Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kaitlin Lackey

San Diego

Summary

Dynamic and results-driven professional with extensive experience at Enterprise Mobility, excelling in claims processing and customer service. Proven track record in dispute resolution and fraud detection, enhancing customer satisfaction and reducing company exposure to losses. Strong communicator and collaborator, adept at fostering relationships and driving operational efficiency.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Liability Claims Representative

Enterprise Mobility
10.2024 - Current
  • Achieved higher levels of customer satisfaction through empathetic listening and effective problem-solving skills.
  • Supported team members during periods of high workload, demonstrating strong collaboration skills and adaptability.
  • Saved the company money through diligent fraud detection efforts during claim investigations.
  • Improved customer satisfaction by promptly and accurately resolving liability claims issues.
  • Reviewed policy coverage terms carefully for accuracy when determining appropriate payouts on settled claims.
  • Expedited claim settlements by effectively negotiating with claimants, attorneys, and other stakeholders.
  • Increased efficiency in the claims process by maintaining organized records and clear communication with all parties involved.
  • Effectively managed time-sensitive tasks under pressure without compromising the quality of work or customer service.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Reduced company exposure to potential losses by conducting thorough investigations of each claim.
  • Collaborated with internal departments and external vendors to resolve claims.

Branch Manager

Enterprise Mobility
10.2023 - 10.2024
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Complied with regulatory guidelines and requirements.
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Consulted customers to boost product sales and services.
  • Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
  • Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.

Assistant Manager

Enterprise Mobility
08.2022 - 10.2023
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Management Assistant

Enterprise Mobility
06.2022 - 08.2022
  • Fostered strong relationships with clients by providing exceptional customer service during interactions both in-person and via phone or email correspondence.
  • Contributed to a positive work environment with excellent interpersonal skills and an ability to resolve conflicts effectively when necessary.
  • Oversaw training and onboarding process for all newly hired employees.
  • Increased client satisfaction through prompt response to inquiries and resolution of issues.
  • Marketed Enterprise Mobility services and benefits to local businesses.
  • Facilitated effective communication channels between senior management and staff, contributing to cohesive and informed workplace.
  • Enhanced team collaboration with organization of team-building activities, fostering positive and productive work environment.
  • Facilitated onboarding process for new hires, ensuring smooth transition and integration into company culture.
  • Maintained high level of confidentiality handling sensitive information, ensuring trust and integrity in all professional interactions.
  • Improved customer engagement by responding promptly to inquiries, leading to higher satisfaction and loyalty.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Increased customer service success rates by quickly resolving issues.

Management Assistant

Enterprise Mobility
09.2018 - 06.2022
  • Assisted in recruitment efforts by screening resumes, scheduling interviews, and coordinating onboarding activities for new hires.
  • Marketed Enterprise Mobility services and benefits to local businesses.
  • Trained and supervised employees on office policies and procedures.
  • Contributed to a positive work environment with excellent interpersonal skills and an ability to resolve conflicts effectively when necessary.
  • Oversaw training and onboarding process for all newly hired employees.
  • Increased client satisfaction through prompt response to inquiries and resolution of issues.
  • Facilitated effective communication channels between senior management and staff, contributing to cohesive and informed workplace.
  • Facilitated onboarding process for new hires, ensuring smooth transition and integration into company culture.
  • Maintained high level of confidentiality handling sensitive information, ensuring trust and integrity in all professional interactions.
  • Improved customer engagement by responding promptly to inquiries, leading to higher satisfaction and loyalty.
  • Increased customer service success rates by quickly resolving issues.

Assistant Manager

Enterprise Mobility
09.2015 - 09.2018
  • Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Facilitated team-building activities, enhancing team cohesion and morale.
  • Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
  • Conducted performance evaluations, identifying areas for development and rewarding strong performance.
  • Enhanced team productivity by streamlining operational processes.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Manager's Assistant

Enterprise Mobility
05.2015 - 09.2015
  • Increased customer service success rates by quickly resolving issues.
  • Improved customer engagement by responding promptly to inquiries, leading to higher satisfaction and loyalty.
  • Oversaw training and onboarding process for all newly hired employees.
  • Increased client satisfaction through prompt response to inquiries and resolution of issues.
  • Facilitated onboarding process for new hires, ensuring smooth transition and integration into company culture.
  • Maintained high level of confidentiality handling sensitive information, ensuring trust and integrity in all professional interactions.
  • Trained and supervised employees on office policies and procedures.

Management Trainee

Enterprise Mobility
10.2014 - 05.2015
  • Improved management skills by participating in rigorous training programs and workshops.
  • Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
  • Gained knowledge of company policies, protocols and processes.
  • Acted with integrity, honesty, and knowledge to promote culture of company.
  • Built lasting relationships with clients through exceptional service delivery, fostering loyalty and repeat business opportunities.
  • Maintained high-quality standards in all aspects of work, ensuring customer satisfaction at every touchpoint within the business journey.
  • Handled day-to-day customer or client questions via telephone or email.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Customer Service Representative

Enterprise Mobility
01.2014 - 10.2014
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Improved resolution time with effective problem-solving for customer complaints.

Education

Bachelor of Science - Communications

Ohio University
Athens, OH
05-2013

High School Diploma -

Circleville High School
Circleville, OH
06-2008

Skills

  • Dispute resolution
  • Claims processing
  • Assertiveness
  • Property damage assessment
  • Confidentiality
  • Time management
  • Decision-making
  • Conflict resolution
  • File management
  • Teamwork and collaboration
  • Customer service
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Organizing and prioritizing work
  • Reliability
  • Excellent communication
  • Critical thinking
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Computer proficiency
  • Relationship building
  • Documentation skills
  • Task prioritization
  • Self motivation
  • Analytical thinking
  • Professionalism
  • Skilled in Microsoft Office

Certification

  • Florida Adjusters License - November 2024-May 2027

Timeline

Liability Claims Representative

Enterprise Mobility
10.2024 - Current

Branch Manager

Enterprise Mobility
10.2023 - 10.2024

Assistant Manager

Enterprise Mobility
08.2022 - 10.2023

Management Assistant

Enterprise Mobility
06.2022 - 08.2022

Management Assistant

Enterprise Mobility
09.2018 - 06.2022

Assistant Manager

Enterprise Mobility
09.2015 - 09.2018

Manager's Assistant

Enterprise Mobility
05.2015 - 09.2015

Management Trainee

Enterprise Mobility
10.2014 - 05.2015

Customer Service Representative

Enterprise Mobility
01.2014 - 10.2014

Bachelor of Science - Communications

Ohio University

High School Diploma -

Circleville High School

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Kaitlin Lackey