Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mia Roberts

Lyndhurst,OH

Summary

Dynamic professional with extensive experience at Progressive Insurance, excelling in team development and complex problem-solving. Proven track record in employee motivation and waste reduction, driving efficiency and enhancing customer service. Adept at leveraging software tools to streamline processes and improve team performance.

Overview

21
21
years of professional experience

Work History

CRM Supervisor

Progressive Insurance
01.2023 - Current
  • Plans, directs, manages and evaluates workflow.
  • Monitors and coaches the performance of direct reports according to established monitoring standards.
  • Provides timely, accurate, specific and actionable feedback to direct reports.
  • Facilitates team meetings.
  • Handles escalated issues as needed.
  • Participates in site level initiatives with support from others.
  • Evaluate staff performance and provide coaching to address inefficiencies.

Processing Resource Specialist

Progressive Insurance
09.2020 - 12.2022
  • Provides technical support to team members by answering questions regarding work items, guidelines, processes, and policy specifics.
  • Guides processors through complex transactions
  • Provides assistance on system navigation.
  • Provides feedback to leadership regarding team members' performance.
  • Resolves escalated and/or complex customer issues.
  • Audit and coach reps during the onboarding process.
  • Facilitate team meetings.


Processing Specialist

Progressive Insurance
07.2004 - 09.2020
  • Handles transactions by processing through system and/or correspondence via mail or online systems, while meeting performance goals.
  • Uses multiple software applications to complete transactions.
  • Communicates as needed with customers and agents via phone or email.
  • Identifies and understands the customers' needs.
  • Identify and elevate process improvement ideas.
  • Audit or assist with resource or coach others as needed.

Education

Associate Of Business Administration - Human Resources Management

Cuyahoga Community College
Cleveland, OH

Skills

  • Coaching and mentoring
  • Employee development
  • Time management
  • Complex Problem-solving
  • Employee motivation
  • Processes and procedures
  • Verbal and written communication
  • Customer service

Timeline

CRM Supervisor

Progressive Insurance
01.2023 - Current

Processing Resource Specialist

Progressive Insurance
09.2020 - 12.2022

Processing Specialist

Progressive Insurance
07.2004 - 09.2020

Associate Of Business Administration - Human Resources Management

Cuyahoga Community College

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