, uses software applications to track, gather information, and answer inquiries.
- Partners with a coach or supervisor to continually develop skills and improve results, and stays current on products, services, and procedures.
- Resolved complex customer issues by utilizing problem-solving techniques and product knowledge.
- Subject Matter Expert for incoming new reps when additional training is needed in areas of guidelines, timesheets, and CRA offers.
- Hosted huddles with PowerPoint presentations.
- Actively participated in team meetings and, at times, presented new upcoming changes and processes.
Daycare Owner/Operator
Tiny Tots Daycare
Bedford
07.2017 - 08.2021
- Managed financial aspects associated with running a successful daycare business.
- Conducted regular staff meetings to discuss issues pertaining to daycare operations.
- Supervised staff members during mealtimes, rest periods, and recreational activities.
- Developed and implemented policies and procedures for daycare staff.
- Organized and facilitated special events, such as field trips, holiday parties, and parent-teacher meetings.
- Established relationships with parents and guardians to foster strong communication regarding their child's progress.
- Maintained accurate records of student attendance, behavior, academic performance, health information, and other related data.
- Ensured compliance with all state regulations regarding childcare centers.
- Interacted regularly with students throughout the day by playing games, reading stories or engaging them in creative activities.
- Reviewed applications from prospective families interested in enrolling their children in the program.
Enterprise Repair Representative
Windstream Communications
Twinsburg
- Meets and exceeds monthly key performance indicators that include adherence to schedule, call quality, hold time, and after call wrap up.
- Successfully learned over 5 systems in less than a two week training period.
- Assisted managers with organizing department materials and updates making sure they were documented correctly to effectively handle customers.
- Reduced technical escalations to management.
- Assist Windstream enterprise business customers, and perform initial troubleshooting and incident creation for phone and Internet trouble with all required customer and product information.Proactively works to understand the processes/products needed to effectively do what is expected as a front line Enterprise repair agent.
- Assist in training new hires and team mates needing additional assistance with systems and applications.
- Quickly and effectively solve customer issues.
- Utilize multiple systems to verify customer services and preform isolation tasks when services are not working correctly.
- Assist customers though on-line application with troubleshooting and incident reports.
Customer Service Sales Representative
Time Warner Cable
Cleveland
- Troubleshooting digital cable, internet and digital phone service.
- Receive and respond to a high volume of telephone inquiries from customers and provide expert advice and solutions through consultative selling and problem resolution.
- Meet service levels and performance statistics.
- Provide all pertinent information to the customer and document it using the appropriate call-tracking system to ensure first contact resolution.Provide basic technical support over the phone and if necessary schedule service calls to resolve customer issues.
- Promote products and services.
Education
Associate of Science - Psychology
Liberty University
Lynchburg, VaSkills
- Creative problem solver
- Exceptional communication skills
- Strong client relations
- Patient and diligent
- Troubleshooting proficiency
- Dedicated to process improvement
- De-escalation techniques
- Meeting facilitation
- Investigation skills
- Ethical judgment
Accomplishments
- Successfully learned over 5 systems in less than a two week training period.
- Assisted managers with organizing department Meets and exceeds monthly key performance indicators that include adherence to schedule, call quality, hold time, and after call wrap up.
- Assisted managers with organizing department materials and updates making sure they were documented correctly to effectively handle customers.
- Reduced technical escalations to management
Timeline
Senior Resolution Specialist
Progressive Insurance
02.2022 - Current
Daycare Owner/Operator
Tiny Tots Daycare
07.2017 - 08.2021
Service Consultant
Progressive Insurance - Mayfield Village Service Center
07.2015 - 02.2024
Enterprise Repair Representative
Windstream Communications
Customer Service Sales Representative
Time Warner Cable
Associate of Science - Psychology
Liberty University
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