Lauren McKay

• Large customer service role. Often the first point of contact for new client enquiries, existing clients and service providers.
• Managed junior staff and general running of the day to day business.
• Managed a high volume of claims, ensuring timely outcome for clients.
• Managed accounts payable and receivable as well as payroll.
• Assisted clients in navigating the often complex world of insurance claims while providing support to clients during difficult situations.
• Followed up with customers on unresolved issues.
• Reviewed all incoming claims and referred appropriately.
• Collaborated with legal firms on prospective claims.
• Obtained and organised documentation for claim reviews.
• Drafted correspondence and other documents for Company Director.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Managed filing system, entered data and completed other clerical tasks.

I held this position for many years, with many variations within the role during my time with Secure Claims Group.

• Strong emphasis on customer service and staff satisfaction.
• Reception based work - incoming phone and mail processing.
• Corresponded with clients through email, telephone, or postal mail.
• Facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
• Hiring and management of staff.
• Established team priorities, maintained schedules and monitored performance.
• Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.

• General administration and reception duties.
• Organising meetings for executives and coordinated availability of conference rooms for participants.
• Answered incoming calls, directing clients to individuals addressing specific needs.
• Supported executive staff with their administration needs.
• Covered staff during leave and absences.