Jacob Lorton
Coordinator
Austin,TX
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. 7 Years of experience in various roles developing and maintaining documentation systems, managing projects, reports, and claims. Knowledgeable in project management principles, business processes and customer service best practice with a proven track record for hitting metrics and deadlines. Seeking coordinator role.
Overview
7
7
years of professional experience
Work History
Senior Claims Specialist
Taskrabbit Inc
06.2022 - Current
- Conducted 100-150 thorough investigations weekly for accurate liability determination, leading to fair claim resolutions.
- Enhanced team productivity by providing ongoing training to junior claims specialists on best practices and industry trends.
- Developed strong relationships with external partners such as healthcare providers, attorneys, and law enforcement agencies to facilitate effective claim handling processes.
- Streamlined claims processing and training by implementing efficient workflow procedures and updated documentation tracking to help reduce costs in claims resolutions.
- Reviewed policy documents thoroughly before initiating coverage assessments so as not only identify gaps but also accurately interpret terms conditions applicable each situation faced when handling specific incidents reported insured individuals businesses seeking assistance under their respective insurance plans offered managed our organization.
Customer Support Specialist
TaskRabbit Inc.
05.2021 - 06.2022
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Worked cross-functionally with other teams to implement new best practices which less to a decrease of handle time for issues.
- Coached new hire customer support agents in their role.
- Researched accounts with potential fraud and emergencies to escalate to higher teams.
- Subject matter expert for other colleagues when encountering unknown situations.
Customer Support Representative
TaskRabbit Inc.
04.2020 - 05.2021
- Streamlined support processes for increased efficiency and reduced response times.
- Maintained customer satisfaction of 95% or more with forward-thinking strategies focused on addressing customer needs and resolving concerns via phones emails and chats.
- Top producer on phones channel from June-September 2020.
- Resolved 30-50 calls daily with customers on various issues.
- Collected customer feedback and made process changes.
Project Coordinator
Concierge Auctions
01.2019 - 04.2020
- Planned and arranged meetings with external organizations and individuals.
- Decreased project completion times by 18% by efficiently prioritizing tasks and delegating responsibilities to team members.
- Created mailing process for sales team which led to an increase of 22% in productivity and sales.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
Customer Service Representative
Concierge Auctions
06.2018 - 12.2018
- Communicated daily with 10-20 High net worth clients via email and phone.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Operations Manager
LA FITNESS INTL
08.2017 - 06.2018
- Hire and train a new operations staff of 15-20 through hands on learning.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Implemented policies and standard operating procedures for continuous improvement with written documentation.
Education
Bachelor of Health and Fitness Management Texas State University.
- Class of 2017
- Minor in Business Administration
Timeline
Senior Claims Specialist
Taskrabbit Inc
06.2022 - Current
Customer Support Specialist
TaskRabbit Inc.
05.2021 - 06.2022
Customer Support Representative
TaskRabbit Inc.
04.2020 - 05.2021
Project Coordinator
Concierge Auctions
01.2019 - 04.2020
Customer Service Representative
Concierge Auctions
06.2018 - 12.2018
Operations Manager
LA FITNESS INTL
08.2017 - 06.2018