Lauren Catherine Wojcik
Gilbert,AZ
Overview
13
13
years of professional experience
Work History
ECC Supervisor- FSL
State Farm
Tempe, AZ
03.2024 - Current
- Lead a team of associates who handle incoming contacts from our agency partners, assisting in resolving policy-related changes or issues.
- Manage escalated contacts from agency partners and sales leaders, working efficiently to determine the appropriate next steps and setting clear expectations, all while ensuring the needs of our insured remain a top priority throughout the resolution process.
- Oversee the performance of a team of underwriting associates within a fire service contact center.
- Conduct monthly meetings to provide associates with guidance on improving their performance across all measurable areas.
- Develop individualized action plans for associates to facilitate measurable growth and development.
- Serve on the Standard Work Process/Continuous Improvement Committee and Employee Onboarding Committee for PLCC in Tempe, with a strong focus on maintaining high morale, fostering a positive environment, and ensuring consistency across all HUB locations.
- Established a leader-led group of employees to address contact center pain points related to SFPP and SF Billing. This initiative enables associates from these business areas to collaborate, share best practices, and enhance efficiency. The goal is to achieve first-contact resolutions and improve service quality for our agency partners and, most importantly, our insureds.
Underwriter- AUL PLCC & MOD
State Farm
Tempe, AZ
09.2022 - 03.2024
- Handled Legacy West Central and MOD SG1 (Voice and Chat) PLCC AUL contacts to assist Agency partners in retaining profitable business and resolving conflict related transactions and activities.
- Assisted agents and team members in the migration to Policy Center as SG1 rolls out to NE, WI, and IL.
- Leader among my team; organized celebrations and in-office engagement activities, presented at huddles/team meetings, and seen as a resource among my peers.
Claims Specialist- Casualty Ownership
State Farm
Tempe, AZ
02.2020 - 09.2022
- Handled claims that were in litigation, complex, severe, large loss claims that were bodily injury, personal injury, or property damage liability losses.
- Communicated directly with State Farm CLC Attorneys and Panel counsel to work together in providing a defense for our insured’s.
- Reviewed and analyzed time limit demands, court documents, status reports from attorneys, medical records and medical bills.
Claims Specialist- Casualty Stewardship
State Farm
Tempe, AZ
01.2019 - 02.2020
- Handle all medical expense claims in relation to a bodily injury liability claim.
- Review ICD and CPT codes to ensure all medical expenses are related.
- Handle reimbursement of all expenses related to a property damage liability claim.
Certified Phlebotomy Technician
Banner Health (BUMC)
Phoenix, AZ
07.2019 - 09.2019
- Always provided excellent customer service to patients while following proper procedure.
- Performed routine, time study, and stat venipuncture in a Level 1 Trauma hospital.
Bodily Injury Claims Specialist
Liberty Mutual Insurance
Chandler, AZ
01.2018 - 01.2019
- Handle all medical expense claims in relation to a motor vehicle accident.
- Review ICD and CPT codes to ensure all medical expenses are related.
- These expenses can include wage loss, medical mileage, liens from hospitals, Medicare, and health insurance.
- Negotiate bodily injury settlements with represented and unrepresented claimants to resolve their injury claim.
- Performance measured based on a quality matrix for work product, case closure, and customer experience.
Claims Specialist- PIP/MPC
State Farm
Tempe, AZ
03.2016 - 01.2018
- Handled all medical expense claims in relation to a motor vehicle accident.
- Reviewed ICD and CPT codes to ensure all medical expenses are related.
- Worked within a call center environment that serves our internal and external customers throughout the claim handling process.
- Performance measured based on a quality matrix for both work product as well as customer experience.
CCC-Sales Supervisor
State Farm
Tempe, AZ
09.2014 - 02.2016
- Performance managed a team of sales associates within an inbound call center.
- Met weekly to provide associates with guidance of how to improve their performance in all measurable areas.
- Created individualized action plans for associates to provide measurable development.
- Served as site compliance coordinator for CCC-Sales Phoenix.
- Coached peers on the appropriate disciplinary action for compliance violations to maintain consistently throughout all call center locations.
Full-time Quote and Bind Sales Rep
State Farm
Tempe, AZ
10.2012 - 09.2014
- Quote and sold insurance products through an inbound call center environment.
- Assisted in training new hires on computer systems as well as job related guidelines and procedures.
- Developed and implemented training program for processing daily mail as it relates to business procedures to ensure a remarkable customer experience while decreasing mail errors.
Education
Bachelor of Science - Education, Physical Education
Illinois State University
Normal, IL12.2008
Skills
- Hardworking
- Goal-oriented
- Leader
- Adaptable
- Reliable
- Responsible
- Resourceful
- Self-driven
- Innovative mindset
- Teamwork
- Individual work
- Educator
- Highly organized
- Detail-oriented
- Critical thinker
- Extensive P&C knowledge
- Microsoft Office
- Excel
- Word
- Outlook
- PowerPoint
- Hercules
- Mitchell
- NECHO
- RUMBA
- ECS
- Workday
References
References available upon request.
Timeline
ECC Supervisor- FSL
State Farm
03.2024 - Current
Underwriter- AUL PLCC & MOD
State Farm
09.2022 - 03.2024
Claims Specialist- Casualty Ownership
State Farm
02.2020 - 09.2022
Certified Phlebotomy Technician
Banner Health (BUMC)
07.2019 - 09.2019
Claims Specialist- Casualty Stewardship
State Farm
01.2019 - 02.2020
Bodily Injury Claims Specialist
Liberty Mutual Insurance
01.2018 - 01.2019
Claims Specialist- PIP/MPC
State Farm
03.2016 - 01.2018
CCC-Sales Supervisor
State Farm
09.2014 - 02.2016
Full-time Quote and Bind Sales Rep
State Farm
10.2012 - 09.2014
Bachelor of Science - Education, Physical Education
Illinois State University