What skills would I bring to the job? Knowledge is the first skill that I'd bring. Just having that four years of experience in all the different coverages, all the different guidelines for each state at Progressive and being able to really handle the complex billing issues that customers would throw at me. It was definitely a little bit of a struggle at the beginning of my tenure at Progressive and I think it was for most of us but once I got used to really being able to go into their policy history and understanding the entirety of it, from there you're just able to answer any billing questions that they have and anything that was not in the guidelines, Progressive was really good at having assist members that would be available to answer any other questions, which over time luckily I was able to not need them as much. But yeah, the first skill is knowledge and then the second one is just establishing customer relationships, building rapport with customers, relating to them. I have a lot of different interests, sports, pop culture, movies, TV shows, video games, those are the things that you can just talk to people about, small talk, and it really lets them feel at ease, feel that you're not just a number that they're calling at a large call center, maybe somewhere overseas. So the ability to hear if they have a pet barking in the background or kids screaming all around them. I have a dog, I have kids, I have things that are really easy to relate to the customer and build that rapport. Retention is my primary skill that I was glad that Progressive was able to teach me so well and teach all of us really.