Sara Shaw
Geneva,OH
Summary
Hardworking and reliable insurance verification and credit specialist, focused on going above and beyond to support the team and serve customers. Trained in state reporting, credit, marketing, resourcing, rta processing and offering top-notch customer service abilities. Dynamic and results-driven professional with extensive experience in team coaching and customer support. Proven ability to build trusting relationships, enhance team performance, and drive customer satisfaction through effective coaching, performance feedback, and ongoing support.
Overview
6
6
years of professional experience
Work History
CRM Coach
Progressive
Mayfield, OH
10.2024 - Current
- Built trusting relationships with team members through effective coaching, performance feedback, and ongoing support to enhance customer interactions and drive team success.
- Supported team members in handling customer interactions by adapting to needs, managing workflows efficiently, and providing accurate information to resolve concerns.
- Reviewed performance to identify strengths and opportunities, adjusted coaching strategies, and facilitated meetings and training to support individual and team goals.
- Mentored new coaches on best practices for call reviews and evaluations, ensuring accurate support for team members.
- Developed PowerPoint presentations for supervisors and teams to boost confidence in call handling and empower consultants in offering effective customer solutions
- Stayed current with the latest technologies and methodologies through continuous learning and application of new concepts.
- Managed LA blocks, conducted password resets while adhering to security protocols, handled resource allocation, and resolved escalations efficiently to ensure optimal operations and customer satisfaction.
IVT Specialist
Progressive Insurance
Mayfield Village, OH
01.2022 - Current
- Process RTA Forms
- Assist teammates as a loan in resource to help with state reporting and credit questions
- Provide knowledge and add SR22's to customers policies
- Handle credit, marketing, and privacy policy calls
- Handle customer complaints, provide appropriate solutions and follow-ups within time limits
- Manage time by prioritizing workload and juggling multiple tasks simultaneously
- MVP for year 2023
CR Specialist
Progressive Insurance
Mayfield Village, OH
08.2020 - 01.2022
- Calmly dealt with irate customers by offering constructive solutions in a professional manner.
- Participated in workshops and training sessions to improve personal skills and job performance.
- Worked closely with the team to meet or exceed service goals on a consistent basis.
- Referred customers to appropriate departments or personnel to swiftly resolve issues.
- Engaged with customers to understand needs, resolve issues, and answer product questions.
- Collaborated with other departments to resolve customer issues promptly.
- Followed scripts to maintain good call control.
- Served as friendly first point of contact for customer inquiries.
Education
High School Diploma -
Brilliant High School
Brilliant, ALSkills
- Effective communication
- Group leadership
- Personable and friendly
- Building relationships
Timeline
CRM Coach
Progressive
10.2024 - Current
IVT Specialist
Progressive Insurance
01.2022 - Current
CR Specialist
Progressive Insurance
08.2020 - 01.2022
High School Diploma -
Brilliant High School