Lena Smith
Phoenix,AZ
Summary
Dedicated team-player with excellent leadership and communication skills. Has 20+ years of sales, service and claims experience; focus on property & casualty insurance as well as banking to include over 7 years of experience as a licensed mortgage officer. Brings a positive attitude and outlook to help reach company goals and objectives. Extremely flexible with scheduling / business needs.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Sr Multi-line Claim Advisor
CSAA Insurance Group
07.2017 - Current
- Acts as interim supervisor during supervisor PTO/leave for MLA
- Listens to calls for quality and provide feedback to advisor
- Participates in project work or special assignments including rotational opportunities
- Consistent top performer
- Licensed adjuster taking first notice of loss claim calls to assist insured/claimant with filing both auto and home claims; setting up necessary services as well as determining liability when appropriate.
- Assists peers in team chat
FNOL / Service Consultant
CSAA Insurance Group
07.2017 - 07.2022
- Act as team lead and/or project lead on numerous, ongoing initiatives and responsibilities
- Participates in project work or special assignments including rotational opportunities throughout Service
- Responsible for quality monitoring while on Quality Rotation
- Communication of Quality scores thru NICE Claims Intake Form
- Responsible for filing claims at first notice of loss; Online Claims SME responsible for filing first notice of loss from claims received through CSAA web portal
- Trained FNOL agents to complete FNOL online claims. Provide comprehensive level of service and support to CSAA members and club agents with focus on first contact resolution
- Provide insurance guidance and support to insured members of AAA
Sr Sales Agent
USAA Insurance
10.2004 - 08.2013
- Assist supervisor in coaching agents to improve quality results
- Responsible for taking Escalation calls/resolving caller issues satisfactorily
- Acquires and applies extraordinary knowledge of products, services and processes
- Expert product acquisition and/or member service techniques
- Recognizes life events, understands member’s needs and provides advice in order to deliver appropriate solutions to members
- Demonstrates exceptional knowledge of acquiring, servicing, and/or retaining products/services to include handling complex files/member complaints with World Class Service
- Delivered face-to-face support for members visiting the Financial Center for various products and services
Sr Customer Service Agent
Bank Of America
08.1997 - 09.2003
- Managed escalated customer scenarios to complete resolution through issue ownership for checking, savings and credit card accounts
- Serve as special liaison to Fraud department to assist with increased call volumes
- Cross-trained in various departments; Credit Card Customer Service – Business, Commercial, Consumer; Government Credit Card Collections; Consumer Credit Card Fraud
Education
Customer Service Excellence Award Q1/Q2 20
Top Performer
Multiple Monthly R&R Recognition Recipient2023 Top Talent
Skills
Communication
Building Relationships
Attention to Detail
Self-motivated
Team-player
MS Office proficient
Certification
Certificate of Completion in Automobile Insurance: Customer Service
Certificate of Completion in Telecommunications: Customer Service
Timeline
Sr Multi-line Claim Advisor
CSAA Insurance Group
07.2017 - Current
FNOL / Service Consultant
CSAA Insurance Group
07.2017 - 07.2022
Sr Sales Agent
USAA Insurance
10.2004 - 08.2013
Sr Customer Service Agent
Bank Of America
08.1997 - 09.2003
Customer Service Excellence Award Q1/Q2 20
Top Performer
2023 Top Talent
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