Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lisa Rhoades

Columbus,Ohio

Summary

Highly experienced Receivables Analyst with a successful track record spanning 38 years in the insurance, finance, and customer service industries. Adept at managing billing and payment operations, utilizing data analysis to resolve complex issues, and identifying opportunities for process improvements. Skilled in cross-functional collaboration with internal departments and stakeholders to achieve organizational goals. Possesses strong oral and written communication skills, demonstrating a commitment to providing prompt and professional service. Proven leadership abilities and experience in leading teams through transformation and modernization initiatives.

Overview

39
39
years of professional experience

Work History

Receivables Analyst Lead

Liberty Mutual
01.2023 - Current
  • Acts as a subject matter expert to collaborate with stakeholders across departments and handles complex escalations, DOI & BBB complaints, billing discrepancies, and various projects.
  • Led training for third-party company EXL on multiple systems, reports, and procedures, ensuring seamless integration and knowledge transfer.
  • Streamlined the stop pay/void/reissue process, saving a day of processing per item and improving customer experience.
  • Collaborated with internal partners to develop an action plan and communications for duplicated EFT files, recouping thousands of dollars.
  • Collaborated with underwriting to resolve a $300k billing issue in Exceed due to duplicated renewals.
  • Assumed managerial duties in the absence of the manager, ensuring daily tasks were completed within service levels.
  • Led daily/weekly team huddles, recorded individual production stats, and reported end-of-month totals.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.


Customer Service Lead

State Auto Insurance
09.2010 - 12.2022
  • Performed quality audits and collaborated with third-party system administrators to troubleshoot issues.
  • Assisted in the development and training of a PCI-compliant credit card team
  • Monitored stand-alone workstations to ensure PCI compliance.
  • Process Automation & IT Collaboration: Collaborated with IT to develop BOT processes for various reports, saving 1.5 FTEs per day
  • Monitored BOT processes daily to ensure timely report processing and address issues promptly.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.

Increasing Levels of Responsibility

State Auto
01.1986 - 09.2010

Education

High School Diploma -

Westfall High School
Williamsport, Ohio
01.1983

Skills

  • Team Collaboration and Leadership
  • Strong Verbal and written communication
  • Analytical Thinking
  • Analytical Thinking
  • Documentation And Reporting
  • Customer Service
  • Technical Expertise & Process Improvement
  • Integrity/Professionalism
  • Time Management
  • Proficient with Microsoft Office and Google Suite of apps
  • Well experienced with Mainframe
  • Knowledgeable on Insurance products

Timeline

Receivables Analyst Lead

Liberty Mutual
01.2023 - Current

Customer Service Lead

State Auto Insurance
09.2010 - 12.2022

Increasing Levels of Responsibility

State Auto
01.1986 - 09.2010

High School Diploma -

Westfall High School

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Lisa Rhoades