Joan LoBello
Cranston,RI
Summary
Experienced with evaluating claims for accuracy and compliance. Utilizes strong organizational skills and attention to detail to process claims efficiently. Track record of effectively communicating with clients and stakeholders to resolve claims disputes.
Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
Work History
Identity Theft Claims Representative
Citizens Bank
Johnston, RI
09.2022 - 08.2025
- Data entry of claim information in a fast-paced environment
- Managed claims processing to ensure timely resolution and customer satisfaction.
- Investigated and analyzed claim details for accuracy and compliance with policies.
- Collaborated with cross-functional teams to enhance claims procedures and reduce errors.
- Mentored new hires on best practices in claims management, fostering a culture of excellence.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Maintained up-to-date knowledge of regulatory changes, ensuring company compliance and minimizing legal risks.
- Verified client information by analyzing existing evidence on file.
C2C (Colleague to Colleague) Online Banking
Citizens Bank
Johnston, RI
09.2019 - 09.2022
- Ensure that the bank’s policies, code of conduct and regulatory guidelines are strictly complied with
- Provide splendid customer services to internal and external customers in a friendly and courteous manner
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Assisted Branch Colleagues with customer Online banking issues
Retail Customer Service Associate
Citizens Bank
Johnston, RI
07.2017 - 09.2019
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
- Maintained a clean and organized store environment, enhancing customer shopping experience.
- Educated customers about ongoing promotions and special offers, driving additional revenue for the store.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering long-term relationships with clients.
- Enhanced customer satisfaction by providing exceptional service and addressing inquiries promptly.
Customer Service Call Center Rep - Retirement and Income Solutions
MetLife
Warwick, RI, USA
01.2013 - 07.2017
- Consistently exceed customer service, production and quality goals
- Ability to multi-task by performing data entry while handling incoming calls
- Accurately process retirement account changes, reissue payments, and forward appropriate forms to annuitants
- Managed high-volume call flow while maintaining quality service standards.
- Led initiatives to enhance team performance, resulting in improved customer satisfaction ratings.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
- Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
- Demonstrated a commitment to ongoing professional development by participating in regular trainings on new products, services, policies, procedures updates.
- Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
Branch Customer Service Representative
AAA of Southern New England
Warwick, RI, USA
06.2007 - 12.2012
- Coordinated member requests in a professional and efficient manner
- Adhered to policies and procedures pertaining to the security of cash, traveler’s checks and ticket inventory
- Excelled in face-to-face customer service in a fast-paced environment
- Promoted the sales of primary and associate memberships, processed changes on existing memberships and researched membership concerns
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Trained new staff on operational procedures, fostering a collaborative team environment.
- Oversaw daily branch operations, ensuring adherence to policies and quality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Provided exceptional support during peak periods, handling a high volume of customer requests without compromising quality of service.
- .Continuously met or exceeded individual sales goals while contributing to overall branch success.
- Processed transactions accurately and securely, maintaining strict adherence to financial regulations and bank policies.
- Mentored new employees, sharing best practices for efficient task completion and excellent customer care.
- Strengthened customer relationships through personalized service and follow-up communications.
- Increased account openings with proactive customer outreach and tailored product recommendations.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Certificate - Medical Secretary/Office Administration Course
The Sawyer School
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St. Mary’s Academy of the Visitation
Providence, RIAssociate of Science - Psychology
Community College of Rhode Island
Warwick, RISkills
Customer Service
Multi-tasking
Problem solving
Listening
Phone
cell, (401) 256-1361
Timeline
Identity Theft Claims Representative
Citizens Bank
09.2022 - 08.2025
C2C (Colleague to Colleague) Online Banking
Citizens Bank
09.2019 - 09.2022
Retail Customer Service Associate
Citizens Bank
07.2017 - 09.2019
Customer Service Call Center Rep - Retirement and Income Solutions
MetLife
01.2013 - 07.2017
Branch Customer Service Representative
AAA of Southern New England
06.2007 - 12.2012
Certificate - Medical Secretary/Office Administration Course
The Sawyer School
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St. Mary’s Academy of the Visitation
Associate of Science - Psychology
Community College of Rhode Island