1. Nicholas W Angus
Cell Number: (330) 523-0491 Email: n_angus@outlook.com
Work History
Progressive Insurance Mayfield Village, Ohio Aug 2001 - Sept 2014
Supervisor
• Trained, developed and monitored customer service team members to ensure that there was continual
improvement of customer service skills and operational metrics were made a priority and feedback
implemented by representatives.
• Demonstrated willingness to support the needs of the business by altering schedule as needed.
• Tracked, analyzed, determined trends, developed assessments and created reports concerning
organizational goals and processes.
• Conducted individual coaching for representatives in advanced soft skills to aid in resolving conflicts
during escalated customer interactions.
• Provided leadership by demonstrating technical expertise and leading by example.
• Utilized outstanding written skills to communicate directly with customers via email, social media and
instant message.
• Identified and researched positive resolutions to escalated customer situations.
• Delivered energetic and goal oriented development feedback, in a supportive and interactive manner.
• Scheduled and tracked Property and Casualty Insurance License tutoring for over 30 representatives that
had been unsuccessful in passing their initial exams. For the 2nd exam, pass rate was 67%. 3rd and final
exam attempt, over 83% of the representatives had passed and were licensed.
• Demonstrated excellent decision making skills and prioritization of complex project management tasks and
deadlines.
Training, Skills, Licenses and Achievements
• Licensed in Property and Casualty Insurance
• Licensed in Life and Health Insurance
• Active member of ASQ (American Society for Quality)
• Achieved Top Performer awards in sales and service teams 6 quarters in a row
• Trained and skilled in advanced MS Excel charting, analysis and functions, including Visual Basic for
Applications
• Certified in “Getting Things Done”
• Trained in “Writing for Action”, “Presenting for Action” and “Essential Facilitation”
• Lean Six Sigma White Belt Certified
• Proficient in basic SQL functions and negotiation for non-financial managers
• Familiar with both PC and Mac operating systems
• MS Office 2013 and 365
• MS Project 2013
• Freelance Ad copywriting, Commercial and Creative Writing
• Adaptive learning process provides ability to absorb large amounts of new information in shortened amount
of time to be of optimal benefit.