Lauren Black
Borger,TX
Summary
Account Specialist with 15 years of experience in customer service and account management within the property & casualty and medical third-party insurance industries. Seen for showing professional, equitable, and customer service while creating strong relationships with clients, colleagues, and business partners. Proficient in Microsoft Office, Windows, Salesforce, Lead Manager, Agency Zoom, Quick Claim, SDS, WLT, and other third-party administrator software systems. Demonstrated ability to manage heavy workloads, prioritize multiple tasks, meet specific deadlines, and maintain strong organizational and communication skills in a fast-paced environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Manager and Licensed Agent
John Gramlich Allstate
02.2025 - Current
- Renewal reviews and retention specialist
- Run daily reports on pending cancellations and terminations as well
- Call new customers to welcome them to the agency
- Maintaining timely communication with customers and vendors to resolve ongoing issues including claims and eligibility.
- Problem-Solving while utilizing multiple different programs
- Helping with our sales team when needed
- Calling customers to help guide them with the claims process
- Led customer service team to enhance client satisfaction and retention rates.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Director of Patient Advocacy
FairPrice
02.2024 - 01.2025
- Negotiating contracts with providers and facilities
- Maintaining timely communication with Members, Hospitals, and doctors’ offices to resolve ongoing issues regarding single case agreements
- Assist members with balance bills from facilities or hospitals
- Problem-solving while utilizing multiple different programs.
Account Specialist and Licensed Agent
Cody Long Allstate
03.2023 - 02.2024
- Home and Auto quotes
- Run daily reports on financial statements
- Maintaining timely communication with customers and vendors to resolve ongoing issues including claims and eligibility.
- Problem-Solving while utilizing multiple different programs
Account Specialist
90 Degree Benefits
07.2016 - 03.2023
- Benefit and Claim Status verification as needed with members, agents, brokers, and HR departments.
- Maintaining timely communication with Agents, Brokers, and HR departments to resolve ongoing issues including claims, eligibility, implementations, and group renewals.
- Problem-Solving while utilizing multiple different programs and schedules.
- Providing monthly reporting of financials, verifying the accuracy of reports, and delivering within appropriate deadlines.
- Able to communicate thoroughly in multiple conference calls daily while taking excellent notes.
- Completing yearly HIPAA and PHI compliance training
Education
Bachelor of Science - Business Administration
Abilene Christian University
Abilene, TX12-2027
Associate of Science - Business Administration
Frank Phillips College
Borger, TX05-2023
Skills
- Communication: Strong written and verbal communication skills displayed through professional experience and recognized for the Outstanding Student Award in American History at Frank Phillips College (May 2022)
- Confidentiality & Compliance: Completed HIPAA Privacy and Compliance Training (February 2023) with a strong knowledge of confidentiality measures and sensitive information handling
- Time Management: Proven ability to efficiently multitask, prioritize responsibilities, and manage heavy workloads while successfully maintaining full-time employment and a full college course load (August 2022 – Current)
- Customer Service: Over 15 years of experience providing excellent customer service, conflict resolution, including de-escalation, and quick problem resolution for clients, customers, and vendors through phone and email communication
- Self-Motivated: Highly motivated professional with significant remote work experience in fast-paced, high-stress environments, demonstrating strong responsibility, productivity, and time management skills (October 2018 – Present)
Certification
Property and Casualty General Lines License- 2023
Timeline
Customer Service Manager and Licensed Agent
John Gramlich Allstate
02.2025 - Current
Director of Patient Advocacy
FairPrice
02.2024 - 01.2025
Account Specialist and Licensed Agent
Cody Long Allstate
03.2023 - 02.2024
Account Specialist
90 Degree Benefits
07.2016 - 03.2023
Associate of Science - Business Administration
Frank Phillips College
Bachelor of Science - Business Administration
Abilene Christian University