Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Melissa Burgess

Mulberry,AR

Summary

Dynamic leader with a proven track record at Progressive, adept in customer service and team collaboration. Excelled in enhancing performance metrics and employee training, significantly improving client satisfaction and operational efficiency. Skilled in problem-solving and leadership, fostering strong relationships and driving results through strategic planning and conflict resolution.

Overview

22
22
years of professional experience
1
1
Certification

Work History

PAA Auto Agent

Progressive
Mayfield Village, OH
11.2023 - Current
  • Sales calls for multiple carriers offering AQX experience to customers as a licensed agent.
  • Attend regular huddles and meetings to go over proper processes and procedures
  • Work with the team to help apply tips and tricks for better outcomes with customer calls
  • Applying customer service knowledge and practices to provide the best customer experience possible
  • Sales agent for USAA specialty lines through Progressive February 2024- October 2024
  • Worked on Celebrations committee to recognize employees for accomplishments and achievement
  • Fascilitated and helped create Gallup committee to maximize surveys and feedback amongst teammates
  • Worked on Quality committee to review processes and procedures for call processes and guidelines to the team
  • Peer coaching with teammates to help with tips and tricks on how to better manage calls and processes

Coach/Supervisor

Foundever
Fort Smith, AR
03.2021 - 09.2023
  • Established clear benchmarks for performance and monitored individual and team progress By setting SMART goals and coachings
  • Mentored and encouraged agents to develop strong work ethic by being positive role model and regularly practicing skills.
  • Organized and led team meetings to set goals, discuss strategies, and review performance.
  • Established appropriate disciplinary actions when necessary according to established policies.
  • Delivered corrective actions when necessary implementing STAR training
  • Worked as a mentor (coach) with onboarding to coach and guide new hires on processes and procedures for call handling and maintaining metric performance
  • Helped with system issues and screen set up
  • Managed attendance and absences
  • Created PowerPoint presentations for meetings and coachings
  • Worked in Resolution/Assist taking escalated customer calls for complex situations and provided assistance to agents on phones by using guidelines and resources
  • Customer Service Licensed agent handling policy changes and cancellations, reinstatements

Owner

Melissa Burgess Cleaning Svcs
Fort Smith, AR
12.2002 - 01.2021
  • Residential and Commercial Cleaning Services
  • Analyzed market trends to identify new business opportunities.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Delegated work to staff, setting priorities and goals.
  • Oversaw project execution, phase progress, workmanship, and team performance to drive on-time completion of deliverables.
  • Maintained relationships with existing clients by providing superior customer service.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Developed strategic plans to increase profitability and efficiency
  • Set pricing structures according to market analytics and emerging trends.

Education

High School Diploma -

Southside High
Fort Smith, AR
05-1989

Skills

  • Customer service
  • Team collaboration
  • Performance metrics
  • Employee training
  • Problem solving
  • Conflict resolution
  • Leadership skills
  • Time management

Certification

  • Personal lines insurance license
  • Certified Coach with Foundever completing SMART, STAR, and SKEP training
  • Some Six Sigma White Belt training

Timeline

PAA Auto Agent

Progressive
11.2023 - Current

Coach/Supervisor

Foundever
03.2021 - 09.2023

Owner

Melissa Burgess Cleaning Svcs
12.2002 - 01.2021

High School Diploma -

Southside High

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Melissa Burgess