Luke Hailey
Richmond,VA
Summary
Highly motivated and goal-oriented individual currently pursuing a master's degree in management, seeking a role as a Claims Adjuster. With a diverse background in customer service, sales, and insurance, I possess exceptional problem-solving skills and thrive in complex, changing environment. My empathetic approach and effective communication enable me to handle sensitive interactions with professionalism. Equipped with a strategic mindset, I am eager to utilize my management education to assess claims efficiently, ensure fair resolutions, and contribute positively to the organization's success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Lead
Penske Logistics
08.2022 - Current
- Performed quality control and monitored production efforts.
- Managed and allocated staff and material resources to meet production goals.
- Oversaw problem resolution to address barriers to operational efficient
- Supervise and coordinate warehouse activities, ensuring efficient and smooth operations.
- Monitor inventory levels and implement inventory control to minimize discrepancies.
- Ensure compliance with safety regulations and maintain a safe working environment.
Agent Support Specialist
Liberty Mutual
04.2021 - 08.2022
- Interpret policy contracts for all insurance lines, providing expert guidance to agents.
- Possess comprehensive knowledge of billing systems to accurately explain policy coverage and premium impact.
- Efficiently navigate online reference materials to ensure confident and accurate responses to auto policy inquiries.
- Develop and maintain a strong understanding of product, procedural, and technical systems.
- Fulfill licensing and continuing education requirements to uphold professional expertise.
Account Representative
T-Mobile
02.2019 - 03.2021
- Build and maintain positive relationships with clients, acting as their primary point of contact
- Proactively up-sell and cross-sell products and services to maximize client satisfaction and revenue.
- Handle inquiries, complaints, and requests from clients in a professional and timely manner.
- Process client orders, ensuring accuracy and adherence to company policies and procedures.
- Maintain accurate and up-to-date client records in the CRM system.
- Collaborate with internal teams, such as sales, marketing, and customer support, to deliver exceptional service to clients.
- Monitor and analyze client account activity, identifying growth opportunities and potential risks.
Operations Coordinator
Capital One
01.2017 - 07.2018
- Implemented troubleshooting, root cause analysis and issue resolution.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Collaborate with various departments to streamline processes and improve overall operational efficiency.
- Monitor and manage bank transactions, ensuring accuracy and compliance with regulatory requirements.
- Assist in the implementation of new procedures, systems, and technologies to optimize operations
- Maintain and update records, reports, and documentation related to operational activities
Claims Associate
EXL
02.2015 - 01.2017
- Review and assess insurance claims to determine coverage and eligibility.
- Communicate with policyholders and claimants to gather necessary information and documentation.
- Investigate and evaluate claims by conducting interviews, examining evidence, and consulting relevant resources.
- Analyze policy contracts and insurance guidelines to accurately process claims.
- Collaborate with other departments and professionals to resolve complex claims and expedite the process.
Education
Master of Science - Management
Walsh College
Troy, MI01.2024
Bachelor of Arts - Film And Video Production
University of North Carolina School of The Arts
Winston-Salem, NC05.2012
Skills
- Program Optimization
- Database Programming and SQL
- Data and Analytics
- Problem Resolution
- MS Office
- Documentation Research
- Sales Expertise
- Claims
- Account Management Software
Certification
- Licensed Personal Lines Producer - 2021
Timeline
Operations Lead
Penske Logistics
08.2022 - Current
Agent Support Specialist
Liberty Mutual
04.2021 - 08.2022
Account Representative
T-Mobile
02.2019 - 03.2021
Operations Coordinator
Capital One
01.2017 - 07.2018
Claims Associate
EXL
02.2015 - 01.2017
Master of Science - Management
Walsh College
Bachelor of Arts - Film And Video Production
University of North Carolina School of The Arts