Lakeisha Blaides
McKinney,TX
Summary
Results-driven professional with experience in Customer service, Insurance and Finance with a record in resolving complex billing issues. Proficient in critical thinking, time management, and effective communication. Committed to enhancing team dynamics and improving operational efficiency.
Overview
11
11
years of professional experience
Work History
Case Response Team Specialist - ECC Billing
State Farm Insurance Company
Richardson, Texas
2026.03 - Current
- Investigate and resolve complex cases, including executive escalations and unresolved issues.
- Conduct intensive research to locate missing payment.
- Perform research and collaborate with the complex team members (technical specialist and underwriting) in auto and fire divisions to resolve transaction errors and billing discrepancies.
- Apply independent judgment, reasoning and critical thinking to make decisions within a timely manner.
- Identify billing system errors and create Service Tickets as necessary.
- Resolve Service Tickets assigned to the billing department by performing account research and adjustments.
ECC Billing: Care Center Specialitst III
State Farm Insurance Company
Richardson, Texas
2024.07 - Current
- Provide policy breakdowns and bill explanations to agents to clarify policy changes.
- Process refunds
- Review, approve or deny hardship request based on established guidelines.
SFPP: Care Center Speicalist III
State Farm Insurance Company
Richardson, Texas
2022.11 - 2024.07
- Performed account maintenance for State Farm Payment Plan accounts.
- Processed work items and updated billing accounts on multiple applications.
- Navigated auto, fire, health, accounting and other application systems in conjunction with SFPP systems.
- Applied process guidelines and used independent judgment, reasoning and critical thinking to make decisions.
- Processed back office requests submitted by agents through QSS.
- Selected from a pool of over 500 employees for Spring 2024 Employee Development Journey Program to enhance leadership skills.
- Selected to record recruitment video for the billing department to attract external applicants.
Retention II
State Farm Insurance Company
Richardson, Texas
2023.02 - 2023.03
- Processed policy changes during the reassignment/ transition to SFPP.
Acquisition Specialist
State Farm Insurance Company
Richardson, Texas
2020.02 - 2022.11
- Leveraged sales, marketing and influence skills set to assist with the acquisition and retention of policyholders.
- Conducted upfront underwriting and analyzed the risk of customers to mitigate company losses.
- Paid attention to detail and used critical thinking to verify losses.
- Navigated Auto and Fire Answers and performed duties according to Underwriting Guidelines, Rate Manuals and Moratoriums.
- Communicated professionally and empathetically through phone and written correspondence.
- Managed multiple computer applications in a fast-paced, collaborative environment.
- Clarified insurance terminologies and advised customers on necessary documentation for agents.
Trusted Gold Advisor -Licensed CSR
Liberty Mutual Insurance Company/ Safeco Insurance
Plano, Texas
2016.10 - 2018.02
- Adjusted auto, home and specialty products in accordance with state, local and internal procedures.
- Maintained new customer lead generation by a 7%margin based on companywide monthly goal and metrics.
- Cross-checked over 600 current accounts per month to validate policyholder information, edited discrepancies, reinstated inactive or defaulted policies.
- Prepared five evidence of insurance memorandums per week to satisfy third-party and other agency interests.
Personal Banker
First National Bank Texas
Plano, Texas
2015.11 - 2016.10
- Opened new accounts and provided account advice to customers.
- Cross-sold bank products and services to enhance client engagement.
- Processed cash and checks for deposit transactions.
- Prepared cashier's checks, bank-to-bank wires, certificates of deposit.
Education
Bachelor of Science - Business Administration
University of The People
Pasadena, CABachelor of Science - Undergraduate Certificate in Marketing
University of The People
Pasadena, CABachelor of Science - Undergraduate Certificate in Strategy
University of The People
Pasadena, CAAssociate of Science - Hospitality Management
Trinidad Hospitality And Tourism Institute
Port Of Spain, Trinidad W.ISkills
- Critical thinking and analysis
- Effective Communication
- Organizational skills
- Time management strategies
- Multitasking
ACCOMPLISHMENTS
- State Farm's Good Act Award 2021
- First National Bank Dallas Region: Employee of the month (January, February, May 2016)
- Recorded State Farm's recruitment video for the billing department (2024)
TECHNICAL
- Operational Service Cloud
- AIS/ BPUI/Majesco
- Rumba: Auto/ Fire/ Health/ Accounting
- PSUI
- Service Now
- Control D
- One Note
Timeline
Case Response Team Specialist - ECC Billing
State Farm Insurance Company
2026.03 - Current
ECC Billing: Care Center Specialitst III
State Farm Insurance Company
2024.07 - Current
Retention II
State Farm Insurance Company
2023.02 - 2023.03
SFPP: Care Center Speicalist III
State Farm Insurance Company
2022.11 - 2024.07
Acquisition Specialist
State Farm Insurance Company
2020.02 - 2022.11
Trusted Gold Advisor -Licensed CSR
Liberty Mutual Insurance Company/ Safeco Insurance
2016.10 - 2018.02
Personal Banker
First National Bank Texas
2015.11 - 2016.10
Bachelor of Science - Business Administration
University of The People
Bachelor of Science - Undergraduate Certificate in Marketing
University of The People
Bachelor of Science - Undergraduate Certificate in Strategy
University of The People
Associate of Science - Hospitality Management
Trinidad Hospitality And Tourism Institute