Drew Petzold

Experience

• 

  GEICO

  Mar 2004 - Dec 2023

  Conducted interviews with internal stakeholders to understand current processes and develop solutions for improvement. Assisted in developing long-term strategies that aligned with organizational objectives.• Created detailed reports on key performance indicators to track progress towards goals.• Created dashboards and reports utilizing Power BI and other visualization tools.• Used SQL and Snowflake to gather data to drive business decisions for our sales and service departments resulting in more streamlined processes by agents.• Performed ad-hoc analysis on customer behavior trends and developed insights to inform strategic decisions.• Identified opportunities for process improvement through analysis of large datasets. Show less Identified opportunities for upselling products and services to increase customer retention. Utilized various problem-solving strategies to resolve customer issues quickly and efficiently.• Adapted quickly to changing priorities while managing multiple projects simultaneously.• Created reports summarizing key performance metrics such as response time and resolution rate.• Determined the system was not providing correct rate for North Carolina policyholders with speeding tickets. Based on further research, changes were implemented in the service systems. This added to better retention results as it lowered customer rates.• Provided customer service to existing clients, resolving inquiries and complaints in a timely manner.• Participated in team meetings focused on identifying areas of improvement within the department. Show less Ensured compliance with relevant laws and regulations during all interactions with customers. Assisted customers in navigating complex systems or processes, displaying patience, and understanding. Analyzed trends in incoming calls or emails to better understand common customer queries.• Ranked First (~ 175) for ratings received from management on Customer Interaction and Quality.• Resolved customer inquiries and complaints in a timely manner while maintaining a high level of professionalism.• Created a calculator for quoting an additional product, which was adopted countrywide until the feature was updated in the service systems.• Adhered to company policies regarding service standards, procedures, guidelines, and regulations while providing superior service to our customers.• Drew Petzold (757) 374-3881 Page 2• Performed administrative duties such as filing documents, entering data into the system, answering phone.• Documented detailed notes on every interaction with customers for future reference.• Maintained customer records, always ensuring data accuracy and confidentiality.• Identified opportunities for upselling additional products or services based on customer needs. Show less

  • Planning and Business Analyst

    Jun 2009 - Dec 2023

  • Retention Representative

    Jun 2006 - Jun 2009

  • Customer Service Representative

    Mar 2004 - Jun 2006