Latoya Freeman
Warner Robins,GA
Summary
At Progressive Casualty Insurance, I excelled as a Retention Agent, leveraging my call center experience and client relationship building skills to enhance customer loyalty. My proactive approach and creative solutions increased retention, evidenced by positive customer feedback. Expert in CRM systems, I delivered personalized service, mastering de-escalation techniques to maintain professionalism under pressure.
Overview
10
10
years of professional experience
Work History
Retention Agent
Progessive Casualty Insurance
Riverview, FL
11.2021 - Current
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Developed rapport with clients by understanding their needs and offering tailored solutions.
- Initiated proactive outreach to customers at risk of cancellation, leading to increased loyalty.
Proof Of Concept (POC)
Progressive Casulty Insurance
Riverview, FL
02.2020 - 11.2020
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
Progressive Home Advantage (PAA)
Progreesive Casualty Insurance
Riverview, FL
06.2019 - 02.2020
- Effectively coordinated events and trainings for clients as part of the Advantage program offerings.
- Collaborated with team members to develop innovative solutions for client needs, resulting in higher satisfaction rates.
- Contributed significantly toward achieving departmental goals by consistently meeting and exceeding performance expectations.
- Served as an expert resource for colleagues seeking guidance on specific tasks or challenges encountered in their work responsibilities.
Sales Representative
Progessive Casualty Insurance
Riverview, FL
04.2018 - 06.2019
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
Sales Representative
One Touch Direct LLC
Tampa, FL
01.2015 - 04.2018
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
Package Handler
United Parcel Service, UPS
Philadelphia, PA
06.2014 - 11.2014
- Used hand-held scanners and physical logs to accurately track item movements.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Assembled, sealed, and loaded packages into correct trucks.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
Accounting
Mind Institute
Manchester Jamaica04.2009
High School Diploma -
Manchester High School
Manchester Jamaica 07.2000
Skills
- Client Relationship Building
- Call center experience
- Creative solutions
- De-Escalation Techniques
Timeline
Retention Agent
Progessive Casualty Insurance
11.2021 - Current
Proof Of Concept (POC)
Progressive Casulty Insurance
02.2020 - 11.2020
Progressive Home Advantage (PAA)
Progreesive Casualty Insurance
06.2019 - 02.2020
Sales Representative
Progessive Casualty Insurance
04.2018 - 06.2019
Sales Representative
One Touch Direct LLC
01.2015 - 04.2018
Package Handler
United Parcel Service, UPS
06.2014 - 11.2014
Accounting
Mind Institute
High School Diploma -
Manchester High School