Terivela Lewis
Maple Heights,OH
Summary
Dynamic professional with a rich background at Progressive Insurance Companies, excelling in roles from Trainer to Sales Consultant. Expert in course development and student engagement, I've significantly enhanced learning experiences and sales outcomes through innovative strategies and critical thinking. Demonstrated success in program management and conflict resolution, achieving top performance in competitive environments.
Overview
8
8
years of professional experience
Work History
Trainer
Progressive Insurance Companies
04.2021 - Current
- Prepare and actively facilitate trainings while creating an engaging and comprehensive learning environment.
- Use practical experience and technical knowledge to make learning applicable, adjust to all levels of knowledge, experience, and learning styles using multiple delivery methods.
Monitor and report progress of participants during training period and refer potential disciplinary situations to leadership. - Collaborate with leadership to provide reviews, and feedback on new and existing training materials as well as attend train-the-trainer sessions of new materials.
- Participate in ongoing learning experiences to maintain current, up to date and relevant skills.
Customer Care Resolution Specialist,
Progressive Insurance Companies
08.2019 - 04.2021
- Guides Customer Service Reps/Sales Reps through technically complex calls and difficult/challenging customer calls.
- Participates in customized coaching plans to improve performance and achieve one-call resolution.
- Independently handles the most complex problems and diffuses the most challenging and sensitive escalated calls.
Customer Service Specialist
Progressive Insurance Companies
06.2018 - 08.2019
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Met all customer call guidelines including service levels, handle time and productivity.
- Provided onboarding assistance and guidance to other customer service representatives to meet goals while growing opportunities.
Team Leader Manager
Target
03.2017 - 06.2018
- Led employee relations through effective communication, coaching, training, and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
Sales Consultant
Progressive Insurance Companies
09.2016 - 03.2017
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Stayed knowledgeable on latest products innovations and technological advancements through continuous training.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
Education
High School Diploma -
Health Careers Center High School
Cleveland, OH05-2008
Skills
- Course Development
- Program Management
- Classroom oversight
- Student Engagement
- Complaint resolution
- Documentation
- Technical Support
- Conflict Resolution
- Critical Thinking
Timeline
Trainer
Progressive Insurance Companies
04.2021 - Current
Customer Care Resolution Specialist,
Progressive Insurance Companies
08.2019 - 04.2021
Customer Service Specialist
Progressive Insurance Companies
06.2018 - 08.2019
Team Leader Manager
Target
03.2017 - 06.2018
Sales Consultant
Progressive Insurance Companies
09.2016 - 03.2017
High School Diploma -
Health Careers Center High School
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