Lacey Gomez
Austin,TX
Summary
Skilled in compliance and corporate communications, I excel in resolving customer complaints and enhancing corporate presentations. At GEICO INSURANCE, I leveraged Microsoft Office to analyze trends and improve processes, achieving significant improvements in customer satisfaction. My proactive approach and ability to develop strong relationships ensure effective problem-solving and process optimization.
Overview
10
10
years of professional experience
Work History
Compliance Analyst
Tesla Insurance Services
Austin, TX
09.2024 - Current
- Implemented corrective action plans when necessary following discovery of non-compliance issues.
- Responsible for tracking and responding to complaints received from the California Department of Insurance.
- Provided feedback to management regarding complaint trends.
- Investigated any suspected violations of the organization's compliance policies.
Subrogation Adjuster
Tesla Insurance Services
Austin, TX
12.2023 - 09.2024
- Performed quality control reviews of claims files prior to closure.
- Drafted correspondence related to claim investigations and settlements.
- Demonstrated excellent communication skills when interacting with customers.
- Communicated regularly with policyholders about their claims status throughout the entire process.
- Evaluated incoming requests from other departments regarding potential subrogation opportunities.
- Tracked progress made on each case using specialized software applications.
- Reviewed and evaluated subrogation claims to determine potential recovery opportunities.
- Developed relationships with external vendors in order to facilitate efficient handling of claims.
Claims Adjuster
Tesla Insurance Services
Austin, Texas
10.2022 - 12.2022
- Researched applicable laws related to automobile accidents or losses.
- Assessed damages to vehicles and property resulting from a variety of incidents.
- Ensured compliance with company policies and procedures as well as applicable state regulations.
- Interviewed claimants, witnesses, police officers, medical professionals and other parties involved in the claim.
- Investigated and analyzed auto insurance claims to determine validity, accuracy, and coverage.
- Determined liability based on facts gathered from investigations.
- Reviewed previous claims for possible fraud or misrepresentation of facts.
- Analyzed policy language to ensure compliance with state regulations and company policies.
Claims Advocate - General Liability
NEXT INSURANCE
Austin, TX
12.2021 - 10.2022
- Review assignments for fraud indicators and refer to special investigations
- Collaborate alongside operations and product management teams to improve systems and processes
- Complete thorough coverage and liability investigations
- Review estimates and invoices for accurate payment processing
- Provide quality customer service to insured and claimants throughout the claims process to deliver timely service
- Utilize Zendesk to manage open inventory of claims
- Follow all compliance guidelines in accordance with the Department of Insurance
- Maintain quality files which exceed department metrics and goals
Corporate Complaint Analyst
GEICO INSURANCE
Poway, CA
12.2018 - 12.2021
- Responsible for responding to corporate complaints that are forwarded to the Poway office from different entities such as The California Department of Insurance and The Better Business Bureau
- Reviewed complaints and worked directly with the management team to respond appropriately
- Tracked all complaints and analyzed the data regarding trends
- Developed team communications and information for quarterly meetings
- Performed various administrative functions, including filing paperwork, delivering mail, and sorting mail
Bodily Injury Claims Adjuster
GEICO INSURANCE
Poway, CA
03.2017 - 11.2018
- Reviewed medical records and settlement demands to effectively negotiate attorney represented and unrepresented claimants
- Examined forms to determine insurance coverage
- Prepared reports of findings in investigations
- Interviewed relevant parties to determine claim denial or settlement
Liability Claims Adjuster
GEICO INSURANCE
Poway, CA
05.2016 - 02.2017
- Responsible for handling and resolving disputed automobile claims and first party injury claims
- Main job functions are taking recorded statements, reviewing and analyzing claim documents, and communicating liability decisions to customers and other insurance carriers
- Evaluated original investigation reports and documents to resolve secondary concerns
Claims Customer Service Representative
GEICO INSURANCE
Poway, CA
06.2015 - 04.2016
- Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Promptly responded to inquiries and requests from prospective customers
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
Education
B.S - CHILD DEVELOPMENT, COUNSELING AND FAMILY SERVICES
CALIFORNIA STATE UNIVERSITY DOMINGUEZ HILLS
01.2014
Skills
- Administrative
- Corporate Communications
- Customer Complaint resolution
- Corporate Presentations
- Microsoft Office
- Google Suite
- Mac Applications
- Compliance
Timeline
Compliance Analyst
Tesla Insurance Services
09.2024 - Current
Subrogation Adjuster
Tesla Insurance Services
12.2023 - 09.2024
Claims Adjuster
Tesla Insurance Services
10.2022 - 12.2022
Claims Advocate - General Liability
NEXT INSURANCE
12.2021 - 10.2022
Corporate Complaint Analyst
GEICO INSURANCE
12.2018 - 12.2021
Bodily Injury Claims Adjuster
GEICO INSURANCE
03.2017 - 11.2018
Liability Claims Adjuster
GEICO INSURANCE
05.2016 - 02.2017
Claims Customer Service Representative
GEICO INSURANCE
06.2015 - 04.2016
B.S - CHILD DEVELOPMENT, COUNSELING AND FAMILY SERVICES
CALIFORNIA STATE UNIVERSITY DOMINGUEZ HILLS
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