Lucile Hodges
Norfolk,USA
Summary
Results-oriented Customer Experience Specialist holds high level of professionalism and courtesy at all times. Excellent attention to detail and decision-making abilities. Manages high-volume of inbound and outbound customer calls to assist callers with various issues. Customer-focused and dedicated to offering every customer positive experiences. Satisfy individual needs via targeted solutions to unique situations and personal requirements. Seek opportunities every day to improve customer satisfaction and department operations. Excellent organizational skills and ability to multitask. High energy, positive attitude, engaging personality, and ability to communicate effectively
Insurance professional with comprehensive experience in claims management, risk assessment, and customer service. Strong focus on team collaboration, problem-solving, and adapting to changing needs. Known for thorough investigations, efficient resolution of claims, and delivering reliable results under pressure. Skills include negotiation, attention to detail, and effective communication.
Overview
18
18
years of professional experience
Work History
Insurance Claims Adjuster
GEICO
01.2025 - Current
- Improved customer satisfaction by providing timely updates and resolutions to their claims inquiries.
- Developed positive relationships with policyholders, fostering trust through transparency during the claim process.
- Identified fraudulent activities through diligent investigation, protecting company assets from potential losses.
- Reduced claim processing time by efficiently investigating and evaluating insurance claims.
- Ensured accurate record-keeping within database systems for audit purposes and streamlined retrieval of pertinent information during claim reviews.
- Collaborated with legal teams, ensuring proper documentation and representation for complex claims cases.
- Maintained compliance with state regulations and company policies while handling a high volume of insurance claims.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
Customer Experience Specialist
SentriLock LLC
10.2022 - 11.2024
- Updated records with details of customer interactions and transactions, Managed data entry of customers information and purpose of the call for tracking purposes.
- Analyzed call volume and average call time to monitor performance and productivity.
- Resolved customer complaints in a timely and effective manner, and escalated unresolved issues to the second level of support.
- Provided world class customer service in a fast-paced technology company through effective communication, troubleshooting and coordination to resolve issues.
- Recognized as one of the top 10 employees, and for providing exceptional customer service for the last quarter of 2023.
- Assisted Customer Success Manager in providing support to French speaking customers.
Lead Teacher
KinderCare
04.2016 - 10.2020
- Facilitated small group learning activities to promote engagement and understanding.
- Kept detailed student and class records in system with daily updates.
- Engaged in continuous professional development to stay current with educational best practices.
Contributing Writer
The Guardian, Wright State University
05.2015 - 12.2015
- Collected media data about topics of interest using [Type] platforms.
- Managed content strategy for leading online magazine, increasing reader engagement.
- Transmitted news stories and reports from remote locations to meet deadlines.
Private French Tutor
Self Employed
07.2015 - 11.2015
- Acquired new skills via training and development sessions.
- Created and updated learning materials with curriculum changes.
- Encouraged critical thinking and problem-solving skills through interactive discussions.
Assistant Catering Manager
Sodexo
05.2011 - 04.2013
- Finalized quotes and orders by proactively following up on catering leads.
- Supported cleanliness by maintaining tidy and organized work area.
- Oversaw billing and invoicing, ensuring accuracy and timely payments.
- Visited catered events throughout each day to assess service and customer satisfaction levels.
Waiting Staff Member
La Ferme De Champreux
07.2007 - 06.2011
- Completed side work tasks such as rolling silverware, polishing glassware, or refilling condiments during downtime periods.
- Upheld company policies and standards, demonstrating commitment and reliability.
- Entered orders into computer system to coordinate with kitchen staff.
Education
Bachelor of Arts (B.A) - English, Literature, History and Linguistics
Universite Toulouse Jean Jaures
06.2015
Skills
- Customer needs assessment
- Effective time management
- Strong organizational skills
- Analytical problem-solving
- Brand and core values representations
- Leadership
- Verbal and written communication
- Typing proficiency and skill to use a personal computer and multiple software packages
- Claims analysis
- Regulatory compliance
- Policy analysis expertise
LANGUAGE
French Native
Spanish Conversational
Italian Intermediate
Timeline
Insurance Claims Adjuster
GEICO
01.2025 - Current
Customer Experience Specialist
SentriLock LLC
10.2022 - 11.2024
Lead Teacher
KinderCare
04.2016 - 10.2020
Private French Tutor
Self Employed
07.2015 - 11.2015
Contributing Writer
The Guardian, Wright State University
05.2015 - 12.2015
Assistant Catering Manager
Sodexo
05.2011 - 04.2013
Waiting Staff Member
La Ferme De Champreux
07.2007 - 06.2011
Bachelor of Arts (B.A) - English, Literature, History and Linguistics
Universite Toulouse Jean Jaures
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