Summary
Overview
Work History
Education
Skills
Timeline
Generic

LAWRENCE CARRINGTON

FORT WORTH

Summary

Detail-focused Customer Service Supervisor with extensive experience in coaching and developing teams to deliver exceptional customer service. Proven ability to analyze performance metrics and implement strategies that enhance operational efficiency, fostering a collaborative, high-performing work environment. Skilled in resource allocation and regulatory compliance, effectively driving team success in meeting and exceeding business objectives.

Overview

13
13
years of professional experience

Work History

Director/Producer

SITE Productions LLC
04.2015 - Current
  • Oversee promotional events, achieving audience engagement.
  • Lead projects precisely, delivering high-quality results.
  • Utilize editing tools, ensuring polished final products.
  • Fostered a creative team environment, leading to improved collaboration and timely delivery of multiple projects without compromising quality.
  • Analyzed audience feedback to refine promotional strategies, driving substantial improvements in event participation and brand reach.
  • Maintained strict oversight of creative budgets, ensuring resource allocation was cost-effective while meeting production goals.
  • Directed multifaceted promotional events, enhancing audience engagement and driving measurable growth in brand awareness.

Claims Adjuster

Progressive Insurance
Arlington
01.2023 - 07.2024
  • Analyze claims for accurate settlements and policy interpretation, enhancing compliance.
  • Conduct interviews and gather data to validate claims, improving resolution accuracy.
  • Prepare detailed documentation for efficient processing and smoother audits.
  • Collaborate with medical professionals to assess treatment needs for optimal outcomes.
  • Guide claimants through the process, fostering trust and enhancing satisfaction.
  • Conducted in-depth interviews with claimants and witnesses, producing detailed reports that significantly enhanced claim resolution efficiency.
  • Prepared comprehensive documentation for each claim, ensuring compliance with policies and streamlining the auditing process.
  • Utilized strong communication skills to guide claimants, fostering trust and contributing to noticeable improvements in client satisfaction.

Supervisor

HealthEquity
Irving
01.2020 - 01.2022
  • Coordinated team calls, improved service levels, and ensured satisfaction.
  • Remotely supervised a team of over 20, driving sustained high CSAT scores through a focus on accountability and performance excellence.
  • Analyzed customer service metrics using Salesforce and Verint, pinpointing improvement areas that resulted in noticeable gains in team performance.
  • Implemented streamlined workflows, clarifying employee roles, leading to marked improvements in operational efficiency and task completion.
  • Coordinated bi-weekly calls with program managers, enhancing communication and proactively addressing trends that impacted service delivery.
  • Elevated team performance by implementing targeted training programs, fostering accountability, which led to sustained high CSAT scores.
  • Utilized Salesforce and Verint to analyze customer service metrics, identifying key areas for improvement and driving noticeable gains in team productivity.

Customer Service Representative

Wageworks/HealthEquity
Irving
01.2018 - 01.2020
  • Resolved billing issues, enhancing client retention, and satisfaction.
  • Updated records with precision, maintaining data integrity.
  • Built strong client relationships, increasing loyalty.
  • Collaborated on product updates to ensure regulatory compliance.
  • Transformed dissatisfied clients into loyal customers.
  • Cultivated strong client relationships, leading to noticeable improvements in customer satisfaction, and retention rates.
  • Maintained precise records and performed regular audits, upholding data integrity, and enhancing operational efficiency.
  • Experienced using medical programs such as COBRA, FSA, and HSA programs.
  • Collaborated with the medical department in order to finalize customer billing information.

Social Media Advisor

C&M Home Health and Nurse’s Aide Academy
Cedar Hill
01.2012 - 01.2018
  • Launched website, improving user experience.
  • Analyzed insights, refining content strategy.
  • Boosted event attendance, streamlining access.
  • Enhanced engagement, through targeted campaigns.
  • Delivered insights, for strategy development.

Education

Diploma -

Ranchview High School
Irving, Texas
01.2012

Skills

  • Team Leadership
  • Performance Metrics
  • Regulatory Compliance
  • Resource Allocation
  • Coaching Skills
  • Data Analysis
  • Collaborative Relationships
  • Communication Skills
  • Talent Acquisition
  • Problem Solving
  • Leadership
  • Project Management
  • Customer Service
  • Team supervision
  • Time management
  • Medical collaboration

Timeline

Claims Adjuster

Progressive Insurance
01.2023 - 07.2024

Supervisor

HealthEquity
01.2020 - 01.2022

Customer Service Representative

Wageworks/HealthEquity
01.2018 - 01.2020

Director/Producer

SITE Productions LLC
04.2015 - Current

Social Media Advisor

C&M Home Health and Nurse’s Aide Academy
01.2012 - 01.2018

Diploma -

Ranchview High School

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