Lu Ann Durham
Yadkinville,NC
Summary
Dynamic professional with extensive experience in client relationship management and team leadership at Relation Insurance Services. Proven track record in mentoring teams to exceed service standards while effectively resolving conflicts. Skilled in data analysis and committed to delivering exceptional customer service, ensuring client satisfaction and retention.
Overview
33
33
years of professional experience
Work History
Team Advocate - Personal Lines
Relation Insurance Services
Winston Salem, NC
01.2022 - Current
- Mentors and manages client service and account management team members.
- Works with the Service Leadership Team to oversee employees' day to day activities and implement projects.
- Train team members on duties, expectation, standards, policies.
- Assures service standards are being met.
- Manages and services a book of business,
- Answers client and employee questions in a timely manner.
Personal Lines Office Manager
CMS Insurance and Financial
Yadkinville, NC
01.1996 - 01.2022
- Supervise four customer service representatives in two separate offices
- Provide excellent customer service through transactions such as processing insurance applications, policy service, quoting, coverage and claim questions, and taking and processing payments.
- Meet with company representatives regarding production, guideline changes, and various system issues. Ensure that each customer receives the most pleasant experience possible while making sure that his or her needs are met.
Small Claims Adjuster
Integon National Insurance Co
Winston Salem, NC
03.1992 - 12.1995
- Gathered information from various third parties to determine claim acceptability.
- Order police reports for review to determine liability.
- Review all repair estimates, process and issue claim payments to the client. Make notes and activities and close claim
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
Education
C.I.S.R - Certified Insurance Service Representative
The National Alliance For Insurance Education
11-2014
North Carolina Insurance License
Integon Insurance Company
Winston Salem04-1994
Business Communication
Surry Community College
Dobson, NC01-1987
High School Diploma -
East Wilkes High School
Ronda, NC06-1983
Skills
- Client relationship management
- Team leadership
- Customer service
- Problem solving
- Mentorship
- Client representation
- Document review
- Time management
- Conflict resolution
- Communication skills
- Teamwork and collaboration
- Data analysis
- Risk mitigation
Timeline
Team Advocate - Personal Lines
Relation Insurance Services
01.2022 - Current
Personal Lines Office Manager
CMS Insurance and Financial
01.1996 - 01.2022
Small Claims Adjuster
Integon National Insurance Co
03.1992 - 12.1995
C.I.S.R - Certified Insurance Service Representative
The National Alliance For Insurance Education
North Carolina Insurance License
Integon Insurance Company
Business Communication
Surry Community College
High School Diploma -
East Wilkes High School
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