Lisa Lederhouse
Akron
Summary
Dynamic professional with a proven track record at Citi, excelling in client retention and cross-functional coordination. Recognized for enhancing customer satisfaction and streamlining compliance processes. Adept at problem-solving and time management, I consistently deliver impactful results while fostering team collaboration and adaptability in fast-paced environments.
Service professional with strong track record in enhancing customer satisfaction and operational efficiency. Adept at resolving issues promptly, fostering team collaboration, and adapting to changing requirements. Skilled in problem-solving, communication, and multitasking to deliver consistent results. Dependable and focused on achieving high standards in service delivery.
Overview
22
22
years of professional experience
Work History
Client Onboarding Service Specialist
Citi
09.2018 - Current
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
Assistant Vice President
Citi
09.2016 - Current
- Role involves contributing to the design, development, implementation, and maintenance of exemplary compliance programs, policies and practices for Independent Compliance Risk Management. It includes assisting with regulatory inquiries and examinations, as well as collaborating with various internal departments such as Legal, Business Management, Operations, Technology, and other Control Functions to resolve compliance issues affecting relevant business or products.
- Primary coordinator for a significant project that encompassed over 400 college graduates, all of whom needed to obtain FINRA licensing. Collaborated with HR and recruiters to gather essential information required to initiate the licensing process.
BAU Analyst
Citi
09.2016 - Current
- Analyzed client's submissions for validity, and accuracy, investigating for disreputable or negative news as well as ensuring the conformance to all compliance requirements.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Benefits Coordinator
Independent Health
10.2013 - 07.2014
- Coordinated benefits and service for members with multiple plans of coverage, including HMO, PPO, Indemnity, Dental, Pharmacy, No-Fault, Workers' Compensation, Medicare and 3rd Party Liability.
- Recorded Workers' Compensation, No-Fault and 3rd-Party liability claims into respective member files, facilitating claims for processing by the responsible entity.
Assistant Consultant
Commercial Insurance Consultant Inc.
11.2011 - 07.2013
- Reviewed client's existing insurance policies for adequate coverage, accuracy, updated information and other factors, ensuring that risk management solutions were appropriately customized to their business needs.
- Assisted clients with policy renewals and responded in a timely manner to provide quotations for new policies in alignment with the insurance broker's specifications and/or regulatory limitations.
- Collated information received from various insurance brokers into comparison presentation with saliant recommendations for the client, optimally based upon a range of situational factors and clients' expressed preferences.
Risk Analyst/Workers' Compensation Specialist
M&T Bank
04.2003 - 07.2011
- Assessed emerging risks through ongoing research and monitoring of industry trends, proactively addressing potential threats before they materialized into significant issues.
- Improved decision-making processes by providing insightful recommendations based on thorough risk analysis.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Reduced financial losses due to effective identification and mitigation of potential risks in the portfolio.
- Streamlined risk reporting procedures for improved communication with stakeholders and senior management.
Education
Bachelor of Business Administration And Management - Business Management
Bryant And Stratton College
Getzville, NY06-2012
Skills
- Client retention strategies
- Cross-functional coordination
- Clerical support
- Professional telephone demeanor
- Follow-up skills
- Problem-solving
- Time management
- Multitasking and organization
- Team collaboration
- Critical thinking
- Active listening
- Adaptability and flexibility
- Decision-making
Timeline
Client Onboarding Service Specialist
Citi
09.2018 - Current
Assistant Vice President
Citi
09.2016 - Current
BAU Analyst
Citi
09.2016 - Current
Benefits Coordinator
Independent Health
10.2013 - 07.2014
Assistant Consultant
Commercial Insurance Consultant Inc.
11.2011 - 07.2013
Risk Analyst/Workers' Compensation Specialist
M&T Bank
04.2003 - 07.2011
Bachelor of Business Administration And Management - Business Management
Bryant And Stratton College
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