Jacquese Lucas
Greenfield,WI
Summary
Detail-oriented customer service specialist with a background in administration. Highly self-motivated, creative, and analytical with a strong drive for achieving results. Proven track record of effectively prioritizing and completing multiple projects within strict timelines. Adaptable and quick to adjust priorities as needed. Exceptional written and verbal communication skills enabling seamless information exchange with professionals at all levels. Known for maintaining unquestionable integrity and a strong work ethic.
Overview
10
10
years of professional experience
Work History
Fiscal Specialist
Waukesha County Health and Human Services
09.2023 - Current
- Delivered monthly reviews to finance leadership to explain performance.
- Gathered, summarized and analyzed significant amounts of transactional data to make reasonable conclusions and facilitate key accounting and business decisions.
- Developed, implemented and maintained internal standards, processes and routines based on group requirements.
- Responded to customer requests for products, services, and company information.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Business Owner
JYL Creations & Event Planning
11.2017 - Current
- Established working relationships with clients by organizing various events.
- Managed event logistics and operations.
- Coordinated with participating vendors during event planning.
- Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
- Utilized social media to promote events and increase attendance.
- Performed event coordination for larger parties and gatherings.
- Corresponded with clients to answer questions and resolve issues.
Email Audit Specialist
Baird / Robert Half
06.2022 - 05.2023
- Followed up to assess and report corrective action completion or progress.
- Analyzed trends in financial data to investigate fluctuations.
- Identified audit risks and coordinated with management and audit team in preparing related reports.
- Complied with federal, state and local requirements.
- Performed extensive assessments of assets, liabilities and equity to verify accuracy.
- Identified management control weaknesses and provided value added suggestions for remediation.
Executive Assistant III
Greater Milwaukee Foundation
08.2022 - 11.2022
- Support and assist to ensure effective time management
- Handles a wide range of administration duties to support Director and other managers
- Independently initiates and implements processes to manage projects
- Manages Director’s Schedule and Meetings, and presentations
- Oversees and processes Director’s/ Managers Monthly Expenses
- Strong organization skills with the ability to multi-task
- Responsible for contacting vendors for events setup
- Manages Mailing for the Director
- Maintains files, databases, and archives of records
DI Claim Specialist - ICSS
Northwestern Mutual
05.2021 - 06.2022
- Ability to collaborate within and across teams to acquire the best results
- Investigate, analyze, and make decisions on contestable and non-contestable disability income claims
- Communicate both verbally and in writing with insureds, field representatives
- Processed and recorded new policies and claims.
- Adhering to contract provisions and governing laws
- Followed up with customers on unresolved issues.
- Achieves productivity standards and goals while maintaining the highest level of customer service
- Able to multi-task, prioritize and manage time effectively
- Evaluated and settled complex insurance claims in strict timeframes.
Case Manager Representative - New Business
Highland Capital Brokerage
10.2018 - 05.2019
- Reviewed applications for completeness in processing cases
- Identified and collected information for processing DAPS
- Notified brokers of missing documents both verbally and written documentation
- Reviewed medical Exam to determine if medical records were needed
- Used paperclip for submitting and storing electronic files
- Managed application process until policy was issued
- Reviewed to determine if changes were needed
Call Center Customer Advocate Representative I to II - Dental Health and Wellness Project Representative
Scion Dental/Skygen USA
12.2017 - 09.2018
- Schedule and lead team meetings
- Prepare PowerPoints for training sessions
- Mentoring New Hires
- Assist with Escalated Calls
- Gathered data for reports/projects
- Client focused on plan benefits and details regarding claims/auths/benefits
- Demonstrate the highest standard of quality service, commitment, and courtesy in dealing with customers
- Provided recommendations on system enhancements and efficiency opportunities
- Collaborate with other teams/departments to provide world class customer service while resolving issues
- Accurately document call information and resolution while engaging with customers
- Knowledgeable in multiple modules within Enterprise system
Intermediated Analyst- Policy Owner Services
Northwestern Mutual
12.2015 - 05.2016
- Works as a team to meet division goals
- Review policy information to determine changes
- Prepares custom drafted ownership and beneficiary forms
- Adhering to contract provisions and governing laws
- Responsible for accepting phone call from field/client
Case Management Representative LTT
Northwestern Mutual
11.2014 - 12.2015
- Supports underwriters with uploading referrals
- Prepare cases for commission authorizing
- Review cases to send to underwriters
- Order DAPS for medical records
- Escalated issues as needed to ensure timely resolution
Underwriters Assistant
ManPower/ Northwestern Mutual
08.2014 - 11.2014
- Supports underwriters with uploading referrals
- Prepare cases for reinsurance
- Review cases to send to underwriters
- Scan and rename PDF files
- Escalated issues as needed to ensure timely resolution
- Skilled in establishing and maintaining effective working relationships with co-workers, internal, external
- Operated copy machine, fax, scanner, etc
Education
Associates Degree (A.A.) - Business Administration
ITT-Technical College
Greenfield, WI03.2011
Skills
- Verbal and written communication
- Customer relationship management (CRM)
- Expense tracking
- Schedule preparation
- Account management
- Troubleshooting
- Appointment coordination
- Satisfaction monitoring
- Documentation and notes
Timeline
Fiscal Specialist
Waukesha County Health and Human Services
09.2023 - Current
Executive Assistant III
Greater Milwaukee Foundation
08.2022 - 11.2022
Email Audit Specialist
Baird / Robert Half
06.2022 - 05.2023
DI Claim Specialist - ICSS
Northwestern Mutual
05.2021 - 06.2022
Case Manager Representative - New Business
Highland Capital Brokerage
10.2018 - 05.2019
Call Center Customer Advocate Representative I to II - Dental Health and Wellness Project Representative
Scion Dental/Skygen USA
12.2017 - 09.2018
Business Owner
JYL Creations & Event Planning
11.2017 - Current
Intermediated Analyst- Policy Owner Services
Northwestern Mutual
12.2015 - 05.2016
Case Management Representative LTT
Northwestern Mutual
11.2014 - 12.2015
Underwriters Assistant
ManPower/ Northwestern Mutual
08.2014 - 11.2014
Associates Degree (A.A.) - Business Administration
ITT-Technical College
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