Layla O'Brian
Charleston,SC
Summary
Communicative insurance customer service professional motivated to maintain member satisfaction and further my development within the industry. History managing large amounts of inbound calls and sustaining satisfactory relationships with insureds. Highly adaptable to any environment, with outstanding active listening and multitasking abilities.
Overview
6
6
years of professional experience
Work History
Member Advocate
PURE Insurance
Charleston, SC
10.2023 - 04.2024
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
- Researched relevant laws, regulations, legal decisions and precedents to determine appropriate course of action.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Reviewed medical records, police reports and other documents related to claim investigations.
- Conducted interviews with claimants, witnesses and medical professionals to obtain additional information about the claim.
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Negotiated settlements with claimants or their representatives in order to resolve disputes quickly and economically.
- Determined reserves for each claim based on estimated costs of settlement or defense.
- Developed relationships with attorneys, experts and vendors in order to ensure prompt service when necessary.
- Maintained accurate documentation of all claim activity within designated system.
- Worked collaboratively with team members across multiple departments; identified areas where processes could be improved.
Member Services Associate
PURE Insurance
Charleston, South Carolina
05.2022 - 10.2023
- Delivered fast, friendly, and knowledgeable service to meet the needs of each member.
- Assisted members by finding solutions to complaints, concerns and inquiries.
- Efficiently handled large call volumes, incoming email inquiries, as well as follow ups on open cases simultaneously.
- Processed policy endorsements, resolved complex billing discrepancies, and assisted in processing payments for members and brokers.
- Mentored junior team members and new hires as part of a "buddy" program.
- Consistently maintained or exceeded Member Services Associate expectations such as audit scores and phone occupancy.
Manager
Avalon Vapor LLC
Charleston, South Carolina
02.2019 - 05.2022
- Trained employees on shop operations to maintain top tier customer service and employee knowledge.
- Set sales and profit goals and implemented plans to correct performance deficiencies.
- Established positive rapport with customers, owners and team members to maintain positive and successful work environment.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Recruited and hired qualified candidates to fill open positions.
- Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances.
Receptionist
Folly Beach Family Dentistry
Folly Beach, SC
05.2018 - 11.2018
- Scheduled and confirmed appointments.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
Education
High School Diploma -
James Island Charter High School
Charleston, SC06.2019
Skills
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Successful time and project management
- Work well under time and accuracy pressures
- Data Entry and Maintenance
Timeline
Member Advocate
PURE Insurance
10.2023 - 04.2024
Member Services Associate
PURE Insurance
05.2022 - 10.2023
Manager
Avalon Vapor LLC
02.2019 - 05.2022
Receptionist
Folly Beach Family Dentistry
05.2018 - 11.2018
High School Diploma -
James Island Charter High School