Summary
Overview
Work History
Skills
Accomplishments
Certification
References
Timeline
Generic

Lori Thomsen

Gold Beach,OR

Summary

Detail-oriented Client Service Associate with great organizational skills and a proven ability to engage effectively with diverse customer profiles. Demonstrated expertise in conflict resolution, data entry, and customer relationship management has consistently led to high productivity and superior customer satisfaction. Committed to continuous learning and professional growth while supporting team objectives and enhancing service excellence. Looking for a new role where hard work and dedication will be highly valued.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Escalation Specialist

Auto Club of Southern California
Costa Mesa, CA
05.2018 - 11.2024
  • Analyzed data related to customer escalations and developed strategies for efficient resolution.
  • Maintained a high level of quality assurance throughout the escalation process via phone and email.
  • Demonstrated strong-problem solving skills resolving issues quickly and efficiently.
  • Recorded detailed notes on escalations and resolution progress.
  • Advised peers and onboarding reps on company guidelines and state regulations.

Insurance Coordinator

Automobile Club of Southern California
Costa Mesa, CA
01.2011 - 05.2018
  • Coordinated with internal departments to ensure timely and successful solutions for changes requested by clients, and updated their policies accordingly.
  • Drafted statements of verification of insurance and loss history.
  • Complied with insurance regulations dictated by local, state and federal agencies.
  • Assisted onboarding with insurance guideline procedures and best practices for efficient workflow.
  • Served as subject matter expert for non-standard coverage questions, property damage, and collision.

Insurance Specialist

Automobile Club of Southern California
Costa Mesa, CA
06.2007 - 01.2011
  • Maintained updated knowledge through continuing education and advanced training.
  • Enhanced productivity and customer service levels by anticipating needs and delivering exceptional support.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Managed time effectively, prioritized and organized tasks to efficiently to ensure tasks were completed on schedule and deadlines were met.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Senior Insurance Associate

Automobile Club of Southern California
Costa Mesa, CA
06.2005 - 03.2007
  • Modified and updated existing policies to reflect changes in coverage, or type of insurance.
  • Collected payments, processed receipts and informed policyholders of outstanding balances.
  • Identified needs of customers promptly and efficiently.
  • Assisted in developing training materials for staff members related to insurance policies and procedures.
  • Recognized by management for providing exceptional customer service.

Insurance Associate

Automobile Club of Southern California
Costa Mesa, CA
05.2004 - 03.2005
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Engaged actively with callers with inquiries, transactions and payments to meet productivity goals.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.

Skills

  • Assertiveness
  • Customer service orientation
  • Organizational, analytical, and decision-making
  • Customer data confidentiality
  • Issue / complaint research and resolution
  • Adaptability and flexibility
  • Transaction processing
  • Professional written and verbal communication

Accomplishments

  • Primary tester of membership and insurance services for development of company portal.

Certification

  • Licensed for Casualty and property Insurance in California, Texas, New Mexico, Pennsylvania, Rhode Island New Hampshire, and Vermont.

References

References available upon request.

Timeline

Escalation Specialist

Auto Club of Southern California
05.2018 - 11.2024

Insurance Coordinator

Automobile Club of Southern California
01.2011 - 05.2018

Insurance Specialist

Automobile Club of Southern California
06.2007 - 01.2011

Senior Insurance Associate

Automobile Club of Southern California
06.2005 - 03.2007

Insurance Associate

Automobile Club of Southern California
05.2004 - 03.2005

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Lori Thomsen