Lalita N. Gardner
Lothian,MD
Summary
Customer Service Representative bringing top-notch oral and written communication skills, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Case Manager/Underwriting Assistant
Legal & General America
2005.10 - Current
- Help develop training program for a fast-expanding team in a high-demand environment
- Assist the Underwriter with processing applications for new life insurance policy
- Train new employees with new systems and procedures and assisted in completing 30-, 60-, and 90-day period appraisals for new hire employees
- Conduct accurate and professional application interviews and follow-up calls with proposed insureds to obtain all necessary personal and medical information
- Communicate directly with proposed insureds and other vendors (Inspection reports, MIB, APS’, exam, MVR, etc.) to perform case management by obtaining all outstanding underwriting requirements
- Communicate effectively with General Agents, proposed insureds, agents, underwriters, and vendors to meet and/or exceed company standards
- Demonstrate courtesy and diplomacy with internal and external customers (General agencies, agents, proposed insureds, underwriters, and Legal and General America Management) while exhibiting a sense of urgency, and confidentiality and maintaining a high level of customer service
- Complete training in Risk Management Assess and Controls
- Adhere to HIPPA laws
- Learn basic medical terminology
- Answer calls in a call center
- Answer any questions or concerns using the email platform
Education
No Degree - Criminal Justice
University of Maryland Global Campus
Adelphi, MD05.2025
Skills
- Staff Training
- Quality Assurance Controls
- Verbal and Written Communication
- Multitasking and Organization
- Case Notes
- MS Office
- Professional Telephone Demeanor
- Medical Terminology Knowledge
- Data Entry and Analysis
- Telephone Etiquette
- Active Listening
- Typing Proficiency
Accomplishments
- LOMA 290 - Insurance Company Operations
- LOMA 281 – Meeting Customer Needs with Insurance and Annuities
Timeline
Case Manager/Underwriting Assistant
Legal & General America
2005.10 - Current
No Degree - Criminal Justice
University of Maryland Global Campus
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