Brittianee Lunsford
OneAmerica Financial
Indianapolis,IN
16
years of professional experience
Insurance professional with a proven track record of optimizing processes, driving operational efficiency, and delivering exceptional service. Skilled in cross-functional collaboration, problem-solving, and process improvement, with a strong focus on enhancing the customer experience and achieving business objectives.
Work History
Manager, New Business
2 Years 3 Months- Drive team performance by fostering engagement, accountability, and productivity to achieve organizational goals.
- Manage daily operations and prioritize workloads to meet service levels and deadlines
- Resolve escalated issues and maintain proactive customer communication
- Monitor performance metrics and coach employees to drive continuous improvement
- Conduct performance evaluations and provide actionable feedback
- Regular touchpoints with internal and external stakeholders to improve the customer experience
- Partner with Operational Readiness team on process improvement initiatives
Quality Consultant
3 Years- Partnered with stakeholders to create, standardize, and maintain enterprise documentation
- Facilitated documentation workshops and supported cross-functional process improvement initiatives
- Monitored and published daily documentation updates for accuracy and compliance
- Delivered Yellow Belt I training and supported post-course implementation
- Led Root Cause Corrective Action (RCCA) initiatives to address quality gaps
Team Lead
2 Years 6 Months- Prioritized daily work for processing team to maintain SLA performance
- Coordinated onboarding and training; developed supporting documentation
- Partnered with SMEs and internal teams for projects and process improvement initiatives
Senior Case Manager
3 Years 10 Months- Prioritized and managed a high-volume caseload while meeting service-level and performance expectations.
- Served as liaison between internal underwriting teams and external vendors, coordinating communication and requirements.
- Coordinate with cross-functional teams to resolve escalated issues and remove barriers to resolution.
Claim Handler
4 Years 2 Months- Handled first party claim files, gathering statements, records, and supporting evidence for accurate coverage decisions.
- Communicated policy coverage amounts with policy insured and answered various coverage questions.
- Issued claim payments, along with supplemental payments
- Communication with body shops and independent adjusters on supplemental estimates and claim timeline.
- Thorough documentation of the claim file
Education
LOMA courses in progress
Skills
Effective Communication
Stakeholder Management
Active Listening
Organization
Time Management
Problem Solving
Documentation
Adaptability
Coaching & Mentoring
Collaboration
Planning
Follow Through
Timeline
Manager, New Business
OneAmerica Financial
07.2024 - CurrentRead More
Quality Consultant
OneAmerica Financial
07.2021 - 07.2024Read More
Team Lead
OneAmerica Financial
07.2018 - 01.2021Read More
Senior Case Manager
OneAmerica Financial
08.2014 - 06.2018Read More
Claim Handler
The Hartford
06.2010 - 08.2014Read More
Indiana University
Read More