Summary
Overview
Work History
Education
Skills
Timeline
Generic

Athena Lujan

Spring Valley

Summary

Results-driven support professional with experience in managing and optimizing customer service operations. Skilled in team collaboration, conflict resolution, and process improvement to enhance service delivery. Known for adaptability, reliability, and strong focus on achieving impactful outcomes. Expertise in training, mentoring staff, and leveraging technical tools to streamline workflows and elevate team performance.

Overview

19
19
years of professional experience

Work History

Claims Support Supervisor

Geico
10.2019 - Current
  • Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
  • Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
  • Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
  • Implemented a knowledge management system to centralize information resources for easy access by the support team.
  • Mentored junior team members, providing guidance on best practices and professional development opportunities.
  • Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
  • Managed a team of support professionals, fostering an environment of collaboration and growth.
  • Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
  • Monitored employee and customer interactions to assess quality of service.
  • Coached employees through day-to-day work and complex problems.
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

First-Line Supervisors of Office and Administrative Support Workers

Geico
04.2016 - 10.2019
  • Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
  • Implement corporate or departmental policies, procedures, and service standards in conjunction with management
  • Train or instruct employees in job duties or company policies or arrange for training to be provided
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
  • Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action
  • Review records or reports pertaining to activities such as production, and quality

Internal Auto Damage Dispatch Lead

Geico
07.2008 - 04.2016
  • Trained new dispatchers, monitored phone calls
  • Completed process reviews and created training material for associates
  • Assisted associates with problem solving, and communication with customers out in the field
  • Monitored work levels and distributed daily schedules to associates
  • Monitored employee performance regularly through assessments and feedback sessions leading to continuous improvement opportunities.
  • Ensured compliance with industry regulations by staying up-to-date on changes in legislation or requirements.
  • Coordinated closely with other departments to ensure seamless integration of processes across the organization.
  • Streamlined workflow for improved response times with thorough planning and organization of tasks.

Underwriting Technician

Geico
12.2005 - 04.2008
  • Contributed to the growth of the department''s profitability by accurately assessing risks and making informed underwriting decisions.
  • Collaborated with brokers and agents to gather necessary documentation for accurate risk evaluation.
  • Ensured data accuracy within underwriting systems by diligently reviewing inputted information for errors or inconsistencies.
  • Collaborated with the underwriting team to develop strategies for improved risk management and loss prevention.

Education

BBA - Business Administration/Organizational Leadership

Brandman University

Skills

  • Proven Leader to drive results
  • Complex Problem Solving
  • Time Management
  • Team management
  • Task delegation
  • Feedback delivery
  • Teamwork and collaboration
  • Verbal and written communication
  • Training and mentoring
  • Team development

Timeline

Claims Support Supervisor

Geico
10.2019 - Current

First-Line Supervisors of Office and Administrative Support Workers

Geico
04.2016 - 10.2019

Internal Auto Damage Dispatch Lead

Geico
07.2008 - 04.2016

Underwriting Technician

Geico
12.2005 - 04.2008

BBA - Business Administration/Organizational Leadership

Brandman University

Similar Profiles

CREATE PROFILE
Athena Lujan