Dedicated Client Preservation Professional with extensive expertise in customer retention, sales, and service excellence. Proven track record of exceeding performance metrics, earning multiple MVP awards, and maintaining exceptional customer satisfaction ratings. Skilled in de-escalation, policy management, and building lasting customer relationships across diverse industries.
Professional Experience
Customer Preservation Team
Progressive Casualty Insurance | Cleveland, OH
- Retained customers by providing comprehensive policy servicing, managing escalated calls, and supporting agencies with inquiries
- Excelled as a senior licensed professional specializing in customer retention, demonstrating expertise in de-escalation and problem-solving to prevent cancellations
- Recognized as a top performer in retention metrics, receiving numerous accolades:
- MVP Award (2021-2022, 2023-2024)
- Rising Star, Elite, and Top Performer awards on a monthly basis
- 2nd Place in company-wide “SAVE” competition
- Consistently received positive feedback and commendations from customers for exceptional support and dedication to resolving issues
Blended Support Team
Progressive Casualty Insurance | Cleveland, OH
- Expanded responsibilities to include sales alongside policy servicing and general customer support
- Played a key role in the success of the Blended Support Team, recognized for consistently exceeding service and sales targets
- Earned frequent commendations from customers and supervisors for delivering exceptional service and achieving high performance
Customer Service Representative
Progressive Casualty Insurance | Cleveland, OH
- Delivered high-quality customer service by servicing policies, processing payments, and addressing inquiries related to billing and general policy information
- Consistently achieved top customer satisfaction ratings through effective problem resolution, proactive communication, and a customer-first approach
- Received numerous customer commendations for outstanding service and professionalism
Customer Acquisition Specialist
Neutron Industries | Mayfield Heights, OH
- Effectively communicated with clients to understand their needs and provide solutions related to the company’s product lineup
- Consistently exceeded sales objectives, demonstrating a strong ability to build relationships and close deals in a competitive environment
Owner
Rolston’s Deli | Shaker Heights, OH
- Managed all aspects of deli operations, including food preparation, finances, employee management, and customer relations
- Demonstrated strong multitasking, problem-solving, and leadership skills to ensure the success and growth of the business
Franchise Owner/President
7-Eleven Convenience Store | South Euclid, OH
- Managed inventory, staffing, and operations for a 24-hour store, ensuring efficient and smooth business processes
- Quickly resolved internal issues and maintained high levels of customer satisfaction
Customer Service Representative
National City Bank | Cleveland, OH
- Excelled in customer communication, consistently exceeding sales targets by 200% on a monthly basis
- Received multiple awards, including #1 for credit card sales in the North Coast region, due to exceptional sales performance and customer service skills
Awards & Recognition
MVP Award
2021-2022, 2023-2024
Top Performer
Monthly Recognition at Progressive
2nd Place
Progressive’s “SAVE” Competition
Rising Star & Elite
Progressive Excellence Awards
#1 Credit Card Sales
North Coast Region – National City Bank
Customer Commendations
Numerous recognitions for outstanding service
Core Skills
- Customer Retention and Sales Expertise
- Policy Servicing and Support
- Strong Interpersonal and Communication Skills
- Conflict Resolution and De-escalation
- Team Leadership and Collaboration
- Data Analysis
- Proficiency in Microsoft Office Suite
Education
Bachelor of Science in Biology
Kanpur University | Kanpur, India
1993
Personal Achievement
Successfully balanced demanding professional goals while undergoing breast cancer treatment in 2022, demonstrating resilience, dedication, and a commitment to excellence.