LILLIE WILLIAMS-GRAHAM
Jacksonville,FL
Summary
Experienced insurance professional with a strong history of improving customer satisfaction and efficiency. Looking to apply skills in claims management and customer service within a forward-thinking organization.
Licensed Claims Adjuster 6-20 Customer satisfaction achieved 95% at Bristol West and Farmers Insurance through effective inquiry resolution. Boosted claims processing efficiency by 30% via improved procedures and client education at St. Johns Property & Casualty Insurance. Raised client retention by 20% with stronger advisor relationships and tailored service at Go-Health. Collaborated across departments to resolve complex issues, improving service and turnaround times.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Solutions Representative Collector
Ally Financing
JACKSONVILLE, FL
05.2025 - Current
- Contacts auto loan customers about late payments, negotiates payment plans, understands delinquency reasons, and aims to bring accounts current.
- Balancing customer service with achieving collection metrics through persuasive communication and adherence to compliance rules in a fast-paced call center setting.
- Key duties involve outbound calls, skip tracing, documentation, maintaining professionalism, and potentially working flexible hours, all while receiving extensive training in negotiation, compliance, and problem-solving.
Customer Care Rep
Bristol West
04.2024 - 11.2024
- Delivered exceptional service to Farmers policyholders, resolving inquiries with a 95% first-contact resolution rate, contributing to overall customer satisfaction.
- Conducted in-depth consultations throughout the insurance lifecycle, enhancing customer understanding of coverage options and driving renewals.
- Identified trends in customer service feedback, leading to the implementation of process improvements that increased operational efficiency.
- Remote
Customer Care Rep
Farmers Insurance – Farmers Workplace Solutions
10.2022 - 04.2024
- Enhanced customer retention by 20% through effective communication and resolution of policy-related issues, fostering strong client relationships.
- Maintained comprehensive documentation of customer interactions, facilitating timely follow-ups and resolution of complex inquiries.
- Collaborated with cross-functional teams to ensure the resolution of customer concerns, improving service delivery and customer experience
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed multiple communication channels, ensuring timely responses to client needs.
- Documented customer interactions accurately in CRM system for improved service tracking.
- Collaborated with team members to streamline processes and improve response times.
Senior Benefits Consultant
Go-Health
08.2021 - 10.2022
- Developed and implemented client program designs that aligned with strategic objectives, resulting in an increase in client satisfaction and retention by 20%.
- Acted as a mentor to junior colleagues, promoting knowledge sharing and improving team performance through guidance and support.
- Spearheaded the preparation of Requests for Proposals (RFPs) and vendor analyses, streamlining the competitive marketing process.
- Remote
- Analyzed current benefit plans, recommending enhancements to improve employee satisfaction and retention.
- Developed comprehensive benefits strategies aligning with organizational goals and employee needs.
Owner/Operator
STEAMRAY Janitoral and Carpet Cleaning
09.2020 - 08.2021
- Oversaw work activities of 10-15 janitorial staff within commercial and industrial facilities.
- Delegated responsibilities, conducted inspections, and addressed complaints regarding janitorial services, implementing corrective measures as necessary.
- Processed purchase orders for supplies and equipment, managed inventory, screened candidates, provided training for new hires, and advised on terminations.
- Compiled and reported timekeeping data, including hours worked, overtime, and paid leave for personnel.
- Coordinated and distributed schedules and work assignments.
- Janitorial Service
Education
Bachelor of Science - Health Administration
University of North Florida
Jacksonville, Florida12.1998
Skills
- Customer Service & Retention
- Claims Management & Resolution
- Policy Coverage Consultation
- Effective Communication
- Problem-Solving & Critical Thinking
- Time Management & Organization
- Technical Proficiency in Insurance Systems
- Microsoft Co-Pilot
- Chat GPT
- Intranet
- MS Office Suite
- ADP
- Guidewire
- Policy Center
- Claims Center
Certification
- Accredited Claims Adjuster 6-20 License Florida State College of Jacksonville, Spring 2018
- Six Sigma e-Yellow Belt Florida State College of Jacksonville, Spring 2018
Timeline
Customer Solutions Representative Collector
Ally Financing
05.2025 - Current
Customer Care Rep
Bristol West
04.2024 - 11.2024
Customer Care Rep
Farmers Insurance – Farmers Workplace Solutions
10.2022 - 04.2024
Senior Benefits Consultant
Go-Health
08.2021 - 10.2022
Owner/Operator
STEAMRAY Janitoral and Carpet Cleaning
09.2020 - 08.2021
Bachelor of Science - Health Administration
University of North Florida