Leslie Nelson Mann
Manor,TX
Summary
To Obtain a profession where I can learn and grow with the company. Supply my kills and expertise to
continue the growth of the company.
Overview
20
20
years of professional experience
Work History
Central Claim Supervisor
Progressive Casualty Insurance
Austin, TX
05.2023 - Current
- Managed a team of 9 direct reports
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Collaborated with other departments to coordinate workflow processes between teams.
- Coach and develop representatives on claim handling processes and procedures to ensure accurate resolution.
- Handle customer escalations
- Make business decisions on complex claim situations that are not within our normal process and procedures.
- Manage attendance for direct reports
- Consistently create a culture of inclusion.
CRM Specialty Supervisor Onboarding- CPT
Progressive Casualty Insurance
Austin, TX
10.2021 - 05.2023
- Supervise a team of 20+ direct reports
- Provide coaching and development
- Manage attendance and TRT
- Performance Management
- Improve/ focus on overall call quality
- Review/assess/ provide feedback on calls reviewed.
- Provide a foundation during training for specialists to become operational with their permanent team.
- Continuously develop and revamp onboarding expectations and training guides
Central Response Supervisor
Progressive Casualty Insurance
Austin, Texas
03.2020 - 10.2021
- Supervise a team of 16 direct reports
- Handle Escalations
- Coach and develop direct reports for current and new roles
- Provide weekly/monthly coaching based on reps opportunities
- Provide coaching through role plays, skill drills, and call assessments.
- Drive department results by improving reps behaviors impacting results.
- Identify areas of opportunity for the site's performance within efficiency.
- Prioritize my time based on urgency of matters.
- Hold team accountable when needed for performance management.
- Monitor attendance
- Deep Dive into efficiency and accuracy behaviors.
- Create coaching plans
- Document observations/calls in Intelliead
- Facilitate meetings for direct reports and the site.
CLRU Coach
Progressive Casualty Insurance Company
Austin, TX
12.2019 - 03.2020
- Review academy represetatives calls weekly
- Create coaching plans
- Identify performance opportunities
- Provide developmental feedback
- Help representatives grow in their role
- Document coaching sessions and call reviews in Intellilead/Intellirisk
- Handle escalated calls
- Create Readiness Reviews
- Handoff academy representative to operations supervisor
- Run training presentations using Powerful
- Help facilitate First Year Experience meetings
Glass Resolution Specialist
Progressive Casualty Insurance Company
Austin, TX
06.2019 - 12.2019
- Review coverage, policy changes, and policy contract
- Review Nice calls/First notice of loss calls
- Determine coverage
- Handle customer escalations
- Resolve customer issues
- Critical thinking
- Review/assess glass damage
- Help deplete team/supervisor inventory
- Work special function projects
- Handle claim inventory
Senior Claim Adjuster
Progressive Casualty Insurance Company
Austin, TX
09.2016 - 06.2019
- Review coverage and policy contract
- Take recorded statements from all parties involved
- Determine liability
- Handle customer escalations
- Handle customer issues
- Set up repairs
- Negotiate liability with other insurance companies
- Critical thinking
- Refer claims to inbound/outbound subrogation
- Help deplete team inventory
- Mentor new team members
Customer Preservation Team
Progressive Casualty Insurance Company
Rancho Cordova, CA
11.2015 - 09.2016
- Handle customer escalations
- Save customers that want to cancel their policy
- Policy reviews
- Refer customer for homeowners/renters insurance
- Rewrite agency policies
- Bind policies on behalf of agents
- Cancel policies
- Resolve agent issues
Customer Service Representative
Progressive Casualty Insurance Company
Rancho Cordova, CA
04.2015 - 11.2015
- Resolve customer issues
- Add/Remove vehicles
- Issue policy documents
- Speak with leinholders
- Take payments
- Policy reviews
- Household view offers
- Document policy notes
General Manager/ Part Time District Manager
Taco Bell
Sacramento, CA
02.2006 - 04.2015
- Resolve customer issues/conflict management
- Resolve employee issues
- Hire/Terminate employees if needed
- Team building activities
- Ensure payroll is correct
- Train employees/ Management
- Audit store performance
- Count inventory
- Review profit and loss statements
- Resolve issues at other locations when the District Manager is out of town
- Open new Taco Bell locations from the ground up
- Make team/management schedules
- Establish clear performance goals and metrics
Education
Associate of Science - Criminal Justice
University of Phoenix
Tempe, AZ08.2016
Skills
- 20years of management experience
- 18 years of excellent customer service
- Top performer
- Youth/ Young Adult leader at church
- Excellent at conflict management
- Staff developement
- Performance improvement
- Leadership and team building
Timeline
Central Claim Supervisor
Progressive Casualty Insurance
05.2023 - Current
CRM Specialty Supervisor Onboarding- CPT
Progressive Casualty Insurance
10.2021 - 05.2023
Central Response Supervisor
Progressive Casualty Insurance
03.2020 - 10.2021
CLRU Coach
Progressive Casualty Insurance Company
12.2019 - 03.2020
Glass Resolution Specialist
Progressive Casualty Insurance Company
06.2019 - 12.2019
Senior Claim Adjuster
Progressive Casualty Insurance Company
09.2016 - 06.2019
Customer Preservation Team
Progressive Casualty Insurance Company
11.2015 - 09.2016
Customer Service Representative
Progressive Casualty Insurance Company
04.2015 - 11.2015
General Manager/ Part Time District Manager
Taco Bell
02.2006 - 04.2015
Associate of Science - Criminal Justice
University of Phoenix