Jamie Lucido
Managed Repair Team Lead
Warren,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Looking to utilize my customer service experience as an administrative assistant.
Overview
6
6
years of post-secondary education
9
9
years of professional experience
Work History
Managed Repair Team Lead
CodeBlue/MadSky
Hudson, OH
01.2020 - Current
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Monitored productivity & work flow for 5 employees.
- Identified individual employee's unique work styles and adapted management methods.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Built, managed and coached team, implementing training programs to improve efficiency and productivity.
- Measured team performance and reported metrics to leadership team members.
- Mentored newly hired employees on claims management and developed training manual for all Claims Specialist to use for reference purposes.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Training and Development Specialist
11.2017 - 12.2019
- Creating and implementing an entirely new training program for new employees, identifying new opportunities for improvement, tracking employee efficiency and file management.
- Ensured continued success with current employees.
- Trained a new department upon company relocation.
QA/Compliance Specialist
01.2019 - 10.2019
- Managing and resolving conflict within insurance claims, including investigating workmanship concerns, escalations, and other management duties.
- Responsibilities revolve around facilitating a resolution for the clients.
Innovation Group
04.2017 - 10.2019
Large Loss Specialist
09.2017 - 11.2017
- Managing Large Loss insurance claims by following up with contractors and tracking any changes to the project with careful detail to control cost for the insurance company.
Customer Service Representative
04.2017 - 09.2017
- Taking inbound and outbound calls with homeowner’s carriers, insurance adjusters and contractors with exceptional customer service [call center].
- Correctly identifying solutions for each unique situation and completing detailed data entry.
Long Term Substitute Teacher
Saint Thomas Aquinas Highschool
09.2016 - 01.2017
- Managed a high school Language Arts classroom.
- Created lesson plans, assignments and tests using differentiation.
- Maintained parent-teacher communication through e- mails and conferences.
Writing Tutor
Walsh University
01.2015 - 12.2016
Education
Post Baccalaureate - Licensure
Walsh University
01.2014 - 01.2016
BACHELOR OF ART - ENGLISH
Kent State University
01.2009 - 01.2013
Skills
CLAIMS MANAGEMENTundefined
Timeline
Managed Repair Team Lead
CodeBlue/MadSky
01.2020 - Current
QA/Compliance Specialist
01.2019 - 10.2019
Training and Development Specialist
11.2017 - 12.2019
Large Loss Specialist
09.2017 - 11.2017
Innovation Group
04.2017 - 10.2019
Customer Service Representative
04.2017 - 09.2017
Long Term Substitute Teacher
Saint Thomas Aquinas Highschool
09.2016 - 01.2017
Writing Tutor
Walsh University
01.2015 - 12.2016
Post Baccalaureate - Licensure
Walsh University
01.2014 - 01.2016
BACHELOR OF ART - ENGLISH
Kent State University
01.2009 - 01.2013
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