Michael Flores

• Ranked #2 out of all agents Year-to-Date, successfully managing 1,267+ customer interactions with consistent excellence in Quality Assurance, CPAH, and customer engagement metrics.
• Selected as Quality Champion for initiating and distributing performance-enhancing tips, resulting in measurable improvements across departmental KPIs.
• Delivered peer coaching in real-time, helping team members improve issue resolution efficiency and reduce average handling times.
• First agent in Dallas to achieve a perfect 5/5 performance score across all major KPIs, including customer interaction quality, call resolution, and service time.

• Awarded Top Overall Performer – Q2, as well as top ranks in both Quality and Productivity in consecutive quarters.
• Facilitated regular peer-training sessions and roleplays, driving a 15% improvement in department-wide quality scores.
• Provided rapid, accurate dispatch coordination during high-pressure calls, effectively reducing callback rates and increasing customer satisfaction.

• Managed service for 40+ customers daily, building rapport, identifying needs, and driving product awareness and retention.
• Delivered custom coverage recommendations and accurate rate quotes, aligning with long-term customer goals and compliance standards.
• Achieved 100% post-training survey score, underscoring immediate effectiveness and commitment to service excellence.
• Acted as an escalation liaison between customers and various GEICO departments, ensuring timely resolutions to complex issues.

• Assisted over 60 customers daily, demonstrating strong product knowledge, empathetic communication, and adherence to regulatory guidelines.
• Utilized active listening and problem-solving techniques to deliver tailored solutions and maintain a high standard of customer retention.
• Adapted quickly to a fast-paced, high-volume environment while maintaining compliance and quality assurance standards.