Summary
Overview
Work History
Education
Skills
Timeline
Generic

PHILIP JETT

Brandon,United States

Summary

Dynamic CRM Contact Center Supervisor at Progressive Insurance with a proven track record in enhancing team performance through targeted coaching and technical expertise. Skilled in data analysis and verbal communication, I successfully improved KPIs and fostered a culture of continuous development, driving exceptional customer service outcomes. Class A CDL licensed.

Overview

34
34
years of professional experience

Work History

CRM Contact Center Supervisor

Progressive Insurance
Riverview, FL
05.2015 - Current
  • Provided technical support and skill development to team members.
  • Monitored KPIs and provided feedback on performance of CRM campaigns.
  • Provided performance feedback and coaching to team members.
  • Provided technical expertise and onboarding assistance to new customer service representatives.
  • Managed daily work flow processes.
  • Perform quality audits of team members.
  • Assisted Managers, Supervisors, and trainers with identifying training opportunities, implementing new processes and procedures, and developing team members.
  • Organized and facilitated calibrations, team meetings, focus sessions, quality workshops, which required excellent leadership skills, verbal and written communication skills, and project management skills.
  • Supervise the activities and assist in the day-to-day operations of a contact center.
  • Develop and evaluate a team of phone representatives.
  • Provided feedback to managers and trainers regarding team members' performance.
  • Achieved Supervisor of Distinction for 2023

CRM Coach

Progressive Insurance
Riverview, FL
12.2004 - 05.2015
  • Lead of the Coach Quality Committee.
  • Member of the Coach Scheduling Committee.
  • Answered questions regarding phone etiquette, coverages, applications, endorsements, cancellations, renewals, correspondence, reports, and Progressive systems.
  • Provided technical expertise and onboarding assistance to new customer service and/or sales representatives.
  • Provided targeted coaching assistance to Alumni team members.
  • Managed daily work flow and processes.
  • Assisted supervisors and managers with identifying training opportunities, implementing new processes and procedures, and developing team members.
  • Met with supervisors and managers for feedback regarding phone etiquette, technical efficacy, and/or performance reviews.
  • Resolved escalated and/or complex customer issues.
  • Assists with answering phones.

CRM Blended Consultant

Progressive Insurance
Riverview, FL
11.2001 - 12.2004
  • Handled inbound call center sales calls from existing and prospective customers.
  • Identified customers' insurance needs, solved problems, educated and answered questions from customers regarding coverage, rates, billing issues and general policy reviews.
  • Recommended tailored packages of coverage, sold the benefits of becoming a Progressive customer and closed the sale
  • Stayed current on products, services and procedures.
  • Was able to work variable and flexible hours, such as nights, weekends, and holidays in response to business needs.
  • Used software applications to track, gather information, and answer inquiries.
  • Handled inquiries or transactions for single or multiple lines of business.
  • Provided technical support and skill development to peers; mentored peers.

Central Data Control Specialist

Citifinancial Mortgage Company
Tampa, FL
07.2000 - 04.2001
  • Organized work groups to make sure files were documented and coded for security and efficient file recall when needed.
  • Responsible for organizing, filing, and data entry of consumer loan packages.
  • Organized forms, made photocopies, filed records and prepared correspondence and reports.

Loan Officer

Mortgage Investors Corporation
St Petersburg
11.1999 - 06.2000
  • Submitted loan applications to the underwriter for verification and recommendations.
  • Successfully closed an average of 12 loans per month.
  • Reviewed and edited loan agreements to ensure accuracy.
  • Maintained strict confidentiality of bank records and client information.
  • Maintained friendly and professional customer interactions.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Recommended loan approvals and denials based on customer loan application reviews.

Territory Account Manager/Merchandiser

Coca Cola Bottling Company
04.1994 - 11.1999
  • Responsible for all work associated with ordering, delivering and merchandising products and servicing customers at new or assigned accounts, replenishing retail account inventory, collecting payment (or invoicing) and developing excellent customer relationships.
  • Placed stock in coolers or on shelves in order to ensure maximum inventory availability for customer sales and consistent selection of choice for consumers.
  • Maintained accurate build-to's/pars by SKU by account on route.
  • Reconciled daily paperwork, which can include money and invoices; turned in records in order to ensure accurate financial tracking of delivery activities.
  • Completed or maintained route book and other related documentation in order to provide management with product and accounts sales data.
  • Maintained accurate inventory of all Coca Cola products.
  • Inputted all necessary information into hand-held computer for each account and returned all beverage losses to the node to reconcile inventory at the end of the day.
  • Submitted inventory numbers by established deadlines.
  • Operated route delivery vehicle responsibly in order to meet route and safety requirements.
  • Followed product rotation and schematic guidelines in order to meet quality assurance goals and ensured customer satisfaction.
  • Managed a group of route delivery drivers, monitoring and coordinating delivery and merchandising of products to accounts in the respective territory.

Stock Sales Clerk

Wal-Mart
Bloomingdale, FL
09.1992 - 12.1993
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Organized store merchandise racks by size, style and color.
  • Created visual marketing and styled window displays.
  • Assembled promotional displays, including quarter and full-size point of purchase displays.
  • Conferred with store managers to obtain information about customer needs and preferences.
  • Operated a cash register for cash, check and credit card transactions with 98% accuracy.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Identified potential shoplifters and alerted management.
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.

Sales Associate

Trans World Music Corp
Huntsville, AL
10.1991 - 07.1992
  • Trained and served as a peer coach for new sales associates.
  • Completed stock orders and managed inventory levels.
  • Tracked and recapped key item performance.
  • Pinpointed incremental sales for sales representatives to pursue.
  • Responsible for the maintenance and stocking of shelves in a retail music store environment.

Education

Pre-Medical Science

Oakwood University
Huntsville, AL, United States
01.1990

High School Diploma -

Grace Christian School
Valrico, FL
01.1988

Skills

  • Word
  • Excel
  • Computer proficiency
  • Verbal communication
  • Written communication
  • Time management
  • Motivational speaking
  • Class A CDL license

Timeline

CRM Contact Center Supervisor

Progressive Insurance
05.2015 - Current

CRM Coach

Progressive Insurance
12.2004 - 05.2015

CRM Blended Consultant

Progressive Insurance
11.2001 - 12.2004

Central Data Control Specialist

Citifinancial Mortgage Company
07.2000 - 04.2001

Loan Officer

Mortgage Investors Corporation
11.1999 - 06.2000

Territory Account Manager/Merchandiser

Coca Cola Bottling Company
04.1994 - 11.1999

Stock Sales Clerk

Wal-Mart
09.1992 - 12.1993

Sales Associate

Trans World Music Corp
10.1991 - 07.1992

Pre-Medical Science

Oakwood University

High School Diploma -

Grace Christian School

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PHILIP JETT