Lisa Wesffield
Princeton
Overview
29
29
years of professional experience
Work History
Team Leader
NJM Insurance Group
01.2020 - Current
- Assist Team Supervisor in the management of team members.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Ensured a positive onboarding experience by addressing any concerns or issues promptly and effectively.
- Contributed to overall employee engagement by fostering an inclusive environment during the onboarding phase.
- Implemented mentorship programs to provide ongoing support for new employees during their first months at the company.
Customer Service Representative
NJM Insurance Group
06.2008 - Current
- Assisted customers in navigating company website and bill payment improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Provided excellent customer care by responding to request, processing payment and reviewing invoicing.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Improved risk assessment accuracy by conducting thorough investigations and evaluating insurance applications.
- Maximized underwriting efficiency with the implementation of automated systems for policy evaluations.
- Maintained compliance with industry regulations and company guidelines during all underwriting activities
- Reviewed policy documents before issuance, ensuring accuracy and conformance to approved standards.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
Senior Bodily Injury Adjuster
GMAC Insurance
04.2004 - 06.2008
- Enhanced claim resolution efficiency by implementing streamlined processes for evaluating bodily injury claims.
- Reduced claim processing time by developing effective strategies for negotiating settlements with claimants and attorneys.
- Increased customer satisfaction by providing timely and accurate updates on claim status and progress.
- Ensured compliance with state regulations through diligent review of medical records, police reports, and other pertinent documentation.
- Directed and coordinated various investigations conducted by field investigation team.
- Worked with private investigators and attorneys on preparation of evidence, witness statements and other documentation in preparation for trial.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Trained other claims staff members on proper handling and evaluation of injury claims.
- Researched and analyzed policy contracts to verify proper payment of claims.
- through effective collaboration with defense counsel during discovery phases and trial preparation efforts.
Claims Assistant
PLI Brokerage
03.1995 - 01.2002
- Improved customer satisfaction levels by providing timely, accurate, and empathetic support during the claims process.
- Coordinated with contracting department to resolve payer issues.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Collected premiums and issued accurate receipts.
- Processed and recorded new policies and claims.
- Calculated adjustments, premiums and refunds.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Monitored and managed claim expenses to control costs and maximize profitability.
- Scheduled medical appointments and claims depositions.
- Coordinated effectively between multiple departments such as underwriting, finance and legal teams ensuring smooth flow of information throughout the claims process.
- Maintained strong relationships with service providers for seamless coordination during claim resolutions.
- Collaborated with team members to expedite high-priority claims for faster resolution and improved client relations.
Education
Certification - Paralegal Certificate
Montclair State University
Montclair, NJ05.2022
Bachelor of Arts - Law And Justice
Rowan University
Glassboro, NJ05.1995
Skills
- Mentoring
- People Management
- Staff Education and Training
- Problem-Solving
- Onboarding and Orientation
- Teamwork and Collaboration
- Problem Solving
- Effective Communication
- Event Planning
- Self Motivation
- Organizational Skills
- Task Prioritization
Timeline
Team Leader
NJM Insurance Group
01.2020 - Current
Customer Service Representative
NJM Insurance Group
06.2008 - Current
Senior Bodily Injury Adjuster
GMAC Insurance
04.2004 - 06.2008
Claims Assistant
PLI Brokerage
03.1995 - 01.2002
Certification - Paralegal Certificate
Montclair State University
Bachelor of Arts - Law And Justice
Rowan University