1. Rhianna Flaisman
17748 Rockcreek Rd, Lot 93 Thompson, OH 44086
Mobile Phone: 440-983-3777
E-mail: rh1anna88@yahoo.com
OBJECTIVE
I want to obtain a position with a firm that is fast paced and challenging. My proactive approach
to my skill development and profound knowledge focus has enabled me to be viewed as a leader
among my peers. My long term goal is to finish pursuing a degree in the field of Information
Technology. I also welcome the opportunity to learn new skills and concepts in different
business areas.
WORK EXPERIENCE
Specialized Services Job Coach
December 2004 - January 2010
Progressive Casualty Insurance Company | Mayfield Heights, OH
In a fast paced call center environment I worked with internal and external customers, learning
management and information technology skills. I worked with management to train new
Customer Service Representatives. My responsibilities included devising procedure
improvements, leading calibrations, and giving presentations.
Pre-Certification Specialist
December 2003 - December 2004
Progressive Casualty Insurance Company | Mayfield Heights, OH
The main focus of this job was to teach new representatives the guidelines used to take service
phones and sales calls and to audit the calls for quality purposes. This was achieved through
ongoing coaching; call listening, focus groups, data review, and side by sides, feedback, and the
monitoring of information implementation. I also preformed audits for soft skills.
Process Auditor
June 2003 - December 2003
Progressive Casualty Insurance Company | Mayfield Heights, OH
I audited the phone calls of tenured representatives to measure the quality of phone calls and
discover teaching opportunities. I measured the representatives’ proficiency in several areas of
service skills including: endorsements, cancellation processing, and billing functions.

2. Customier Service Representative II
June 1999 - June 2003
Progressive Casualty Insurance Company | Mayfield Heights, OH
I took service phone calls, sometimes up to 200 a day. I was chosen for several new learning
opportunites during this time. I was also given project work which included creating a New
York Insurance Verification form. I was promoted to a Customer Service Representative II in
January of 2001. In June of 2001, I earning my Property and Causality license.
EDUCATION
June 2008 - I have not graduated University of Phoenix | Phoenix, AZ
I have been completing coursework part time in the area of Information Technology. I am
currently working towards an Associate’s degree and plan also obtaining a Bachelors’. I hope to
one day work in the Quality Assurance field.
August 1994 - July 1995 Willoughby Technical Center | Willoughby, OH
I completed my GED.
SKILLS
 Microsoft Office all applications and
previous editions
 Call Center, Call listening and
recording applications
 Lotus Notes
 Peoplesoft Accounting Queries
 Auditing Software Development
projects
 Database Applications (Microsoft
Access)
 Query Writing (BW)
 Mainframe Applications
 Scheduling
 Collections