Laurie Blackburn

Work History

Insurance Auto Auctions, IAA

08.2022 - Current

Manage team of 10 - 20 inbound call center employees, delegated tasks and held each employee accountable for completing assignments.
Responsible for tracking attendance, FMLA, Leave of Absence and any other time off.
Provide corrective action, coaching and feedback.
Ensure agents meet KPI requirements through call assessments and claim audits.
Lead team meetings as well as attended department and regional meetings.
Handle escalated calls as necessary.
Succession planning and development of employees to prepare them for future opportunities.
Human Resources aspects from onboarding up to termination.
Achieved team adherence goals every month since moving to this role.
Developed multiple employees resulting in their promotion.
Oversee employee performance, corrected problems, and increased efficiency to maintain productivity targets.

Insurance Auto Auctions, IAA

10.2021 - 08.2022

Worked with owners, insurance companies and lenders to ensure smooth transfer of titles on total loss vehicles.
Follow DMV rules and regulations for specific state.
Assist owners, lienholders and providers with title procurement process.
Dealt with insurance documents, estimates, evaluations and all other legal paperwork required.
Reviewed and approved documents received back from owners, lenders and insurance companies for compliance.
Achieved department goals in adherence and quality.

Wells Fargo

09.2019 - 10.2021

Manager in financial crimes banking call center environment as part of risk management team.
Provide coaching and feedback, process timecards, yearly reviews, monthly one on ones, team meetings, special projects, closing and nightly reports.
Responsible for interviewing new candidates and terminating employees as necessary.
Train employees on new processes and procedures as well as ensure they are using skills properly after training.
Perform fraud investigations for escalated complaints.
Closed call center daily and processed daily reports remotely and in person.
Implemented Covid 19 protocols.
Succession planning and development of employees to prepare them for future opportunities.
Worked closely with human resources from onboarding through separation.
Use Medallia customer surveys to research service provided and how we are viewed by market we service.
Follow up with customers and employees to improve their experiences.

Wells Fargo

10.2017 - 09.2019

Maintained high production and quality scores while solving complex customer concerns and determining root cause origin.
Used superior decision-making and analytical skills while working through complaints when identifying risk and mitigation escalations.
Serviced customer complaint calls from lines of business as well as directly from customers.
Demonstrated independent critical thinking and superior customer service skills when researching and resolving complaints both orally and in writing.
Thoroughly researched and resolved verbal and written complaints while managing caseload, monitoring personal queue and adhering to service levels.
Managed project to bring aged claims back into SLA and was successful in closing 80% of aged claims within one week of receipt.

Allstate Insurance

07.2012 - 10.2017

Track, capture and maintain critical, time-sensitive customer personal information.
Working with multiple operating systems, multitasking is a must.
Researched customer portfolios for thousands of Allstate policy holders that had been merged together with other policy holders in error.
Maintain client privacy.
I was in charge of the production committee which finds ways to help improve current production numbers as well as the recognition committee which plans events to recognize excellent achievement among my team.