Summary
Overview
Work History
Education
Skills
Timeline
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Wesly Lahens

Winter Haven,United States

Summary

I am a dedicated professional with a passion for continuous learning and exceptional communication skills. Ready to contribute effectively within a team environment, showcasing punctuality and a positive attitude.. Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly.

Overview

2
2
years of professional experience

Work History

Customer Consultant

Progressive
05.2024 - Current
  • Identifies the customer's motive for calling and understands the customer's insurance needs
  • Handles inquiries and transactions for single or multiple lines of business and states
  • Demonstrate proficiency in the following tasks by successfully meeting progress goals
  • Adds and deletes vehicles, drivers, and coverage from existing policies
  • Process cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings in Progressive systems
  • Advocates for and educates on Progressive's products and services
  • Uses software applications to track, gather information, and answer inquiries
  • Stays current on products, services, and procedures
  • Deliver exceptional customer service at Progressive, resolving complex inquiries and enhancing client satisfaction through personalized solutions

Contact Center Associate

Allstate
04.2023 - 05.2024
  • Respond to inbound calls from customers regarding their life insurance policies
  • Typical inquiries include questions regarding policy billing, credit card payments, how policies work, policy changes, values, withdrawals, loans, surrenders, etc
  • Associates must be able to de-escalate callers, empathize, and have exceptional communication skills
  • Create work requests for our processing partners
  • Managed high-volume inbound calls, resolving complex life insurance inquiries
  • Streamlined processes, enhancing first-call resolution rates and customer satisfaction
  • Provided empathetic support for policy-related concerns—developed expertise in de-escalation techniques, fostering positive customer relationships

Education

Bachelor of Science - Psychology

Kennesaw State university
Kennesaw, GA
05.2024

Associate's - General Studies

Georgia Highlands College
Dallas, GA
07.2017

Skills

  • Data analysis
  • Time Management
  • Critical thinking
  • Adaptability
  • Customer service
  • Problem-solving
  • Microsoft Proficient
  • SQL Proficient
  • Organization Skills
  • Tracking and documentation

Timeline

Customer Consultant

Progressive
05.2024 - Current

Contact Center Associate

Allstate
04.2023 - 05.2024

Bachelor of Science - Psychology

Kennesaw State university

Associate's - General Studies

Georgia Highlands College

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Wesly Lahens