Lisa Osler
Livonia,MI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Customer Experience Supervisor
Clearcover Insurance Company
08.2021 - Current
- Implemented new training programs for new hires, resulting in 10% increase in final test scores and an average of 10% increased KPI's on go live date from prior training classes.
- Developed strong relationships with customers and agents by consistently providing excellent service and personalized attention. Maintained CSAT score of 97%. Team CSAT was 95.7%.
- Enhanced the quality of client interactions by regularly updating reference materials used by staff during consultations and troubleshooting scenarios by participating on the content team, process team, and the non-standard auto launch team.
- Conducted regular evaluations of staff performance, identifying areas for improvement and implementing targeted training initiatives as needed.
- Effectively managed escalated customer situations, working towards mutually agreeable resolutions.
- Streamlined processes to reduce wait times for customers from 30 seconds to team average of 10 seconds.
- Analyzed customer feedback data to identify trends and areas in need of improvement, focusing on process improvement.
- Led a team of customer and agent success representatives, fostering a supportive environment that encouraged growth and development. My team led the department with 60% promotion rate over a 3 year period.
- Coordinated cross-functional teams to address complex client issues promptly, ensuring comprehensive solutions were provided every time.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance while overseeing the teams 1500 contact events per week.
- Educated staff on strategies for handling difficult customers and challenging situations and reduced my teams escalations by 75%.
Liability Claims Adjuster
Allstate
10.2016 - 08.2021
- Maintained detailed records for each claim, ensuring accuracy and completeness for future reference and audit purposes.
- Established rapport with policyholders through clear communication, empathy, and professionalism during difficult circumstances and maintained a CSAT of 85%.
- Trained new adjusters on company policies and procedures, contributing to a well-prepared team of professionals.
- Reduced claims processing time by implementing efficient workflow strategies and prioritizing tasks.
- Evaluated coverage applicability for incoming liability claims; ensuring accurate payment allocation based on policy terms.
- Managed a caseload of complex liability claims, maintaining organization and meeting deadlines consistently with an average coverage investigation time frame of 4 days.
- Prevented fraudulent activity by conducting thorough investigations into suspicious claims and involving appropriate authorities when necessary.
Education
Associate of Science - Business Management
Schoolcraft College
Livonia, MI08.2018
Skills
- Training programs
- Multitasking and Prioritizing
- Problem-Solving
- Critical Thinking
- Adaptability and Flexibility
- Operations Management
- Organizational Development
Timeline
Customer Experience Supervisor
Clearcover Insurance Company
08.2021 - Current
Liability Claims Adjuster
Allstate
10.2016 - 08.2021
Associate of Science - Business Management
Schoolcraft College
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