Lindsey Lucas
Schertz,TX
Summary
At Caltex Protective Coatings, I excelled as a Senior Claims Specialist, leveraging my claims experience to maintain SLA, severity and customer relations . I spearheaded training programs and negotiated settlements within the negotiated deadlines. Developed and implemented team, and one on one training presentations, as well as on going coaching to ensure the team was giving the best customer service in accordance with the terms and conditions of the warranty.
Overview
10
10
years of professional experience
Work History
Caltex - Senior Claims Specialist
Caltex Protective Coatings
06.2014 - Current
- Followed up with customers on unresolved issues and escalations.
- Developed and implemented training presentations - Windshield, 8x8, and Damage resolution trainings.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Evaluated and settled complex warranty claims in strict timeframes with an increased dollar amount allowance.
- Identified warranty coverage limitations with thorough examinations of claims documentation and related records.
- Directed claims negotiations within allowable limit of $1000.00 and supported successful claim adjudication for advanced issues.
- Responded to customer requests for products, services, and company information.
- Implemented and developed customer service training processes - task list for training schedule, enhanced training documents, Developed quick reference guides.
- Promptly responded to inquiries and requests from Sales, Customers, Dealers and Agents
- Followed-through on all critical inter-departmental escalations to increase customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up claims supervisor.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- On going one on one coaching with reps to ensure better outcomes with claims processing.
- Collaborated with leadership to pin point areas that need additional training and carry out the requested training.
- Keep detailed records on the new programs being sold and special instructions for special dealership / agent agreements.
- QA closed and open to ensure we are processing claims in line with the departments operational standards.
Claims Specialist
Caltex Protective Coatings
06.2014 - 01.2021
- Followed up with customers on unresolved issues.
- Reviewed warranty and claims documents to verify required information and secure any missing information for claims resolution.
- Worked with Dealers and mobile techs expiate claims processing in alignment with procedures.
- Evaluated and settled complex warranty claims in strict timeframes.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Processed and recorded new policies and claims.
- Posted payments to accounts and maintained records and claims notes.
- Built and repaired relationships with key dealership.
- Submit payments to ensure techs, dealership, and customer receive the funds based on the claim resolution.
Education
Certification - Lean Six Signma
Villanova University
Villanova, PA03.2021
Certification - Hospitality Management
Alamo Community College - St. Phillips
San Antonio05.2003
Skills
- Policy/ Warranty Interpretation
- Investigative abilities
- Claims analysis
- Critical Thinking
- Claims Evaluation
- Settlement Negotiations
- Active Listening
- Decision-Making
- Relationship Building
- Claims Processing
- Expense Control
- Benefits review
- Coaching and Mentoring
- Professionalism
- Adaptability
- Teamwork and Collaboration
- MS Office
- Team Training
- Problem-solving abilities
- Analytical Thinking
- Customer service and support
- Reliability
- Claims
- Task Prioritization
- Denied claims identification
- Team Leadership
- Multitasking
- Time management abilities
Timeline
Caltex - Senior Claims Specialist
Caltex Protective Coatings
06.2014 - Current
Claims Specialist
Caltex Protective Coatings
06.2014 - 01.2021
Certification - Lean Six Signma
Villanova University
Certification - Hospitality Management
Alamo Community College - St. Phillips
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