Celina Lubbeck
Wylie,TX
Summary
Personable Auto Claims Adjuster with first-rate skills in risk assessment, mitigation, and policy interpretation. Adept at investigating and resolving liability exposures in several states while abiding by each state's specific requirements. Talented at organizing and prioritizing time-sensitive claims and projects. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Auto Claims Adjuster II
GEICO
04.2023 - Current
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Documented all findings in concise reports.
- Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
- Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
- Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
Quality Assurance Specialists/ Learning and Development Team
Service Experts
08.2021 - 02.2023
- Optimized strategies for approving protocols and reports to support accurate measurements and testing
- Reviewed requirement documents to evaluate quality assurance methodologies
- Monitored program performance after implementation to prevent problem reoccurrence
- Wrote, updated, and enforced quality control operating procedures to keep the facility fully compliant with internal and regulatory requirements
- Proved successful working within tight deadlines and a fast-paced environment
- Excellent communication skills, both verbal and written
- Worked flexible hours across night, weekend, and holiday shifts
- Worked effectively in fast-paced environments
- Worked well in a team setting, providing support and guidance established, enforced, and optimized billing policies and procedures to maximize revenue, provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Collaborated with management to provide training on improved processes and assisted with creating and maintaining quality training
- Educated employees on specific QA standards and confirmed maintenance of standards
- Report analysis
- Support audits
- Monitor quality control
- Teamwork
- Task prioritization
- Prioritization
- Coordination
- Collaboration.
Customer Support Representative Advantage Team
Service Experts
05.2021 - 08.2021
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing the best solutions
- Connected with customers to address questions and resolve issues through phone and email
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
- Documented customer interactions in computer systems and assisted cross-functionally with billing and technical support to deliver high-quality customer service
- Skilled at working independently and collaboratively in a team environment
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Strengthened communication skills through regular interactions with others.
Dispatcher for Customer Support Center
Service Experts
06.2020 - 05.2021
- Directed dispatching, routing, and tracking of Service Experts' fleet vehicles
- Maintained updated and detailed records of calls in a physical and electronic database
- Closely monitored dispatch board to triage and prioritize over daily calls
- Planned, organized and managed the work of subordinate staff to accomplish consistent work within organizational standards.
Inbound Customer Service Representative
Celina
02.2020 - 05.2021
- Investigated and resolving issues to maintain billing accuracy
- Trained new team members on company policies and accounting systems to keep team operations productive and efficient
- Eliminated billing inaccuracies by reconciling accounts monthly
- Updated customer accounts with current personal and purchasing information
- Answered phone with a friendly greeting to create a positive inbound calling experience for customers
- Completed calls and followed scripts to maintain good call control
- Referred unresolved customer grievances to designated departments for further investigation
- Engaged with customers to understand and resolve issues and answer product questions
- Providing excellent customer service
- Resolved complaints to satisfy customers and encourage future transactions.
Customer Service Representative
Service Experts
02.2020 - 05.2021
- Provided solutions, recommendations, and replacements with empathy and positive feedback
- Responded to questions and followed up on customer interactions
- De-escalated customer complaints using specialized communication techniques
- Used knowledge base systems and work processes to help customers
- Utilized computer systems to research and record account information
- Validated data and resolved problems related to system-generated information
- Answered incoming calls and assisted customers with questions
- Placed outbound calls to existing members to provide additional consultation on products and services.
Customer Service Representative
Spectrum
01.2018 - 01.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered a constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Educated customers about billing, payment processing, and support policies and procedures
- Met customer call guidelines for service levels, and handle time and productivity
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Maintained up-to-date knowledge of product and service changes
- Trained new personnel regarding company operations, policies, and services
- Communicated professionally with colleagues, freelancers, and clients
- Promptly responded to inquiries and requests from prospective customers
- Provided primary customer support to internal and external customers
- Recommended products to customers, thoroughly explaining details
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Cultivated customer loyalty, promote repeat business, and improved sales
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Answered a constant flow of customer calls with minimal wait times
- Updated account information to maintain customer records.
Signing Executive/ Pricing coordinator/ Planogram Specialist/Sales associate
Target
04.2008 - 01.2018
- Placed prices and descriptive signage to enhance displays and promote items
- Enhanced store and display appearance utilizing seasonal promotions and trends to drive strategy
- Taught sales staff to properly coordinate clothing racks and counter displays to maximize promotional effectiveness
- Organized appealing and engaging displays to capture customer interest and drive revenue growth
- Developed creative visual merchandising campaigns to focus on selling older inventory
- Followed prepared sketches and planograms to arrange consistent shelves, racks, and bins across several locations
- Updated seasonal displays such as windows and mannequins to highlight current product lines
- Supervised up to 50 employees on the merchandising team
- Consulted with management and advertising teams to plan optimal promotions
- Presented updated floor plans and design strategy to store management
- Updated store with a completely new floor plan to offer customers more visually pleasing product experiences in the clothing department, hardlines department, electronics department, and grocery department
- Monitored and reordered inventory items to fulfill displays and executed design changes to align with available inventory
- Managed visual displays for the company to drive exposure and increase revenue
- Promoted new product releases and limited-edition items to drive sales
- Restructured merchandising strategy to promote the high-value products
- Created retail displays to highlight particular products and drive sales according to corporate strategy
- Successfully led key projects which resulted in increased sales and driving innovation and projects
- Trained internal staff members on administrative processes, work instructions, and procedures to facilitate consistent and seamless company operations
- Planned and executed all holidays sets and promotions and Displays
- Demonstrated full store expertise on merchandise locations, enabling optimum service to inquiring customers
- Tracked warehouse contents continually, maintained constant awareness of stock levels, and performed formal inventory reviews weekly
- Monitored multiple databases to keep track of all company inventory
- Ordered all set displays equipment and set pieces through SAP ordering system.
Education
High School Diploma -
Berkner High School
Richardson, TXNo Degree - Business Communications
Richland College
Richardson, TX06.1994
Skills
- Claims Handling
- Policy Interpretation
- Claims Investigation
- Insurance regulations knowledge
- Technical knowledge
- Customer service expertise
- Claims process explanation
- Proficient in Excel
- Appointment Scheduling
- Appointment Coordination
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking Abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Relationship Building
- Self Motivation
- Analytical Thinking
- Goal Setting
- Professionalism
Certification
- Licensed claims adjuster for several regions.
Timeline
Auto Claims Adjuster II
GEICO
04.2023 - Current
Quality Assurance Specialists/ Learning and Development Team
Service Experts
08.2021 - 02.2023
Customer Support Representative Advantage Team
Service Experts
05.2021 - 08.2021
Dispatcher for Customer Support Center
Service Experts
06.2020 - 05.2021
Inbound Customer Service Representative
Celina
02.2020 - 05.2021
Customer Service Representative
Service Experts
02.2020 - 05.2021
Customer Service Representative
Spectrum
01.2018 - 01.2020
Signing Executive/ Pricing coordinator/ Planogram Specialist/Sales associate
Target
04.2008 - 01.2018
High School Diploma -
Berkner High School
No Degree - Business Communications
Richland College
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