Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Lindal

Brooklyn,OH

Summary

Senior Claims Representative with almost 10 years of experience in the customer service environment. A team player with a vast knowledge in claim handling and working with all types of personalities effectively. Known for collaborative approach and commitment to excellence.

Overview

10
10
years of professional experience

Work History

Call Center Team Lead

Fleet Response
07.2015 - 01.2022
  • Assisted reps on the floor with scenarios that were unique or with de-escalating an upset driver.
  • Oversaw operation of the call center with over 20 staff, handling approximately 350-400 calls per day
  • Trained all new hires in the department one on one
  • Orientation and initial classroom training – going over the systems in detail, as well as company standards and guidelines.
  • Assigning coaches to assist the new hires once they were taking calls on their own.
  • Providing continuous follow-up and re-coaching opportunities as needed.
  • Enforced attendance, punctuality, and behavior standards to keep team at peak performance levels.
  • Drove culture of continuous improvements with new approaches for customer communication and problem solving.
  • Measured and reported on key metrics, including call abandonment, wait times, length of calls and accuracy.
  • Implemented and enforced call center KPIs and metrics.
  • Monitored staff performance on the floor to identify deficiencies and implement proactive improvement plans. (Developed coaching and development plans to help them improve)
  • Assisted with handling the manager inbox and rental inbox.

Claims Representative

Fleet Response
01.2022 - 03.2023
  • Improved client satisfaction by providing timely and accurate information on claim status and resolution.
  • Developed strong relationships with clients, facilitating trust and open communication during the claims process.
  • Trained new Claims Representatives on company policies, procedures, and improving overall team productivity.
  • Reduced turnaround time for claims by prioritizing tasks and managing deadlines effectively.
  • Improved productivity, communication and relationships with clients that were feeling neglected.

Senior Claims Representative

Fleet Response
03.2023 - Current
  • Improved productivity by providing ongoing training and support to my team.
  • Mentored new hires while they learned their clients and providing a productive work environment for the team.
  • Managed a large volume of claims while maintaining strict deadlines and delivering consistent results under pressure situations.
  • Maintained strong knowledge of basic claim handling and helped others to understand procedures.
  • Consistently available to assist with tricky situations.
  • Encouraged the team to help others in the department when applicable.


Education

Bachelor of Arts - Secondary Education, English

Notre Dame College
South Euclid, OH
05.1997

Skills

  • Time management
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Multitasking
  • Organizing and prioritizing work
  • Reliability
  • Effective communication
  • Team building

Timeline

Senior Claims Representative

Fleet Response
03.2023 - Current

Claims Representative

Fleet Response
01.2022 - 03.2023

Call Center Team Lead

Fleet Response
07.2015 - 01.2022

Bachelor of Arts - Secondary Education, English

Notre Dame College

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Lisa Lindal