Lanisha Calhoun
San Antonio,TX
Summary
Dynamic professional with a proven track record at USAA, specializing in claims investigation and delivering exceptional customer service. Expert in estimating repair costs and adept at problem-solving, significantly improving claim resolution times. Skilled in insurance regulations and policy knowledge, ensuring high customer satisfaction and loyalty through effective communication and empathy.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
7
7
years of professional experience
Work History
Associate Property Adjuster
USAA
01.2023 - Current
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
- Scoped and photographed properties for defects and damage.
- Used xactimate to compile estimates for personal property and structure damage.
- Developed and maintained working relationships with independent adjusters and contractors to assist in prompt claims handling.
- Improved claim resolution times by efficiently managing a caseload of property claims.
- Supported team members in handling complex claims, sharing knowledge of specific policies and procedures as needed.
- Enhanced customer satisfaction by providing timely and empathetic communication throughout the claim process.
- Provided exceptional customer service while navigating sensitive situations involving property loss or destruction due to natural disasters or accidents.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Identified suspicious losses and contacted manager for investigative assistance.
Customer Service Representative
Progressive
01.2020 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Alorca
01.2018 - 01.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
Associate Of Business Administration - Business Administration And Management
Hillsborough Community College
Tampa, FLSkills
- Claims Investigation
- Estimating Repair Costs
- Technical knowledge
- Insurance regulations
- Customer Service
- Problem-Solving
- Insurance policy knowledge
- Time Management
- Attention to Detail
- Multitasking
- Excellent Communication
- Computer Skills
- Customer service and support
- Effective Communication
- Claims
- Workload prioritization
- Claims Processing
- Verbal Communication
- Insurance policy coverage knowledge
Timeline
Associate Property Adjuster
USAA
01.2023 - Current
Customer Service Representative
Progressive
01.2020 - 05.2021
Customer Service Representative
Alorca
01.2018 - 01.2020
Associate Of Business Administration - Business Administration And Management
Hillsborough Community College
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