LaShay Neloms
Akron,OH
Work Preference
Summary
Analytical business professional with more than 10 years of experience supporting business operations, customer relationships, risk analysis, and process improvement across insurance and financial services. Skilled at evaluating complex information, identifying discrepancies, conducting research, and collaborating with cross-functional teams to support informed business decisions. Recognized for improving operational accuracy, maintaining regulatory compliance, resolving complex issues, and delivering exceptional service to both internal and external stakeholders. Adept at managing competing priorities while building trusted relationships and driving organizational success.
Overview
9
9
years of professional experience
Work History
Associate Underwriting I
Vanliner Insurance
Richfield, OH
12.2022 - Current
- Reviewed applications and supporting documents to evaluate risk, identify additional documentation needed and make appropriate decisions regarding underwriting.
- Maintained knowledge of current industry trends and regulatory changes affecting underwriting processes.
- Provided technical expertise related to underwriting policies and procedures when requested.
- Identified discrepancies between application data and third-party sources used during the underwriting process.
Customer Relations Manager
Progressive Insurance
Mayfield Heights, OH
12.2018 - 12.2021
- Cultivated impactful relationships with customers and coworkers and drove business development by delivering product knowledge.
- Informed customers about billing procedures, processed payments, and provided payment setup assistance.
- Monitored client accounts and transactions, identifying trends, fraudulent behavior, and unaddressed problems.
- Verified confidential information between several relevant sources and upheld privacy and security requirements established by regulatory agencies.
- Created and sustained a positive team environment, displaying high motivation levels and excellent morale.
Claims Representative
Homesite Insurance
Akron, OH
06.2018 - 11.2018
- Offered exceptional customer service by effectively communicating information and actively listening to provide timely service.
- Researched and reviewed information to determine the validity of insurance claims and contacted companies and customers about decisions.
- Collaborated with the field support team, including the claim manager, quality control, file review, team lead, and adjusters, to deliver support specific to the claim assignment.
- Explained loss coverage, assisted policyholders with itemizing damages, and coordinated alternative living arrangements.
- Identified suspicious losses to conduct further investigations.
Bank Teller
Fifth Third Bank
Castleton, IN
08.2017 - 05.2018
- Delivered exceptional service to customers in person or over the telephone.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits, and pricing.
- Investigated and resolved customer concerns on personal savings, checking, and lines of credit accounts.
- Met or exceeded sales goals by promoting products and services in every interaction.
Sales Representative- Team Lead
Time Warner Cable-Spectrum
Akron, OH
03.2015 - 07.2017
- Personally handled 80+ tech support, sales, and customer service calls daily, consistently achieving a 97% or above customer satisfaction rating over my career.
- Preserved solid and professional relationships by identifying client needs, providing respectful character, and upholding integrity.
- Led sales planning, development, and account managers to grow existing accounts and establish new sales accounts.
- Mentored, coached, and supported 15 team members by offering mock calls, constructive feedback, and taking an interest in long-term career growth.
- Exceeded individual and team sales goals; received a top seller bonus for 11 months consecutively.
Education
Master of Arts - Psychology
The University of Arizona Global Campus
Chandler, AZ06.2022
Bachelor of Arts - Psychology
Kent State University
Kent, OH12.2018
Skills
- Customer service/ Care (10 years)
- Microsoft Office (10 years)
- Quality assurance (4 years)
- Insurance knowledge
- Research and data-analysis (8 years of combined educational and professional training)
- Critical thinking
- Time management
- Verbal and written communication
- Problem-solving
- Adaptability
Timeline
Associate Underwriting I
Vanliner Insurance
12.2022 - Current
Customer Relations Manager
Progressive Insurance
12.2018 - 12.2021
Claims Representative
Homesite Insurance
06.2018 - 11.2018
Bank Teller
Fifth Third Bank
08.2017 - 05.2018
Sales Representative- Team Lead
Time Warner Cable-Spectrum
03.2015 - 07.2017
Master of Arts - Psychology
The University of Arizona Global Campus
Bachelor of Arts - Psychology
Kent State University