Khendal Lillard

• Maintained strong relationships with policyholders, agents, and colleagues by consistently demonstrating professionalism, empathy, and effective communication skills.
• Ensured compliance with state regulations and company policies through diligent review of all claim-related materials.
• Assisted clients in understanding their insurance coverage by explaining complex terms and conditions clearly and concisely.
• Met and exceeded monthly bodily injury goals set

- Met and exceeded goals set for the liability team.

- Effectively communicated with policyholders, claimants, agent, etc to resolve claims in a timely manner

- Demonstrated the ability to handle claims with minimal supervision/direction.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

- Gained a foundational understanding of the claims processes, policies, and settlement procedures.

- Effectively communicated with policyholders, agents, claimants, etc to resolve liability claims (property damage)

- Settled small injury claims within my auhtority

• Contributed to a positive work environment through effective communication and teamwork among colleagues.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted in training new customer service clerks, sharing best practices and providing guidance as needed.
• Issued receipts and processed refunds, credits, or exchanges.