LaKesha Hicks
Cypress,TX
Summary
Results-driven professional with extensive experience in claims management and liability analysis. Known for exceptional problem-solving skills, effective collaboration, and a strong commitment to customer service. Eager to leverage expertise to drive operational efficiency and improve client relations.
Overview
1
1
Language
10
10
years of professional experience
Work History
Claims Analyst
LegalEase LLC
Houston, TX
02.2024 - 08.2026
- Handled initial claims intake, reviewed and updated case documentation for accuracy and completeness of submitted claims.
- Analyzed and processed legal claims submitted by members and network attorneys.
- Collaborated with clients, plan members, and legal providers to resolve documentation issues and verify coverage details.
- Facilitated discussions with internal departments and external vendors to resolve disputed claims.
Queue/Fire and Theft Adjuster
GEICO
Katy, TX
09.2022 - 07.2023
- Managed claim processing for vehicle-related incidents, including fires, thefts, vandalism, and suspicious damage, ensuring timely resolution for claimants.
- Specialized in fraud detection by collaborating with investigation units to confirm ownership and report details.
- Conducted 60 to 130 inquiries with claim parties to gather pertinent information.
- Assisted in information gathering through conducting interviews with relevant witnesses.
- Followed up with claim parties through outbound calls to gather information and address concerns, documenting each case for future reference.
- Ensured accurate documentation of claims activities, facilitating compliance and supporting thorough record-keeping.
Coach
GEICO
Katy, Texas
06.2019 - 09.2022
- Developed tailored coaching plans based on individual employee needs and skills.
- Provided regular constructive feedback to improve employee performance and organized training sessions, drills, and exercises to improve technique, agility, and strength individually and as a team.
- Guided new hires through transition from classroom learning to managing live claims, using internal claims software and tools to improve efficiency, negotiate during liability investigations, and develop customer advocacy skills.
- Monitored live or recorded calls to ensure compliance with high-quality customer service standards.
- Collaborated with management to develop and implement effective team engagement strategies.
Liability Claims Adjuster
GEICO
Katy, TX
10.2016 - 06.2019
- Obtained statements from policyholders and involved parties for detailed claim analysis, gathering crucial information to support claims processing.
- Investigated claims through document reviews and targeted interviews, clarifying circumstances to ensure accurate claim assessments.
- Assessed accident details to determine fault and facilitate repair guidance.
- Verified compliance with state regulations and company standards throughout claims procedures.
- Maintained accurate documentation of claim status in internal systems.
- Managed high-volume calls to provide prompt assistance to customers, enhancing overall customer satisfaction.
Education
Associate of Science - Nursing
Louisiana Delta Community College
Tallulah, LA05-2007
High School Diploma -
Tallulah High School
Tallulah, LASkills
- Claims processing
- Fraud detection
- Documentation accuracy
- Software proficiency
- Computer skills
- Time management
- Multitasking
- Problem-solving
- Customer support
- Written communication
- Claims training
Languages
English
Full Professional
Accomplishments
- Call Quality Awards(s)
- Excellent Survey Award(s)
- Coach of The Year Award
- Employee of the Month Award(s)
- Recognition Award (s)
Timeline
Claims Analyst
LegalEase LLC
02.2024 - 08.2026
Queue/Fire and Theft Adjuster
GEICO
09.2022 - 07.2023
Coach
GEICO
06.2019 - 09.2022
Liability Claims Adjuster
GEICO
10.2016 - 06.2019
Associate of Science - Nursing
Louisiana Delta Community College
High School Diploma -
Tallulah High School