Sharonda Duffy

Duffy Page 1 Sharonda Duffy née Hunter- |-| Cordele, GA 31015 SUMMARY Skilled professional with more than 10 years of administrative assistance, customer service, and sales experience in working in fast-paced environments. Dedicated individual to bettering customer experiences that can multitask and navigate through multiple computer systems that enjoys working with people and building long-term relationships and brand loyalty that is passionate about contributing towards organizational success PROFESSIONAL EXPERIENCE Progressive Insurance, Austin, TX Commercial Lines Underwriting Support Specialist, Austin, TX April 2023-Present • Reviewing systems for fraud, rate inaccuracy, or unacceptable risks indicators • Consulting and collaborating with leadership and claims adjusters to determine the acceptability risks and improve underwriting guidelines • Conducting investigations and servicing clients to resolve disputes • Addressing underwriting concerns in a high-demand environment working independently with minimal supervision Commercial Lines Customer Care Specialist March 2020-April 2023 Assisted commercial clients and agents with servicing accounts with policy changes, policy reviews, product/service suggestions, technical and billing support in a virtual call center • Reported data to direct supervisors to help with operations • Assisted team members with resolving issues and provided guidance to help stay current with company guidelines Unique Elements LLC, Columbus, GA • Owner/independent contractor • • June 2011-December 2023 Prepared and analyzed data for reports to send to clients to assist in ensuring various businesses are complying with regulations Performed nonprofit and for-profit business consulting addressing fundraising, administrative, employee relations, research and development, and sales and marketing strategy needs United States Census Bureau, Cedar Creek, TX Duffy Page 2 Supervisor • • • • May 2021-September 2021 Assisted direct reports with data collection and resolving conflict Worked with managers to develop action plans to improve employee job performance and reported trends for company improvement Managed work assignments ensuring performance metrics were met and performed corrective action as needed Trained, coached, and provided feedback to optimize job duties Kelly Services, Inc., Troy, MI Senior tech support representative February 2017-August 2019 • Serviced Apple accounts for billing and technical support needs in a virtual call center and offered additional products/services as needed • Handled escalation calls for customers who needed management assistance SKILLS • • • Proficient in software systems such as Windows, Apple operating systems, Microsoft Office Suite, and various CRM programs Ability to critically think, teach in a virtual environment using and create business proposals and marketing concepts Ability to handle complex situations and make independent decisions EDUCATION AND TRAINING Capella University Minneapolis, MN September 2017 Major: Master’s in Public Administration with Distinction Specialization: Nonprofit Leadership and Management Major: Post Baccalaureate Cert in Business Management December 2016 Specialization: Human Resources Management GPA 3.875 Savannah State University, Savannah, GA December 2011 Major: Bachelor of Science in Political Science Concentration: Public Administration Minor: Sociology GPA 3.27 COMMUNITY SERVICE AND EXTRACURRICULAR ACTIVITIES • Donor of 2023 Zeta Psi Sigma Alumnae Chapter of Sigma Gamma Rho, Inc. March of Dimes • • • Hand of Hope Multipurpose Center Volunteer Crisp County Community Council Volunteer Speaker for Girls Get2gether Women’s Empowerment Conference with New Light International Outreach • Create t-shirts and other stationery concepts/ Songwriting, creative writing, poetry, and ghostwriting/ Adult tutor and Youth Mentor/Tutor