Lakeshia Henderson
Anna,TX
Summary
Dynamic Process Claims Adjuster with drive and experience providing a superior level of customer service to clients. Bringing forth the ability to propertly investigate a situation and resolve claims quickly in accordance with company regulatory guildlines. Demonstraring consistent execution of best claim practices and a commitment to industy and company ethics.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Casualty Claims Adjuster
Liberty Mutual Insurance
12.2022 - Current
- Responsible for investigating, confirming, paying/denying, and resolving claims involving first party medical payments coverage or PIP (Personal Injury
- Protection)
- Review and Process reimbursement requests under the applicable 1st Party
- Medical Coverage based on fee schedules, policy terms, co-pays, and deductibles
- Analyze file documentation, medical bills, medical records, employment, wage information and other documentation provided
- Responds promptly to written or verbal inquiries from injured parties, medical providers, and attorneys
- Ensure PIP payment logs, claim information, policy information and payment information requested is provided within Statutory timelines
- Comply with local statutes on appropriate PIP/Med pay handling
- Build defense packets for Special Investigation Unit.
Senior Customer Service Representative
Liberty Mutual Insurance
04.2021 - 12.2022
- Working in a fast-paced call center environment taking inbound phone calls back-to-back with a structured schedule
- Held to high standards to meet/exceed targeted metrics and objectives related to schedule adherence, call handling time, and lead generation
- Proficiently utilizes online reference materials relating to auto policies to provide confident, accurate, and efficient
- Develops and maintains product, procedural, and technical systems, knowledge
- Cross-selling sales skills to educate customers and agents on new and existing insurance products & services
- Maintains and tracks accurate data in various computer systems.
Claims Representative
Globe Life, Lakeshia Henderson, page 1
07.2019 - 04.2021
- Assist with daily call volume (service level takes priority)
- Provide accurate resolutions to customer inquiries in a professional and courteous manner
- Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.)
- Meet Quality Assurance
- Requirements and other key performance metrics
- All other duties as assigned.
Education
High School Diploma - General Studies
Lincoln Humanities/Communications Magnet High School
01.1999 - 1 2002
Certificate of complection , National Security Policy Studies - undefined
Langston University
01.2003 - 1 2004
Skills
NegotiationCritical ThinkingDispute SettlementLitigationTriageClaimsHandlingProcess ImprovementSecurity ManagementLakeshia Henderson - page 2
Policy investigations
Policy investigations
Personal, casualty and property loss
Valuation knowledge
Negotiation and mediation skills
Familiar with fraud statutes
Claims
Insurance policy coverage knowledge
Accomplishments
Certification
Licensed property casualty - 2 years
Timeline
Casualty Claims Adjuster
Liberty Mutual Insurance
12.2022 - Current
Licensed property casualty - 2 years
04-2021
Senior Customer Service Representative
Liberty Mutual Insurance
04.2021 - 12.2022
Claims Representative
Globe Life, Lakeshia Henderson, page 1
07.2019 - 04.2021
Certificate of complection , National Security Policy Studies - undefined
Langston University
01.2003 - 1 2004
High School Diploma - General Studies
Lincoln Humanities/Communications Magnet High School
01.1999 - 1 2002