Crystal Lang
Prairieville,LA
Summary
Experienced Supervisor with a proven track record in team leadership, planning, and organization. Developed skills throughout a successful career, equipping employees to handle daily functions independently, meet company goals, and satisfy customer needs. Recognized as a diligent trainer and mentor with exceptional management abilities and a results-driven approach.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Injury Claims Supervisor
Progressive Insurance Company
05.2024 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Managed approximately 150 claims inventory for my organization monthly.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Developed strong relationships with external partners such as medical providers, attorneys, and investigators to facilitate effective information exchange during claim investigations.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
Claims Supervisor
Progressive Insurance Company
02.2021 - 05.2024
- Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
- Handled approximately 300 monthly incoming and outgoing calls between employees and customers, enhancing customer satisfaction and ensuring a sense of urgency.
- Assisted onboarding of new claims adjusters, ensuring they possessed the necessary skills and expertise to excel in their roles.
- Fostered a positive work environment that promoted collaboration, teamwork, and open communication among staff members.
- Achieved high customer satisfaction ratings by maintaining open lines of communication and addressing concerns promptly.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Maintained up-to-date knowledge on industry trends, best practices, and regulatory changes to ensure optimal decision-making in the claims management process.
- Managed a diverse caseload, prioritizing tasks effectively to meet strict deadlines and maintain quality standards.
- Increased accuracy in claim evaluations through comprehensive documentation and attention to detail.
- Contributed to the development and implementation of departmental goals and objectives, aligning them with broader organizational strategies.
- Reduced claim processing time by implementing efficient workflow improvements and streamlining processes.
Claims Generalist Intermediate
Progressive Insurance Company
04.2019 - 02.2021
- Collaborated with team members to develop best practices for efficient claims management and improved overall team performance.
- Ensured high levels of customer satisfaction by providing personalized attention and support throughout the entire claims process, from initial filing to final resolution.
- Managed a high volume of inventory approximately 80 monthly, while consistently meeting deadlines and maintaining accuracy in documentation.
- Investigated and resolved complex claims issues, leading to increased customer satisfaction and faster resolution times.
- Reduced claim turnaround time through meticulous attention to detail and effective communication with stakeholders.
- Negotiated fair settlements with clients and third parties while maintaining strict adherence to company guidelines and financial limits.
- Trained new hires on company policies and procedures, contributing to their successful integration into the team.
- Identified potential fraudulent activities through thorough analysis of claim documents, protecting the company from financial losses.
Claims Generalist Associate
Progressive Insurance Company
07.2017 - 04.2019
- Negotiated fair settlements with policyholders, effectively resolving disputes and ensuring positive outcomes for all parties involved.
- Identified trends and patterns in claims data to proactively address potential operational challenges or areas for improvement.
- Enhanced claim processing efficiency by thoroughly reviewing and analyzing documents submitted for each case.
- Minimized financial risks for the company by conducting in-depth investigations of potentially fraudulent claims.
- Provided top-notch customer service throughout the claims process, ensuring a positive experience for policyholders and reinforcing brand reputation.
- Managed high-volume caseloads approximately 60 claims, while consistently meeting deadlines and maintaining quality standards for claim submissions.
Manager's Assistant
AT &T Wireless Company
12.2014 - 07.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with 30 employees, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Partnered with other departments to resolve cross-functional issues impacting customer satisfaction levels negatively.
- Enhanced team communications with regular meetings, feedback sessions, and performance reviews.
- Actively participated in strategic planning initiatives aimed at driving long-term growth within the organization''s customer service division.
- Improved caller satisfaction by implementing effective coaching and training techniques for call center staff.
- Collaborated with management to address staffing needs and maintain appropriate coverage during peak periods.
Training Development Coordinator
Hamilton Relay Services
11.2010 - 12.2014
- Enhanced employee productivity by developing comprehensive training programs tailored to individual needs.
- Maintained up-to-date knowledge of industry trends and best practices in training methodologies, adapting strategies as needed to remain competitive.
- Spearheaded 30 leadership development programs, fostering a culture of continuous growth and improvement.
- Collaborated with management to identify skill gaps, aligning training initiatives with organizational goals.
- Increased employee retention by designing engaging and relevant professional development courses.
- Streamlined onboarding processes, reducing time-to-productivity for new hires.
- Conducted regular skills assessments to track progress and adjust training plans accordingly.
- Promoted a positive learning culture by recognizing employee achievements during company meetings or newsletters.
- Developed customized training materials, including manuals, job aids, and online resources to support employee learning objectives.
- Facilitated ongoing coaching sessions for employees seeking additional guidance or support in their roles.
Owner Operator Broker
Amstar Mortgage Branch
03.2002 - 11.2010
- Managed day-to-day business operations.
- Developed and maintained strong relationships with over 200 clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
Education
Paralegal Certification -
Northwestern State University
Natchitoches, LA01.2015
Skills
- Training and mentoring
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Strategic Planning
- Staff Development
- Process Monitoring and Improvement
- Business Administration
- Teamwork and Collaboration
- Multitasking Abilities
- Effective Communication
- Decision-Making
- Goal-Oriented
Certification
Louisiana Resident Producer- All Lines- Claims Adjuster, #759601, 18653652
Timeline
Injury Claims Supervisor
Progressive Insurance Company
05.2024 - Current
Claims Supervisor
Progressive Insurance Company
02.2021 - 05.2024
Claims Generalist Intermediate
Progressive Insurance Company
04.2019 - 02.2021
Claims Generalist Associate
Progressive Insurance Company
07.2017 - 04.2019
Manager's Assistant
AT &T Wireless Company
12.2014 - 07.2017
Training Development Coordinator
Hamilton Relay Services
11.2010 - 12.2014
Owner Operator Broker
Amstar Mortgage Branch
03.2002 - 11.2010
Paralegal Certification -
Northwestern State University
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