Stefanie Encina
Colorado Springs
Summary
Driven professional with strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework.
Overview
13
13
years of professional experience
2010
2010
years of post-secondary education
Work History
CL CAS Resolution Specialist DOI
Progressive
Colorado Springs
12.2024 - Current
- Provide a customer experience that supports our brand by delivering on our service strategies for our small business owners and agents.
- Positively interact with both internal and external customers by completing all assigned work, accurately and being respectful of everyone’s time. Knowing when to utilize my resources and tools as well as technology necessary to complete all work and implement any changed rollouts and stay up-to-date on procedural news and changes.
- Respond accurately, and professionally to all department of insurance inquiries, executive complaints and bankruptcy complaints as well as BBB complaints. Also collaborating with other departments when necessary to ensure I’m completing my response correctly rather written or verbal.
- Effectively balancing work and off-line activities to ensure all efficiency standards are being met.
- Using correct judgment when prioritizing work as I’m given multiple work items with different due dates.
- Ensuring I’m using my progressive voice when completing written communication, to my internal and external customers.
Supervisor- CL Customer Care Processing
Progressive
Colorado Springs
12.2021 - 12.2024
- Led a team of customer care representatives to enhance service and processing efficiency, consistently improving customer satisfaction ratings.
- Monitored key performance indicators to assess team performance, implementing corrective actions that enhanced service delivery outcomes.
- Analyzed feedback to identify trends, facilitating targeted improvements in service processes and boosting retention rates.
- Coordinated cross-functional initiatives to promote collaboration, leading to improved communication and problem resolution within the team.
- Mentored new supervisors, fostering their professional development and contributing to a culture of continuous improvement in leading our Processing teams.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Lead a Processing speciality team for Filings from June 2023 through December 2024.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Collaborated with other departments to coordinate workflow processes between teams.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
Coach- CL Customer Care
Progressive Casuality Insurance
Colorado Springs
09.2020 - 12.2021
- Document calles/ CEMs, coaching sessions and feedback in LWB
- Coach different levels of speciallist from academy new hires, tenured, supervisor leadership new to Commercial Auto and SRT.
- Provide exceptional customer service to resolve escalation call backs from SRT Leadership when going above PSL.
- Schedule out coaching sessions and weekly meetings. Also weekly check-in's with mentee when mentoring.
- Mentor new coaches
- Prepare and complete new hire assessments
- Complete my assigned SRT Coach task that change weekly, as well as assist with others.
- Time management to ensure all my tasks, meetings and documentation is completed within a timely manne.
CL Cust Care Resolution Specialist
Progressive Casuality Insurance
Colorado Springs
01.2016 - 09.2020
- Representative assistant on internal and external phone calls
- Provide my active listening skill to assist my callers and generate options
- Coach and provide feedback when needed
- Provide exceptional customer service to resolve escalation calls
- Make leadership accommodation on behalf of Progressive
- Schedule my own coaching sessions, weekly meetings with my mentee, workshops and peer coaching
- Document my calls in THL and document my peer coaching in OneNote
- Maintain safe, fun working environment by creating and leading team games and assisting in whiteboard
CL Cust Care Resolution Specialist- Internship
Progressive Casuality Insurance
Colorado Springs
03.2015 - 01.2016
- Representative assistant on internal and external phone calls up to 50% of scheduled shift
- Provided active listening skills to assist my callers and generate options
- Coach and provide feedback when needed
- Resolve escalation calls
Commercial Lines Customer Care
Progressive Casuality Insurance
Colorado Springs
10.2012 - 01.2016
- Serviced commercial auto policies for external and internal customers
- Follow guiding principles when demonstrating problem-solving skills
- Strong navigational skills
- Active listening to complete transactions accurately
Education
Centennial High School
Pueblo, COSkills
- Customer Service
- Problem Solving
- Active Listening
- Coaching
- Mentoring
- Time Management
- Multi-tasking
- Escalation Call Handling
- Navigational Skills
- Customer experience
- Service strategies
- Complaint resolution
- Cross-functional collaboration
- Process improvement
- Team leadership
- Mentorship and coaching
- Communication skills
- Time management
- Active listening
- Problem resolution
- Documentation management
- Work prioritization
Timeline
CL CAS Resolution Specialist DOI
Progressive
12.2024 - Current
Supervisor- CL Customer Care Processing
Progressive
12.2021 - 12.2024
Coach- CL Customer Care
Progressive Casuality Insurance
09.2020 - 12.2021
CL Cust Care Resolution Specialist
Progressive Casuality Insurance
01.2016 - 09.2020
CL Cust Care Resolution Specialist- Internship
Progressive Casuality Insurance
03.2015 - 01.2016
Commercial Lines Customer Care
Progressive Casuality Insurance
10.2012 - 01.2016
Centennial High School