MS Office
Jennifer Lord
Cumming,GA
Summary
Self-driven, detail oriented, professional with proven track record in claims management and customer service excellence. Expert in policy compliance and critical thinking, I've driven significant improvements in client loyalty and operational efficiency. Skilled in navigating complex claims and fostering team growth, consistently enhanced company reputation and client satisfaction. Adept at keeping team moral collaborative and effective. Advanced at dispatching all inbound communication, completing pending projects and staying flexible in a fast-paced environment.
Overview
22
22
years of professional experience
Work History
Outside Claims Professional, Property
Travelers Insurance
04.2021 - 04.2022
- Conducted thorough investigations into complex claims, gathering evidence and documentation to support decisions.
- Participated in ongoing professional development opportunities related to insurance regulations and industry best practices.
- Negotiated favorable claim settlements for clients, balancing their needs with company objectives.
- Maintained accurate records of all claim-related activities using company software systems.
- Effectively managed caseload of claims files, meeting or exceeding company standards for productivity and quality.
- Provided exceptional customer service during claims process, maintaining positive relationships with clients and increasing loyalty to company brand.
- Collaborated with legal teams to investigate fraudulent claims and protect company assets.
Customer Relations Manager
Payless Decor, LLC
03.2007 - 04.2021
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Spearheaded creation of automated ticketing system, streamlining issue resolution processes while reducing response times considerably.
- Championed improvements in after-sales support services that led to higher levels of referral business from satisfied clients over time.
- Monitored team performance and provided regular coaching, contributing to improvement in service quality standards.
- Instituted structured follow-up processes with clients post-issue resolution, ensuring satisfaction and gathering valuable feedback for continuous service improvement.
- Fostered culture of customer-centric thinking within organization, driving teams to prioritize client needs and expectations in all decision-making processes.
- Post positions, conduct interviews, hire/train new staff, daily staff meetings, manage schedules.
- Manage customer service between 3 separate company labels on multi-channel selling platforms.
- Prepare, manage and file vendor/supplier purchase orders.
- Plan, organize and execute annual trade shows.
- Set up new vendor accounts, generate new business leads and assist sales staff with fostering long lasting account growth.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Manager, Diamond Department
Jared, The Galleria Of Jewelry
08.2000 - 03.2007
- Train and motivate new and current staff.
- Adhere to strict set of standards monthly-cross selling, upselling.
- Conduct daily inventory counts and reconciliations.
- Plan and execute every facet of yearly shows, facilitate successful quarterly promotion days.
Skills
Claims Management
Excellent Communication
Problem-Solving
Attention to Detail
Critical Thinking
Customer Service
Time Management
Policy Interpretation
Legal Compliance
Claims Investigation
Project Management
Budget Administration
Software
MS Excel
MS Word
MAC OS
Google Drive
Shopify
Asana
Magento
Odoo
CRM Software
Dropbox
Freshworks: Freshdesk, Freshcaller
Xactimate
Accomplishments
Travelers
- Won "Class Gold Medal" award for dedication, passion, and hard work during training.
- Received several personal emails from President and VP of property for outstanding performance.
- Asked to mentor new hires in less than one year of service.
Payless Decor, LLC
- Maintained an A+ BBB rating, 9.1 (outstanding) Bizrate rating, 4.8 out of 5 stars customer experience on Amazon seller.
- Retained top talent long term on limited resources.
- Implemented our CRM system.
- Opened our most profitable account which adds 150k+ per year to bottom line.
- Saved the company 2k per year with a new return implementation.
- Added 10 new client accounts that add 5k+ per year.
Jared, the Galleria of Jewelry
- Grossed the highest earning LeVian show to date for the Southeast region.
- Had the highest add on percentage for our watch program.
- During the last Christmas earned 200k in sales individually, contributing to most successful YTD.
Timeline
Outside Claims Professional, Property
Travelers Insurance
04.2021 - 04.2022
Customer Relations Manager
Payless Decor, LLC
03.2007 - 04.2021
Manager, Diamond Department
Jared, The Galleria Of Jewelry
08.2000 - 03.2007