TRACI LILLEY
PROGRESSIVE INSURANCE
Madison,Ohio
34
years of professional experience
Coordinate customer and guest service across phone, email, live chat, and in-person channels.,Handle questions, concerns, policy updates, and billing requests while reviewing interactions and sharing constructive feedback.,Apply hotel front-desk experience to deliver professional service, stay organized, and work independently with confidence.
Work History
Customer Service / Auditing / Email & Chat Support
29 Years 9 Months- Provided customer and agent support by phone, email, and live chat, answering questions and resolving service issues accurately and efficiently.
- Served as a customer service representative through August 2020, handling policy and billing questions, account needs, and customer concerns.
- Processed policy changes and state-required forms while maintaining accuracy and attention to detail.
- Reviewed customer service calls as an auditor and provided constructive feedback focused on service quality, accuracy, and communication.
- Supported customers and agents with policy processing and billing-related needs while maintaining a professional and helpful approach.
- Managed a high volume of interactions and competing priorities while maintaining service quality, organization, and attention to deadlines.
Front Desk Representative
2 Years- Welcomed hotel guests and provided friendly, professional front-desk service throughout their stay.
- Assisted guests with questions, requests, reservations, check-in and check-out, and service concerns.
- Resolved guest issues promptly and professionally while helping create a positive hospitality experience.
- Managed multiple guest needs in a busy environment while maintaining accuracy, organization, and courteous communication.
Bank Teller
4 Years- Provided direct customer service and assisted customers with routine banking transactions and account-related needs.
- Handled financial transactions accurately while maintaining professionalism, confidentiality, and attention to detail.
- Answered customer questions and helped resolve routine service concerns in a fast-paced banking environment.
Education
- Coursework
- No degree
High School Diploma
Skills
Customer service operations ran smoothly through support for guest services and client relations.
Customer account inquiries were resolved through timely support tasks.
Phone
email
and live chat inquiries were answered promptly.
Customer concerns were addressed through effective issue resolution.
Written and verbal communication remained clear across interactions.
Quality reviews and call monitoring supported service standards.
Customer feedback was collected and used to provide coaching support.
Policies and account paperwork were processed with accuracy.
Billing questions and payment support were handled effectively.
Accuracy and attention to detail were maintained across all tasks.
Multiple priorities were managed while deadlines were met.
Microsoft Word
Outlook
and Teams supported daily workflow.
Documents and correspondence were prepared in Microsoft Word.
Email and scheduling were organized in Microsoft Outlook.
Team communication was supported through Microsoft Teams.
Email communication remained professional.
Live chat communication with customers stayed responsive and clear.
Timeline
Front Desk Representative
HOLIDAY INN
01.2021 - 01.2023Read More
Customer Service / Auditing / Email & Chat Support
PROGRESSIVE INSURANCE
01.1997 - CurrentRead More
Bank Teller
OHIO SAVINGS BANK
01.1993 - 01.1997Read More
Canfield High School
High School Diploma
Read More
Cleveland State University
Read More