Lisa Austin
Reno,NV
Summary
Highly dedicated and organized professional with experience in the insurance industry, with a strong focus on helping others learn and grow in their positions as well. Goal-oriented coach who enjoys mentoring and playing a supportive role the development of colleagues' job experience. Expertise in claims processing, policy evaluation, claims review, and data entry. Proven track record of accurately and efficiently processing high volumes of claims while adhering to strict company policies. Focused on providing superior customer service and maintaining positive customer relationships, and well as building foundational and professional relationships with peers to assist in the overall company workflow.
Overview
1
1
year of professional experience
1
1
Certification
Work History
CCU Claims Onboarding Coach
Progressive
12.2023 - Current
- Coached new hires during the 8 week onboarding Academy process to become successful operational claims representatives.
- Demonstrated how to complete an entire claims process utilizing One Touch Care, including coverage and liability investigations.
- Assisted with creating and building One Notes for the new hires by providing templates, instruction and examples of work processes.
- Provided resources for reps in order to gain independency in their work efforts.
- Facilitated system set up during first week of onboarding process in Academy, including setting up fingerprinting appointments.
- Kept track of metrics by regularly reviewing reports to identify trends in behaviors revolving around contact efforts, efficiency and productivity of assigned reps.
- Led reps with sincere empathy and understanding by being relatable and transparent, but also held reps accountable for their work and behaviors.
- Organized and hosted Academy class meetings for work processes and expectations, and was successful in keeping reps involved and engaged by asking for participation and volunteers.
- Communicated with reps, peer coaches and members of leadership through several chats, and through face-to-face Teams calls to answer questions, provide feedback and to offer support on a daily basis.
- Volunteered and provided coverage for peer coaches regularly while they were out on PTO, by balancing my own workload and my peers' to ensure all job objectives and requirements were being met and completed satisfactorily.
- Remained flexible for site needs, and took on additional reps as needed when peer coaches transitioned out of the Academy Coach role.
- Mentored new coaches, facilitated huddles and meetings to explain coaching requirements, processes, reports and systems used in Academy.
- Provided supervisor assistance during times of needs, such as during catastrophic weather events that impacted both our leaders and peers.
- Built and nurtured lasting relationships with reps, peer coaches and leaders.
- Resolved customer escalations when the rep was unable to do so, needed assistance or at customer request.
- Performed root cause identification on under-performing reps to identify reasons behind their areas of opportunity, and used that knowledge to problem solve and help reps achieve their maximum success.
- Documented areas of opportunity and celebrated strengths in Intellilead, while providing feedback on both.
SENIOR CLAIMS REPRESENTATIVE AND MENTOR
Progressive
- Processed and analyzed customer claims with accuracy and attention to detail
- Managed a high volume of inbound and outbound calls, providing excellent customer service
- Communicated effectively both verbally and written when dealing with customers or colleagues
- Utilized effective problem solving techniques to resolve complex customer issues
- Maintained accurate records of all communications with customers
- Ensured compliance with federal, state, and company regulations related to claims processing
- Utilized knowledge of insurance policies and procedures to determine coverage eligibility
- Adhered strictly to departmental policies, procedures, and protocols while performing duties
- Transmitted claims for payment and further investigation
- Successfully resolved escalated claims to ensure customer satisfaction
- Provided advice and assistance to customers regarding their claims
- Interviewed or corresponded with claimants and witnesses to determine claim settlement, denial, or review
- Demonstrated ability to prioritize tasks based on urgency and importance
- Recognized potential fraudulent claims to move case to special investigative unit
- Collaborated with internal departments on escalated claims disputes
- Analyzed data from various sources to identify trends or patterns in claim activity
- Reviewed police reports or physical property damage to determine extent of liability
- Analyzed claims to determine extent of company's liability and make approval or denial decisions
- Performed quality assurance reviews of other representatives' work
- Monitored performance metrics and identified areas for improvement
- Mentored new hire on best practices for processing claims quickly and accurately
- Conducted structured and purposefully outlined bi-weekly review meetings with new hire, and reported a summary of each meeting to supervisor
- Collaborated with team on a daily basis to assist each other with complex claim situations, and to roundtable ideas and opinions on liability and coverage
- Consistently received positive feedback during monthly one-on-one reviews with supervisor, and welcomed constructive criticism for continued growth and proficiency.
IN-HOME CHILDCARE PROVIDER
Lil Monsters Home Daycare
San Andreas, CA
- Became licensed through the state of California to provide quality in-home childcare to local families
- Re-purposed a separate space within my family's homes to provide a safe and appropriate play, learning and resting space for infants, toddlers and preschoolers
- Continued regular and on-going education on the health, safety and development of children
- Continued education on business practices for in-home entrepreneurs including accounting, taxes, reporting requirements, mandates, and local and state laws
- Marketed occupancies for childcare enrollment through social media, local events, advertising within local schools and business outreach with professional brochures and flyers
- Maintained a full roster with long waiting lists for the entire duration of operational years
- Provided a safe, loving and educational environment for all ages of children with an extra focus and interest for children with developmental delays and those with special social-emotional needs
- Offered flexibility with daycare parents depending on their specific needs and home/work life situation while still maintaining boundaries, prioritizing respect, safety and most importantly the well-being of the children in my care
- Researched, bought and personally created daily educational curriculum that changed and was adjusted based on the group's needs, interests and developmental stages
- Remained hands-on, attentive, vigilant, and supportive at all times for children and their families
- Provided nutritious and delicious meals and snacks daily while being careful of food allergies
- Worked closely with many low-income, state subsidy families and enjoyed being able to provide comfort and relief during financially stressful times
- Provided safe, nurturing and comfortable space for each child to relax their bodies and minds for necessary growth and development
- Maintained a structured environment with both scheduled teacher-led activities and open child-led freeplay while encouraging imagination, creativity, kindness and safety
- Created lifelong close knit bonds with children and their families
- Proficient and certified in CPR and First Aid
- Maintained weekly accounting through QuickBooks and Paypal Business for billing and received tuition payments
- Kept logs of payments for end of year tax purposes for both my business and daycare families
- Created and designed parent handbook, logos, agreements and contracts
- Maintained confidential required files on all enrolled children as well as family members within my home, background checks, inspection reports, insurance and licensing data
- Trained as a mandated reported and have made necessary reports in the best interest of children and families to ensure their health and safety
- Provided a safe and educational outdoor play and learning space
- Remained state compliant at all times
- Created weekly menus for breakfast, lunch and snacks with helpful input of daycare children and shared menu with parents every week
- Created a private social media group for currently enrolled families where I posted daily updates, photos, videos, announcement and private messages to parents
- Meticulously cleaned and sanitized all toys, surfaces and bedding on a daily basis to maintain a healthy environment, especially during the pandemic which helped us avoid any major illnesses or long-term closures
- Assisted families in potty-training when children were developmentally ready and willing to begin
- Addressed behavior issues in a compassion and appropriate manner while holding safe boundaries
- Taught health and hygiene to children by regular hand-washing, tooth-brushing and appropriate play and boundaries.
ACCOUNTS RECEIVABLE SPECIALIST
Sender's Market, Inc.
Mountain Ranch, CA
- Received payments on customer accounts within a multi-company business including a grocery store, hardware store, lumber yard, storage units and truss company
- Process credit account applications and approved or denied based on management's criteria and my own professional discretion
- Made daily collection calls and efforts for customers with past-due balances
- Worked closely with and was trained as back-up for Accounts Payable Department, Receiving, the lead Accountant and all departments throughout each company when needed
- Learned and became familiar with the layout and each store and product information to provide excellent customer service
- Set entire business up with online data entry storage and file sharing through Google Drive
- Ran daily profit and loss reports in detail for grocery and hardware departments, and shared with lead Accountant
- Maintained lotto and ATM machines, ran reports and filled tills with cash as needed
- Distributed funds from company vault safe to all departments
- Processed all deposits and delivered them to local bank branch daily
- Did data entry for all departments, customers, vendors, reports and taxes
- Proficient in QuickBooks, all Microsoft Office programs, Google Drive, among multi accounting systems
- Trained employees and management at secondary location on new software and internal computer programs
- Managed fleet of semi and delivery trucks as well as heavy equipment by keeping updated records of required maintenance, driver's logs, and DMV paperwork
- Completed the foreclosure process on properties at company owner's request
- Planned and coordinated company gatherings and parties as well as quarterly meetings
- Assisted HR Department with non-classified employee information, health care options and payroll.
OFFICE TECHNICIAN
Glass Doctor of the Gold Country
Jackson, CA
- Received and recorded inventory from all vendors
- Created work orders and invoices for customer accounts and made collection efforts on those accounts via telephone, email, fax or other means
- Received and processed payments for lead Accountant
- Issued payment to vendors
- Assisted with payroll procedures, including preparing commissions for technicians
- Maintained social media outlets, such as Facebook with creative marketing strategies
- Dispatched and created schedules for technicians that were both under the best interest of the customer and the most profitable for the company
- Did follow up on accounts with pending orders and upsold on existing orders
- Placed order with vendors
- Provided quality customer service in person, over email and on the phone
- Processed glass claims with many insurance companies for windshield and auto glass repair and replacement.
CLASSIFIED/LEGAL ADVERTISING - OFFICE COORDINATOR
Calaveras Enterprise
San Andreas, CA
- Assisted Office Manager with payroll, accounts receivable and payable, aging reports, banking, etc
- In Intuit QuickBooks
- Responsible for processing billing, collecting payments and sending proofs of publication and invoices with the use of Intuit QuickBooks
- Maintained regular advertising clientele as well as prospected for new accounts via telephone, email, in person, cold-calling or by researching in competitor publications
- Helped provide customer service at the front desk, answered incoming calls and filtered to appropriate department as well as maintained subscription database and all required forms, spreadsheets and reports necessary
- Successfully sold and designed in-line listings, in print and online classified display ads, legal advertising and public notices
- Produced classified section pages in both Quark Xpress and Adobe InDesign and prepared section for printing.
ADVERTISING SALES AND ADMIN ASSISTANT
Calaveras Enterprise
San Andreas, CA
- Managed runsheets and dummy layouts for upcoming display ads
- Responsible for scheduling, upselling and managing pre-print insert advertisements
- Kept advertiser records for display ad reps, such as advertising agreements, contracts, insertion orders, etc
- Assisted with sales for special sections and coupon pages.
BINGO ATTENDANT
Jackson Rancheria Casino and Hotel
Jackson, CA
- Sold bingo buy-ins at point of sale station
- Sold additional bingo paper on the floor throughout the entire gaming session
- Was responsible for keeping a large amount of cash at all times, with little to no variances accepted
- Provided customer service for anyone in the casino with general questions about the facility, bingo, table games, slots tournaments, bus schedules, etc.
ADVERTISING ACCOUNT EXECUTIVE
Valley Yellow Pages
San Andreas, CA
- Maintained and upsold revenue and current ads while also selling new ads into the phone book
- Prepared contracts for advertisers and collected payments due at time of sale
- Was responsible for creating at least five pieces of spec ads for the art department weekly
- Promoted online listings and advertising in addition to print advertising
- Performed slideshows on PowerPoint for customers and provided supporting documents for sales calls.
ADVERTISING SALES REPRESENTATIVE
Calaveras Enterprise
San Andreas, CA
- Maintained monthly and regular newspaper advertisers
- Sold new advertising into the newspaper and often prospected in the public notice section to scout out new businesses in the county filing Fictitious Business Name Statements
- Managed the real estate pages of the newspaper which grew to eventually become its very own section
- Created spec ads for prospective advertisers and assisted the art department to produce the specs
- Worked closely with the accounting department so as to keep all advertisers current and up-to-date on their accounts and balances
- Attended town meetings and organized mixers to meet prospective clients and to promote the newspaper and any upcoming special sections.
Education
HIGH SCHOOL DIPLOMA -
Calaveras High School
CA06.2002
Skills
- Interpersonal skills
- Acute attention to detail
- Works well both independently and as a team
- Organized and neat
- Customer service oriented
- Multi-tasking
- Motivated self-starter
- Patient, kind and eager to learn new skills
- Natural teacher and leader
- Team Development
- Team motivation
- Effective Communication
Certification
All-line claims adjuster license
Additional Education
Scottsdale Community College, Scottsdale, AZ, Studied foreign language and communications.
Personal Information
Title: Senior Claims Representative
Awards
- Maintained high honor roll throughout entire high school career and graduated with 4.0 GPA
- Published in "Who's Who in America's Top Students" consecutively throughout high school.
Extracurricular Activities
Involved in extracurricular activities and organizations such as student council.
Timeline
CCU Claims Onboarding Coach
Progressive
12.2023 - Current
SENIOR CLAIMS REPRESENTATIVE AND MENTOR
Progressive
IN-HOME CHILDCARE PROVIDER
Lil Monsters Home Daycare
ACCOUNTS RECEIVABLE SPECIALIST
Sender's Market, Inc.
OFFICE TECHNICIAN
Glass Doctor of the Gold Country
CLASSIFIED/LEGAL ADVERTISING - OFFICE COORDINATOR
Calaveras Enterprise
ADVERTISING SALES AND ADMIN ASSISTANT
Calaveras Enterprise
BINGO ATTENDANT
Jackson Rancheria Casino and Hotel
ADVERTISING ACCOUNT EXECUTIVE
Valley Yellow Pages
ADVERTISING SALES REPRESENTATIVE
Calaveras Enterprise
HIGH SCHOOL DIPLOMA -
Calaveras High School