Orion Corley

Assisted customers with their questions and needs with courtesy and professionalism.

Utilized active listening and product knowledge to handle customer concerns quickly and with a high frequency of First-Call Resolution.

Provided customers with an increased understanding of and comfort with complex and often intimidating information in the insurance space.

Answered calls in a constant flow with short, automated times of 5 seconds between most calls.

Updated account information, utilizing probing questions when appropriate, to insure up-to-date and accurate customer records.

Navigated a large and complex database of company and industry guidelines, utilizing reading comprehension and attention to detail, to best assist and inform customers.

Accurately transferred customers to other departments when necessary as well as escalating major issues to supervisors when appropriate.

Assisted customers with 6 different product types (Auto, Motorcycle/ATV, Boat, Motorhome, Travel Trailers, and Snowmobiles) each with their own unique needs, laws, and internal company requirements and guidelines.

Provided assistance to clientele insured in all 50 U.S. States, each with their own laws, regulations, terminologies, and documentation requirements.

Aided customers in navigating and utilizing the company website and app; including creating accounts, modifying account information and coverages, filling out online documentation, and locating specific information and documents.

Provided assistance with understanding and filling out legal documentation for customer policies.

Handled all billing needs including making payments, setting up and modifying bill plans (both automatic and manually paid), as well as addressing overpayments and other billing discrepancies, and educating customers on billing requirements and expectations.

Utilized proprietary company software to fulfill tasks on every call.

Engaged with colleagues using Microsoft Teams and Outlook as well as other software for call reviews and coaching.

Used Google for internet searches to locate additional information during calls when appropriate.

Exhibited empathy and positive energy and verbiage to develop a rapport with customers to better assist them.

Frequently de-escalated calls that started at a high state of agitation, only transferring to a supervisor when necessary.

Focused on meeting customer needs, educating them on their coverages and options, and insuring an understanding of expectations moving forward in a variety of areas that are commonly challenging such as state/federal legal requirements, cancellation procedures, and documentation submission.

Scheduled and completed follow-ups for customer needs when necessary.

Handled and insured the safety of legally protected customer information and proprietary company information using a high-speed internet connection, VPN software, and Virtual Desktop software.

Temporary employment service leading to a full-time position wit Progressive Insurance.

Underwent 7, 40 hour weeks of training to prepare to for calls for Progressive Insurance.

The remaining time with Innosource was spent with on-the-job training taking calls for Progressive Insurance learning to utilize the same skills I would use when I became an employee in full standing with that company.

Trained newly hired delivery drivers on company policies and best practices.

Coordinated with drivers to make timely deliveries, assist in-store customers, take phone orders, and maintain a clean work environment.

Coordinated closing procedures to insure efficient and complete shutdown of the work environment as well as preparing it for the morning shift.

Operated independently and collaboratively in a team environment.

Acted as the final stage of quality control to insure orders were delivered complete and met company standards for both my own deliveries and those of other drivers.

Assisted in-store customers in making order choices and completing transactions using a computerized cash register.

Answered calls to provide customers with information, assist in making choices, and completing orders.

Drove safely and efficiently in various, sometimes severe, weather and road conditions to avoid accidents and insure timely delivery.

Maintained a clean and professional appearance for both myself and my vehicle.

Worked diligently to maintain a clean and pleasant in-store environment for both customers and staff.

Proactively worked to wash dishes and keep supplies stocked throughout the shift to insure both in-store crew and drivers were best able to complete their tasks as well as minimizing work required during closing.

Efficiently completed closing procedures by washing dishes, cleaning all surfaces, and prepping the work environment for the morning shift.

Trained newly hired delivery drivers on company policies and best practices.

Remained available to assist drivers with issues that may arise during a delivery including but not limited to address discrepancies, confusing orders, and disputes with restaurants.

Met with drivers at the end of shifts to collect all cash payments from orders from the day in order to make bank deposits.

Utilized software to receive and complete delivery orders.

Personally carried out shopping for customers at grocery stores, department stores, and any other establishment.

Completed pickup for delivery orders from restaurants and, when necessary, made those orders in person.

When making in-person orders I coordinated with customers when required to make changes based on product availability.