Heather Lawalin
Lebanon,IN
Summary
Possesses strong analytical skills with the ability to perform root cause analysis, identify trends and resolve complex issues through data-driven decision making. Adept in using Excel to identify trends, resolve complex discrepancies and support business operations with accurate reporting. Highly organized, self-motivated and experienced working remotely.
Overview
22
22
years of professional experience
Work History
Senior Claims Analyst
Hachette Book Group USA
Lebanon, IN (Remote)
08.2019 - Current
- Investigated claim discrepancies by analyzing shipment records, invoices, and supporting documents, collaborating with carriers and business partners to ensure accurate, timely resolutions.
- Led initiatives to automate routine claims tasks, resulting in increased efficiency across the department.
- Mentored junior analysts on best practices for claims evaluation and dispute resolution.
- Collaborated with cross-functional teams to identify areas for process improvement and implement solutions.
- Addressed client concerns promptly and maintained open lines of communication throughout claims process, enhancing customer satisfaction and trust.
Claims Customer Team (CCT) Representative
The Hartford Insurance Group
Hartford, CT (Remote)
08.2012 - 03.2019
- Served as the first point of contact for customers reporting new property, casualty and workers' comp insurance claims.
- Provided professional, empathetic customer service during stressful situations while ensuring timely claim setup.
- Managed a high volume of inbound calls while maintaining quality, accuracy and customer service standards.
- Collaborated with claims adjusters and internal departments to facilitate efficient claim handling and resolution.
- Answered routine questions for all lines of business.
Trainer
Steak N Shake Restaurant
Lebanon, IN
10.2004 - 08.2012
- Trained and mentored new team members in company procedures, customer service standards, food safety, and daily operations, enhancing team readiness.
- Transitioned between front-of-house and back-of-house duties to maintain seamless operations and support team efficiency.
- Demonstrated flexibility, teamwork, and leadership to foster a positive customer experience during peak service hours.
Education
Bachelor of Science - Geography | Meteorology | Risk Management
Ball State University
Muncie, IN05-2011
Skills
- Claims efficiency
- Strong analytical and negotiation skills
- Data analysis
- Critical thinking
- Professionalism and integrity
- Proficient in Microsoft Excel, PivotTables, WMS, CRM Software and data entry
Languages
English
Timeline
Senior Claims Analyst
Hachette Book Group USA
08.2019 - Current
Claims Customer Team (CCT) Representative
The Hartford Insurance Group
08.2012 - 03.2019
Trainer
Steak N Shake Restaurant
10.2004 - 08.2012
Bachelor of Science - Geography | Meteorology | Risk Management
Ball State University