Shayla J.

Key Skills

Software

Other

Top Subject Matter

Customer records and insurance-related analytics

Customer feedback and issue resolution analytics

Operational performance metrics and data reporting

Top Data Types

Text

Top Task Types

Data Collection

Freelancer Overview

Licensed Insurance Agent (Progressive Insurance) — data tracking, analysis, and coaching on reporting practices. Brings 12+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Internal, Proprietary Tooling, and Other. Education includes High School Diploma, Essex High School (2009). AI-training focus includes data types such as Text and labeling workflows including Data Collection.

Labeling Experience

Licensed Insurance Agent (Progressive Insurance) — data tracking, analysis, and coaching on reporting practices

TextData Collection

Provided data-driven analysis of customer information to support tailored recommendations for insurance solutions. Managed accurate data entry and customer record tracking to ensure integrity for downstream reporting and decision-making. Coached newer agents on data tracking and reporting practices to standardize how customer data was handled. • Analyzed customer data for actionable insights • Ensured accuracy of customer records through data entry • Used performance and reporting practices to guide agents • Standardized data tracking approaches for the team

2022 - Present

Customer Service Representative (Alorica) — research, data gathering, and trend analysis from customer interactions

OtherTextData Collection

Gathered and researched information from multiple sources to resolve customer issues efficiently. Analyzed customer feedback to identify trends and inform process improvements in customer service delivery. Developed actionable insights based on customer interactions to support resolution workflows. • Collected and consolidated information from multiple sources • Analyzed feedback for recurring themes and trends • Translated customer interactions into actionable insights • Supported improvements to service delivery processes

2020 - 2022

Customer Service Team Coach (Ibex Global) — data-driven coaching and training on reporting practices

OtherTextData Collection

Supervised a team using performance metrics and data-driven decision-making to guide operations. Developed training materials focused on improving data handling and reporting practices within the team. Applied continuous improvement initiatives through analysis to enhance operational efficiency. • Monitored performance metrics using collected data • Created training materials for data handling and reporting • Used data analysis to drive operational improvements • Coordinated team practices around consistent metric reporting

2018 - 2020

Collections Representative (Affinity4) — CRM data maintenance and discrepancy resolution

OtherTextData Collection

Maintained accurate customer data records using CRM tools to support integrity for analysis and reporting. Identified discrepancies in stored records and drove improvements to resolution and data accuracy workflows. Supported downstream reporting by ensuring customer data quality and consistency. • Maintained CRM-based customer data for reporting • Audited records to find discrepancies • Improved resolution processes related to data integrity • Ensured data consistency for analytics and reporting

2016 - 2018

Education

Work History