Nicholas Angus has over 13 years of experience as a supervisor at Progressive Insurance, where he trained and developed customer service representatives. He tracked metrics and analyzed trends to improve processes. Angus also scheduled licensing exams and helped representatives pass, with a pass rate of over 83% on the third attempt. His skills include insurance licenses, quality certification, computer programs, and writing. He is adaptable and able to learn new information quickly.
Working as Senior Content Analyst - Primarily deals with mapping of Reference Data Identifiers such ISIN, CUSIP, SEDOL and Tickers. Handling of Global corporate events.
Working as Senior Content Analyst - Primarily deals with mapping of Reference Data Identifiers such ISIN, CUSIP, SEDOL and Tickers. Handling of Global corporate events.
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.