Laura Doswell
Lynchburg,Virginia
Overview
12
12
years of professional experience
Work History
Claims Customer Service Representative
Genworth Financial
Lynchburg, VA
04.2023 - Current
- Investigated claims and responded to customer inquiries about insurance coverage, claim status, and payment updates.
- Maintained up-to-date knowledge of all products and services offered by the company..
- Provided detailed explanations of insurance coverage and policy limitations to customers.
- Managed high-volume inbound and outbound calls to address customer inquiries and claims.
- Resolved customer issues efficiently and effectively with a focus on first call resolution.
Contact Center Representative
The Standard Insurance
Altavista, VA
04.2020 - 02.2023
- Interacted with clients via telephone and email to initiate claims, discuss claim status, and provide updates.
- Resolved customer complaints in a professional manner.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
- Reviewed medical records and documents submitted by claimants to ensure accuracy and completeness of information provided.
Inmate Records Clerk
Blue Ridge Regional Jail Authority
Lynchburg, VA
05.2018 - 04.2020
- Maintained accurate records of inmates in custody, including booking information, court dates, release and transfer documents.
- Processed incoming and outgoing inmate paperwork and documentation.
- Conducted periodic audits of inmate records to ensure accuracy and completeness.
- Ensured compliance with relevant laws, regulations and policies pertaining to prisoner rights and confidentiality.
- Performed basic administrative duties by answering calls, taking messages, data entry, typing tasks, faxing, and locating files upon request.
Customer Service Cashier
Virginia Department Of Motor Vehicles
Lynchburg, VA
07.2017 - 05.2018
- Received payment by cash, check, credit cards, vouchers or automatic debits.
- Maintained accurate records of transactions using the point-of-sale system.
- Provided information on DMV policies,payment plan options, and other related matters.
- Addressed customer questions and concerns regarding products and services and scheduled and conducted testing appointments.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
Assistant Team Leader
Surpass Calls LLC
Lynchburg, VA
09.2012 - 10.2013
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team performance against targets, taking corrective action where necessary.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Trained new staff in relevant processes and procedures.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
Education
High School Diploma -
E.C. Glass High School
Lynchburg, VA06-2010
Skills
- Call handling
- Workload Management
- Complaint resolution
- Payment Processing
- Data Entry
- Customer Service
- Training experience
- Problem-solving skills
- Claims review
- Accuracy and Precision
- Teamwork and Collaboration
- Analytical Thinking
- Multi-Line Phone Systems
Timeline
Claims Customer Service Representative
Genworth Financial
04.2023 - Current
Contact Center Representative
The Standard Insurance
04.2020 - 02.2023
Inmate Records Clerk
Blue Ridge Regional Jail Authority
05.2018 - 04.2020
Customer Service Cashier
Virginia Department Of Motor Vehicles
07.2017 - 05.2018
Assistant Team Leader
Surpass Calls LLC
09.2012 - 10.2013
High School Diploma -
E.C. Glass High School