Lisa Lane
Cincinnati,OH
Summary
Dynamic and results-driven professional with extensive experience at Liberty Mutual, excelling in complex problem resolution and critical thinking. Proven track record in enhancing customer satisfaction and streamlining claims processes. Adept at analyzing data to drive process improvements, while effectively collaborating with cross-functional teams to achieve operational excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Catastrophe Resolution Specialist II
Liberty Mutual
01.2024 - 09.2025
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Analyzed case data to identify trends and recommend process improvements for enhanced efficiency.
- Collaborated with cross-functional teams to streamline resolution processes and enhance customer satisfaction.
- Maintained accurate records of customer interactions and resolutions within internal systems.
- Provided training support to new team members on company policies and resolution strategies.
- Developed resources to assist customers in navigating claims processes effectively.
Property Claims Specialist
Liberty Mutual
03.2021 - 01.2024
- Evaluated property claims to determine validity and coverage based on policy terms.
- Collaborated with adjusters and contractors to facilitate efficient claims processing.
- Analyzed loss documentation to ensure compliance with underwriting guidelines.
- Communicated effectively with policyholders, providing updates and clarifications on claim status.
- Reviewed repair estimates for accuracy, ensuring alignment with company standards.
- Ensured accurate documentation of property claims, facilitating smooth communication between all parties involved.
- Conducted thorough investigations to establish the validity of each claim and prevent potential fraud.
- Coordinated with contractors and vendors for prompt repair or replacement of damaged properties, minimizing downtime for clients.
Total Loss Specialist
Liberty Mutual
12.2019 - 03.2021
- Evaluated complex insurance claims to determine total loss and settlement options.
- Collaborated with policyholders to gather necessary documentation and information for claim processing.
- Analyzed accident reports, repair estimates, and vehicle valuations to assess damages accurately.
- Developed comprehensive reports detailing findings and recommendations for management review.
- Consistently met or exceeded performance metrics related to claim cycle times and customer satisfaction ratings.
- Investigated potential fraud cases, protecting company assets from false or exaggerated claims.
- Managed a high volume of claims, ensuring timely resolution and adherence to company guidelines.
- Issued payouts to claimants.
Auto Claims Adjuster
Liberty Mutual
02.2019 - 12.2019
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Analyzed case data to identify trends and recommend process improvements for enhanced efficiency.
- Collaborated with cross-functional teams to streamline resolution processes and enhance customer satisfaction.
- Maintained accurate records of customer interactions and resolutions within internal systems.
- Provided training support to new team members on company policies and resolution strategies.
- Developed resources to assist customers in navigating claims processes effectively.
Education
Diagnostic Medical Sonography
Cincinnati State Technical And Community College
Cincinnati, OHSkills
Critical thinking
Certification
- Florida Adjuster License
Timeline
Catastrophe Resolution Specialist II
Liberty Mutual
01.2024 - 09.2025
Property Claims Specialist
Liberty Mutual
03.2021 - 01.2024
Total Loss Specialist
Liberty Mutual
12.2019 - 03.2021
Auto Claims Adjuster
Liberty Mutual
02.2019 - 12.2019
Diagnostic Medical Sonography
Cincinnati State Technical And Community College