Summary
Overview
Work History
Skills
Timeline
Generic

Leonie Daley

Liverpool,Non-US/Other

Summary

Tactful Claims Specialist with expertise in settlement preparation, claims processing and appeal filing. Diplomatic and personable professional accustomed to handling sensitive, confidential information and investigating complex liability claims. Committed to maintaining customer satisfaction and contributing to company success.

Overview

11
11
years of professional experience

Work History

Retention Specialist

Zurich Financial Services
04.2022 - Current
  • Built constructive customer relationships to improve loyalty and keeping brand reputation intact.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Reported issues and recognized development areas to eliminate repeat occurrences.
  • Supported agents in improving service standards for optimized customer satisfaction.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.

Claims Officer

Cover More
09.2018 - 10.2020
  • Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
  • Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers.
  • Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
  • Drafted and reviewed legal documents utilizing knowledge of relevant clauses to minimize incurred liability.
  • Utilized appropriate cost containment techniques to reduce overall claim costs.
  • Followed up with customers on unresolved issues.
  • Escalated files with significant indemnity exposure to supervisor for further investigation.
  • Processed and recorded new policies and claims.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Posted payments to accounts and maintained records.
  • Checked documentation for accuracy and validity on updated systems.
  • Collected premiums and issued accurate receipts.

Claims Team Leader

Covermore
02.2019 - 08.2019
  • Communicated with staff, leaders and peers to coordinate successful collaboration with other departments.
  • Maintained regulatory compliance in team file outcomes.
  • Submitted timely and accurate assessments of team performance to leadership with identification of areas of opportunity and outlined steps required to improve outcomes.
  • Assisted with field appraiser training to verify process and skill consistency.
  • Examined claims forms and other records to determine insurance coverage.
  • Conducted day-to-day administrative tasks to maintain information files and process paperwork.
  • Resolved complex, severe exposure claims using high service oriented file handling.
  • Maintained claims data in DOS Based systems as well as Salesforce.

Claims Coordinator

Suncorp
06.2014 - 02.2017
  • Prepared claims summaries, loss stratification reports and mod analysis reports.
  • Handled litigation, complex claims and high-profile cases involving large settlement values.
  • Mitigated client claim exposures through strategic management of claims.
  • Organized and participated in claim review meetings and new business presentations.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Customer Service Consultant

AAMI Insurance
09.2012 - 02.2014
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
  • Communicated with management about trends in customer calls to help team efficiency and success.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
  • Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Skills

  • Training Junior Team Members
  • Creative Solutions
  • Efficient Service
  • Microsoft Office
  • Complaint Handling
  • Adaptable to Changing Conditions
  • Data Analysis

Timeline

Retention Specialist

Zurich Financial Services
04.2022 - Current

Claims Team Leader

Covermore
02.2019 - 08.2019

Claims Officer

Cover More
09.2018 - 10.2020

Claims Coordinator

Suncorp
06.2014 - 02.2017

Customer Service Consultant

AAMI Insurance
09.2012 - 02.2014

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Leonie Daley