Monica Daniels
Progressive Insurance
Orange City,FL
1
Certification
10
years of professional experience
Customer success professional supporting customers through account questions, issue resolution, and clear next-step guidance. Handles customer needs assessment, accurate follow-up, and multi-system documentation in a fast-paced service environment. Brings the listening, de-escalation, and problem-solving skills needed to improve retention and service quality.
Work History
Customer Service Representative
2 Years 2 Months- Handle customer inquiries weekly in a remote, high-volume environment while maintaining service quality.
- Explain policy coverage, premium changes, and billing details in customer-friendly language to support informed decisions.
- Research account information across multiple systems and maintain accurate records during each interaction.
- Use active listening and professional communication to de-escalate concerns and protect a positive customer experience.
Senior Client Advocate
7 Years 9 Months- Resolved escalated customer issues weekly through active listening, probing questions, and practical problem-solving.
- Researched customer concerns and delivered accurate account information while maintaining professionalism and client satisfaction.
- Managed multiple customer needs in a fast-paced environment, balancing accuracy, efficiency, and service quality.
- Handled routine inquiries and complaints with patience, empathy, and a solutions-focused approach.
Education
Associate of Applied Science - Administrative Office Technology
Skills
Customer success and retention focus
Customer needs assessment
Client relationship management
Renewal support
Insurance policy support
Account research & maintenance
Issue resolution & escalation handling
Policy servicing
Premium explanation
Coverage explanation
Accurate documentation
Multi-system navigation
Confidential information handling
Cross-sell support
Personal Information
Title: CUSTOMER SUCCESS | INSURANCE SUPPORT | CLIENT RELATIONSHIPS
Certification
Property & Casualty Insurance
Timeline
Customer Service Representative
Progressive Insurance
08.2024 - CurrentRead More
Senior Client Advocate
Sitel
10.2016 - 07.2024Read More
Central Carolina Technical College
Associate of Applied Science from Administrative Office Technology
Read More