Tandra Lewis

• Provide critical backup support for desk adjusters on paid time off, managing urgent claim matters to ensure seamless customer service and prevent delays.
• Deliver exceptional customer service and collaborate with Direct Repair Program (DRP) partners to expedite resolutions.
• Maintain claim metrics for supported desks and contribute to various special projects, including a Diminished Value (DV) initiative for insured vehicles in Georgia and Washington.
• Licensed in New York and proficiently handle claims across all operational states.

May 2012

• Collect loss facts of loss details from insureds and claimants to investigate clear liability claims.
• Perform coverage review for 1st party insureds
• File management, adhering to policy, state and procedural guidelines through claim resolution
• Maximizing customer experience

• Review and validate claims with knowledge, experience, research and communication with internal/external parties
• Handle invalid claims with deduction management guidelines, through resolutions. Create and send Repay Letters as well as complete follow up.
• Work closely with Business Managers, Claims Specialist and Claims Management Supervisors to address unresolved issues
• Review Sales Analysis reporting daily

• Process banking transactions
• Resolve complex customer banking issues
• Promote and offer bank products and services

• Reviewed potential employee applications for Inbound Customer Service Call Center. Conduct phone screenings, interviewed applicants to access qualification, extend employment offers
• Performed weekly team building meetings & product review trainings.
• Conducted & Participated in weekly/monthly internal/external call calibrations with Account Managers focusing on call content & quality compliance. Reviewed improvement opportunities. Created action plans when necessary.
• Worked closely with CSR during weekly one on one sessions, monitored schedule adherence, First Call Resolution, identify improvement opportunities, aided the CSR in setting measurable /achievable goals, creating action plans & setting agreed upon times for follow up improvement review, maintained & enforced attendance compliance.
• Worked closely with on site account Operations Management to compile data for weekly & monthly business analysis, reviewed departmental performance appraisals, and individual team evaluation statistics.
• Coached Outbound Sales Team
• Facilitated Corporate Training
• Project Leader