Customer Support & Insurance Specialist

JESSIE KATSCHKE

Northwood, OH ***** 419-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Customer support and insurance professional with 10+ years of experience delivering responsive service in fast-paced, high-volume environments. Skilled in written and verbal customer communication, issue troubleshooting, accurate CRM documentation, multi- system navigation, problem solving, and escalation. Proven ability to manage competing priorities, maintain accuracy and professionalism, and consistently meet quality and productivity goals in remote support environments. CORE SKILLS

Chat & Digital Customer Support • Written Customer Communication • High-Volume Customer Service • Issue Troubleshooting & Resolution • CRM & Customer Record Documentation • Multiple Conversation/Priority Management • Multi-System Navigation • Escalation & Handoff • Problem Solving • Customer Experience • Data Entry & Accuracy • Conflict Resolution • Team Collaboration • Microsoft Office • Remote Support • Time Management • Quality & Productivity Standards PROFESSIONAL EXPERIENCE

Subrogation Support Representative Progressive Casualty Insurance Company Oct 2025 - Mar 2026

• Delivered high-volume remote customer support and provided clear, accurate responses while researching and resolving complex concerns.

• Troubleshot customer and claim-related issues, identified appropriate next steps, and escalated or coordinated complex matters with internal and external partners.

• Maintained detailed CRM documentation of customer interactions, actions, and outcomes while navigating multiple systems.

• Managed competing priorities while maintaining accuracy, professionalism, confidentiality, and established quality and productivity standards.

Team Coordinator & Licensed Insurance Representative Progressive Insurance Sep 2021 - Oct 2025

• Served as a primary customer contact, interpreting requests and guiding customers through questions, concerns, and next steps.

• Managed claims from initial contact through resolution and used research, problem-solving, and established procedures to resolve issues efficiently.

• Worked across multiple systems to document interactions accurately, update customer records, and track outstanding issues.

• Collaborated with team members and internal partners on complex cases and escalated issues when additional support was required.

• Consistently exceeded productivity and quality expectations while providing empathetic, professional customer service. State Tested Nursing Assistant The Manor at Perrysburg / Genesis HealthCare 2009 - 2020

• Provided compassionate, customer-focused support while communicating professionally with patients, families, and healthcare teams.

• Maintained accurate documentation, protected confidential information, and managed multiple time-sensitive responsibilities. EDUCATION & CERTIFICATIONS

DeVry University • Eastwood High School Diploma • Property & Casualty License • State Tested Nursing Assistant • Driver's License

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