Lee Allen

• Managed first-line operations for claim specialists and associates, ensuring effective selection, training, and performance management.
• Reviewed and controlled claim activities, enhancing accuracy of investigations, evaluations, payments, and expense adjustments.
• Provided guidance on claims settlement procedures, company policies, insurance contracts, and legal requirements.
• Ensured compliance with company procedures and applicable federal and state laws.
• Identified events impacting customer service, providing timely updates to team members to facilitate informed decision-making.

• Managed a team of 11 Claims Adjusters to ensure accurate and timely handling of all Property Claims.
• Developed and implemented strategies for processing complex claims in order to maximize customer satisfaction.
• Reviewed, analyzed, and processed settlements based on policy coverage and applicable state laws.
• Collaborated with attorneys to review and prepare cases for settlement or litigation, ensuring legal compliance and strategic positioning.
• Negotiated with contractors and third parties to reach mutually beneficial agreements regarding property damage repairs or replacements.
• Ensured compliance with departmental policies, procedures, standards, and regulations.
• Monitored insurance companies' financial ratings to assess risk associated with policies and inform decision-making.
• Analyzed data trends to identify areas for improvement in claims process and enhance overall effectiveness.
• Researched relevant case law information in order to provide sound legal advice related to property claims issues.

• Conducted bi-weekly meetings with employees to discuss performance, engagement, and development which resulted in scores of 100% on Barometer and INSPIRE surveys.
• Engaged in weekly huddles to identify performance trends, review obstacles, communicate changes, and generate ideas which resulted in results of 90% and greater in quality and increases in other operational results.
• Collaborated with other Claims Service Leaders and direct reports on business and customer experience results and process requirements.
• Conducted performance reviews for team members, identifying improvement areas to align with organizational goals.
• Resolved escalated disputes between customers and internal personnel regarding claim filing or processing activities.
• Monitored daily staff workloads to optimize resource utilization and maintain operational efficiency.
• Identified root causes of recurring departmental problems, leading to enhancements in customer experience.
• Monitored reports to identify claims issues and worked with adjusters to resolve problems.

• Developed and implemented strategies for providing excellent customer service experience.
• Reviewed customer feedback and complaints to pinpoint specific areas for enhancing customer service processes.
• Monitored staff performance to ensure adherence to customer service standards.
• Conducted regular training sessions for staff on new products, services, and customer service techniques.
• Compiled reports on customer feedback, complaints, and suggestions for actionable insights during management reviews.
• Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes.
• Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
• Collaborated with marketing, sales, and IT departments to streamline customer service operations and improve overall service delivery.
• Maintained accurate records of customers' interactions with the company in order to provide better future services.

Maintained adherence to all applicable laws and regulations pertaining to Title IV Financial Aid Programs.

• Assessed compliance with regulations, ensuring adherence to Title IV Financial Aid Programs.
• Processed applications for student loans, grants, scholarships, and other forms of financial assistance.
• Coordinated with external agencies to collect accurate data on students' awards, supporting compliance and informed decision-making.
• Facilitated financial aid training sessions for staff and students, enhancing understanding of available resources.
• Collaborated with university staff members regarding changes in funding sources or program regulations that affect financial aid administration activities.
• Developed strategies to increase awareness of available resources among prospective and current students.
• Compiled reports on enrollment trends, awards disbursed, and budget expenses for management, aiding in strategic planning.
• Participated in meetings with campus administrators to discuss ways to maximize available resources while meeting the needs of individual students.