Danielle Jackson

Results-driven customer service and leadership professional with over 10 years of experience in remote work environments, customer relations, team development, training, and operational support. Proven ability to lead high-performing teams, coach employees to improve performance, resolve complex customer concerns, and maintain accurate documentation in fast-paced settings.

Additional Leadership Assignment – Loan-In Supervisor - Progressive Insurance

(2026-05)

• Selected to serve as a Loan-In Supervisor while continuing Academy Coach responsibilities.
• Supervise and support a team of 12–16 representatives.
• Conduct coaching sessions and team huddles focused on performance and development.
• Analyze reports to identify trends and coaching opportunities.
• Maintain detailed documentation regarding employee performance and coaching activities
• Monitor schedules, attendance disruptions, and flexibility used by the operations team and follow up on any inconsistents

Academy Coach - Progressive Insurance

(2025-07)

• Facilitate onboarding and training for newly hired representatives.
• Conduct quality assurance call audits and provide coaching to improve performance and customer experience.
• Lead team meetings and one-on-one coaching sessions.
• Develop training materials and onboarding resources.
• Collaborate with recruiting and leadership teams to ensure successful onboarding and employee readiness.

CLRU Representative - Progressive Insurance

(2023-10 - 2025-07)

• Provide exceptional customer service by addressing customer inquiries and resolving concerns in a timely and professional manner.
• Manage a high volume of incoming calls while maintaining accuracy and efficiency.
• Utilize strong de-escalation and problem-solving skills to resolve complex customer issues.
• Multitask effectively between calls, emails, and chat communications.
• Maintain detailed and accurate documentation of customer interactions and claim-related information.

Client Support Representative/ Team Lead - Arise Virtual Solutions

(2014-02 - 2023-10)

• Handle inbound and outbound customer service interactions across multiple client accounts.
• Troubleshoot customer issues and provide effective solutions.
• Support sales initiatives through customer engagement and product education.
• Maintain high levels of customer satisfaction through professional communication and problem-solving.
• Adapt quickly to changing client needs, processes, and technologies.
• Demonstrate strong multitasking, organizational, and remote work skills.
• Led teams of 19–25 representatives in a remote work environment.
• Facilitated company-wide meetings to communicate updates, goals, and operational initiatives.
• Conducted call calibration sessions to ensure consistency in customer service standards, quality expectations, and performance evaluations.
• Collaborated with leadership and support teams to identify process improvements and enhance team performance.
• Provided coaching, guidance, and support to team members to improve productivity and customer experience.

Bachelor of Science - Graphic Design - Los Angeles Film School (2027)