Tawana Lawson

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness, and willingness to help wherever needed.

• Processed policy changes and claims with zero rework for two consecutive quarters. |
• Resolved complex billing issues on first contact, lifting customer satisfaction scores notably.
• Cross-sold appropriate coverages per needs analysis, increasing policy adds month over month.
• Edited documentation accurately in CRM, cutting after-call wrap time by 18 seconds per case.
• Coordinated escalations with adjusters, shortening claim cycle time by approximately two days.
• Streamlined claims processing by implementing a new tracking system, resulting in quicker resolutions and improved client

trust

• Fostered strong relationships with clients through attentive service, enhancing overall client retention and satisfaction.