SirTonya Mitchell
Sugar Land,TX
Summary
Dynamic insurance operations leader with progressive experience in claims handling, onboarding, and team development. Skilled in coaching, performance management, and driving operational excellence. Recognized for improving accuracy, efficiency, elevating customer experience, and serving as a trusted liaison between front-line representatives and leadership.
Overview
12
12
years of professional experience
Work History
NRZ Claims Onboarding Coach
Progressive Casualty Insurance
01.2025 - Current
- Lead onboarding and training for new claims representatives.
- Conduct real-time quality audits and provide performance coaching.
- SME for coverage, liability, and claim handling procedures.
- Partner with leadership on identifying training gaps and process improvements.
- Monitor claim cycle times, quality, and adherence to procedures, reinforcing performance expectations and best practices.
- Research various claim issues, identify root causes, and provide clear direction to resolve file issues.
- Conduct side-by-side coaching and document feedback to improve accuracy, efficiency, and customer experience.
Senior Central Claims Representative – CCU
Progressive Casualty Insurance
12.2022 - 12.2024
- Utilize discretion and independent judgment to investigate claims, determine policy coverage, and assess Progressive’s liability.
- Accurately calculate and approve claim settlements while ensuring compliance with state licensing requirements
- Delivered peer mentoring and side-by-side coaching to elevate performance.
- Selected for enterprise rotation supporting cross-functional initiatives.
- DRG Assist
- Served as an escalation and workflow support resource for claims representatives enterprise wide.
- Ensured adherence to claim handling procedures, documentation standards, and cycle-time expectations.
- Partnered with leadership and SMEs to streamline processes and reduce task backlog.
- Recognized for responsiveness, critical thinking, and the ability to simplify complex claim scenarios for frontline reps.
- Supervisor Assist (Leadership Support Rotation)
- Served as an extension of leadership by supporting daily team operations, acting as a point of contact for escalations, workflow questions, and process clarification.
- Identified trends in knowledge gaps and partnered with leadership and training to implement targeted coaching or process improvements.
Central Loss Reporting Unit Representative
Progressive
08.2021 - 12.2022
- Acted as the initial point of contact for accident claims, providing empathetic, solutions-focused service.
- - Guided callers through claim setup, rental, and towing coordination, while setting expectations for the claims process.
- - Delivered excellent customer support during critical moments.
Lead Guide
Assurance
11.2018 - 06.2020
- Led customer onboarding and insurance product matching, ensuring compliance with Medicare regulations.
- Built trust-based relationships through tailored communication and needs-based assessments.
- Provided coaching to peers and helped improve call quality metrics across the team.
Lead Teller
ACE Cash Express
04.2014 - 06.2016
- Oversaw daily operations at multiple locations, including staff scheduling, cash handling, and customer support.
- - Trained and supervised a team of 5–6 employees, ensuring procedural accuracy and customer satisfaction.
- - Performed end-of-day bank deposits and managed risk mitigation practices.
Education
Bachelor of Science - Healthcare Management
Western Governors University
01.2026
GED - undefined
Houston Community College
05.2002
Skills
- Team Leadership & Coaching
- Onboarding & Training
- Claims Handling & Investigations (Coverage, Liability, Rental, Repairs)
- Escalation Management
- Process Improvement & Workflow Optimization
- Data Analysis & Reporting
- Cross-Functional Collaboration
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Claims Systems: PD Suite, ClaimPro, IntelliRisks, IntelliLead, Microsoft Teams
Accomplishments
Elected ‘Efficiency Ninja’ (2025) by peers in Coaching class for excellence in efficiency and process optimization.
Timeline
NRZ Claims Onboarding Coach
Progressive Casualty Insurance
01.2025 - Current
Senior Central Claims Representative – CCU
Progressive Casualty Insurance
12.2022 - 12.2024
Central Loss Reporting Unit Representative
Progressive
08.2021 - 12.2022
Lead Guide
Assurance
11.2018 - 06.2020
Lead Teller
ACE Cash Express
04.2014 - 06.2016
GED - undefined
Houston Community College
Bachelor of Science - Healthcare Management
Western Governors University