Leah Cannon
Houston,TX
Summary
Results-driven professional with a Bachelor of Business Administration in Marketing and over 5 years of customer service experience. Joined Progressive in 2022 as a Commercial Lines Services Representative, bringing prior experience as a Team Lead managing operations and coaching teams. Known for taking initiative through participation in cross-functional projects and volunteer teams. Transitioned into Research & Testing in April 2025, contributing to multiple pilots while navigating fast-paced environments with frequent changes and evolving processes.
Overview
6
6
years of professional experience
Work History
Commercial Lines Services Representative
Progressive
Remote
10.2022 - Current
- Investigate policy concerns, billing issues, and discrepancies to ensure accuracy and compliance.
- Conducted product training sessions for new team members, fostering knowledge sharing and skill development.
- Handle high-volume service calls while maintaining accuracy and customer satisfaction
- Provide policy support, resolve customer concerns, and ensure compliance with company guidelines
- Participate in pilot and call-out projects, providing feedback and identifying process improvements
- Adapt quickly to changing workflows, processes, and system updates in dynamic environments
- Participate in testing, feedback loops, and implementation of new procedures
- Contribute to volunteer teams and internal projects to improve service efficiency and team performance
Sample Processor Team Lead
Eagle Analytical
Houston, TX
11.2019 - 10.2022
- Processed samples with precision, ensuring adherence to quality control standards.
- Operated laboratory equipment effectively, maintaining operational efficiency and safety protocols.
- Developed and implemented improved sample processing procedures, enhancing workflow consistency.
- Trained new staff on best practices for sample handling and laboratory processes.
- Stepped in during high-demand periods to ensure timely completion of critical tasks.
- Led daily operations and coached team members to meet production and quality goals.
Education
BBA - Marketing
University of Houston - Downtown
Houston, TX05.2026
Skills
- Research & Investigation
- Data Review & Accuracy Analysis
- Customer & Agent Communication
- Problem Solving & Conflict Resolution
- Process Improvement & Pilot Testing
- Call Center Operations (Inbound/Outbound)
- Multitasking in High-Volume Environments
- Microsoft Office & Computer Navigation
Accomplishments
VIP Employee of the Month July 2025
Customer Service Expert (CSE) for R&T June 2025
Timeline
Commercial Lines Services Representative
Progressive
10.2022 - Current
Sample Processor Team Lead
Eagle Analytical
11.2019 - 10.2022
BBA - Marketing
University of Houston - Downtown