Nasha Francois

• Identifying the customers motive for calling and understand the customers insurance needs.

• Sharing my expertise as well as pertinent information to ensure appropriate insurance coverage.

• Advocates Progressive's products and services through benefits selling.

• Asks for the customer's business as well as overcoming objections.

• Cross sells and advocates Progressive's products and services.

• Utilizes different approaches to ask for and close the sale.

• Assist consumers who started a quote online via internet or mobile device.

• Remain flexible in order to better meet the customers needs.

• Provide first contact technical support for internet customers and business partners via the phone, email, and chat.

• Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.

• To use knowledge base and ticketing systems such as ServiceNow to troubleshoot, resolve, document, and/or research incidents.

• Following up with customers issues to insure they are resolved and satisfied.

• Escalating: Forward complex issues to the appropriate team or department.

•Supervised employees through planning, assignments, and direction.

•Trained employees on duties, policies and procedures.

•Evaluated current staff members' performance levels in order to determine training needs or staffing changes if required.

•Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.

•Provided excellent customer service by responding to inquiries in a timely manner.

•Responded to emergency situations such as fires or floods quickly and efficiently.

•Developed marketing campaigns in order to promote the business and increase occupancy rates at the facility.

•Maintained accurate records of tenant information such as payment history, contact details.

• Optimized sales strategies based on weekly, monthly and quarterly progress against annual objectives.

• Kept retail operations within budget limitations, carefully planning store activities, tracking expenses and streamlining processes.

• Executed promotions, coordinating teams and merchandise to create attractive, successful displays.

• Ensuring completion of Day One Onboarding process for new hires.

• Training and assisting in the development of new employees using Extra Space University.

• Providing on-going training and mentoring of new policies and procedures as well as follow-up skill retraining as directed by the District Manager.

•Oversaw staffing needs within the district in order to ensure adequate coverage at all times.

•Directed and supervised team of 15 employees in daily operations.

•Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.