La'Kendra Lester
McDonough,GA
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Analytical approach to business planning and day-to-day problem-solving.
Overview
16
16
years of professional experience
Work History
Casualty Claims Manager
GEICO
09.2022 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives, resource management, proper staffing and increased negotiation skills.
- Maintained a 90% answer rate 5% overdue diary and managed to keep my team's litigation percentage under 5%
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Prepared claim documents and/or reports (examples: contracts, market research, justifications & determinations, audit reports, negotiation objectives, or corrective action documents).
- Reviewed claims and other insurance documents to ensure adherence to terms and conditions or state specific regulations
- Wrote, edited and presented raining and technical information to adjusters and supervisors regionally and to executive leaders nationally.
- Planed and organized projects, estimated resources, coordinated with executive leaders and conducted all project phases.
- Tracked casualty department performance and engagements; advocated for and disseminated awareness of current facility management best practices.
- Served as an Operational Excellence specialist and performed and/or coordinated with supervisory and management staff to engage during the span of the project lifecycle from planning, authorization, funding, procurement, training documents, performance management, turnover and hiring.
- Coordinated annual staffing, budgets and training needs. As needed, coordinate the development of action plans and schedules for initiating multiple cross-functional projects, including projected personnel, equipment, and/or budget requirements. Established criteria for measuring performance success and customer satisfaction.
Casualty Claims Supervisor
GEICO
06.2011 - 09.2022
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- My team performed in the top 25% of the company annually my entire tenure as a supervisor.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Served as the casualty’s team principal 'problem solver' for identifying, analyzing, and resolving claim problems and complex issues. Developed new and 'cutting edge' solutions/courses of action that ensured all related issues are identified and effectively integrated as appropriate. Ensured that the appropriate senior leadership/managers or other service providers are alerted of any emerging issues, systemic problems, developing trends, etc. As necessary, coordinated with peers and senior leadership to implement solutions/courses of action
- Assumed a leadership role in coordinating annual staffing, budgets and training needs. As needed, coordinated the development of action plans and schedules for initiating multiple cross-functional projects, including projected personnel, equipment, and/or budget requirements. Established criteria for measuring performance success and customer satisfaction.
- Experienced in assisting with conducting variety of analytical studies and/or projects involving complex programs, systems, or issues having impact on multiple locations.
Casualty Claims Adjuster
GEICO
11.2007 - 07.2011
- Improved claim resolution times by efficiently managing caseloads and prioritizing urgent cases.
- Reduced litigation expenses for the company by negotiating fair settlements with claimants and attorneys.
- Maintained high customer satisfaction ratings by providing timely and empathetic responses to policyholders'' inquiries.
- Was the top performer in my region 2 consecutive years.
- Collaborated with fraud investigators to identify suspicious claims, resulting in significant cost savings for the company.
- Gathered and analyzed information to draw conclusions about price/cost value of the claim.
- Experience with assisting internal and external customers and/or management on a wide range principles, practices, and advisory services.
- The claims adjuster planed and conducted investigations relative to coverage, liability and damages which vary in levels of complexity and scope. The majority of the time was spent on investigations involving most or all of the following characteristics
- Provided expert guidance to junior adjusters, fostering a supportive work environment and increased efficiency within the department.
Education
Master of Arts - Publix Administration
National University
San Diego, CA 06.2010
Master of Arts - Sociology
San Diego State University
San Diego, CA05.2005
Skills
- Performance Management
- Expense Tracking
- Contract Management
- Business Development
- Staff Development
- Strategic Planning
- Complex Problem-Solving
- Performance Evaluations
- Team Leadership
- Risk Management
- Organizational Skills
- Emotional Intelligence
Accomplishments
- Supervised team of 30 staff members.
- Achieved introducing texting to claims associates by piloting and testing third party software to integrate into our claims system.
- Collaborated with team of 8 in the development of and field bodily injury claims handling team in metro Atlanta.
Licenses
I currently hold an adjuster license in South Carolina, North Carolina, Georgia and Louisianna.
Timeline
Casualty Claims Manager
GEICO
09.2022 - Current
Casualty Claims Supervisor
GEICO
06.2011 - 09.2022
Casualty Claims Adjuster
GEICO
11.2007 - 07.2011
Master of Arts - Publix Administration
National University
Master of Arts - Sociology
San Diego State University