Lacey Ross
Northfield,Ohio
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
14
14
years of professional experience
Work History
Claims Logistics Analyst
Penske
06.2022 - Current
- Responsible for reviewing and analyzing insurance claims submitted by customers, ensuring accuracy and completeness, determining eligibility for coverage, calculating reimbursements, and resolving any discrepancies by investigating and communicating with involved parties, all while adhering to company policies and regulations
- Interacted with clients and employees, which helped cultivate positive working relationships.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Maintained claims data in EZ Claims systems.
Auto Claims Adjuster
Progressive
01.2019 - 06.2022
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Examined claims forms and other records to determine insurance coverage.
- Prepared summaries of damage, payments, and policy coverage.
- Verified insurance claims and determined fair amount for settlement.
- Answered customer questions regarding deductibles.
Customer Service Representative
Medical Mutual
12.2017 - 02.2020
- Responded to customer requests for products, services, and company information.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Custome Service Team Lead
Titan Insurance
07.2010 - 01.2017
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Evaluated customer service staff performance and provided constructive feedback.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Education
High School Diploma -
Independence High School
Independence, Ohio06-2006
Skills
- Complaint resolution
- De-escalation techniques
- Team management
- Claims investigation
- Multi-line phone system
- Claims trend analysis
Timeline
Claims Logistics Analyst
Penske
06.2022 - Current
Auto Claims Adjuster
Progressive
01.2019 - 06.2022
Customer Service Representative
Medical Mutual
12.2017 - 02.2020
Custome Service Team Lead
Titan Insurance
07.2010 - 01.2017
High School Diploma -
Independence High School
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