Summary
Overview
Work history
Education
Skills
Timeline
Generic

Lydia Rose

Hailsham

Summary

I'm a confident and adaptable claims handler achieving fair customer outcomes through focused claims handling, processing and resolution. Organised and methodical to manage high-volume caseloads in an efficient manor. Takes direction well to achieve tasks within time and quality constraints. Works with focus and attention to detail for maintaining high quality work and organised files. Communicates clearly and professionally to provide excellent customer services.

Overview

12
12
years of professional experience

Work history

Household Claims Handler

The AA
Royal Tunbridge Wells, Kent
05.2024 - Current
  • Managed complex fire claims to ensure a timely resolution for policyholders.
  • Maintained positive relationships with customers through communicating effectively and providing regular updates on the present position of their claims, within SLA's.
  • Efficiently managing claims with multiple contractors, who deal with various aspects of the claims.
  • Maintain high productivity scores, whilst taking inbound calls and acting on other claims handler's files.
  • Have helped to streamline processes within the team, buy implementing new innovative procedures to make the claims process more efficient.
  • Achieved 'Over and above' on end of year review, highlighting my dedication to the team and willingness to work outside of my usual daily tasks to assist in other areas, departments or even colleagues.
  • Efficiently handle a portfolio of Fire, Liability and recovery claims, ranging in costs of over 25K-100K.

Credit Hire Claims Handler

The AA
Royal Tunbridge Wells, Kent
01.2021 - 05.2024
  • Carrying out investigations into liability and indemnity
  • Settling and negotiating credit hire claims efficiently avoiding litigation.
  • Achieved positive claim outcomes for both customers and the business through successful negotiation and communication skills.
  • Recorded detailed, accurate claim particulars for reliable case notes.
  • Keeping customers well-informed of claim updates and case progress.
  • Answering inbound calls from customers dealing with queries, complaints and providing assistance and updates on claims with compassion for first-class, personal service.
  • Working efficiently within teams to maintain targets and provide assistance for other handlers and departments when needed.

Policy Analysis Specialist- Level 1

First Central Insurance
Haywards Heath
08.2020 - 01.2021
  • To identify any misrepresentation, non-disclosure, quote manipulation at policy inception or through any referrals through the First/Third party claims teams.
  • Trained to use CUE/cache to validate customers claims history.
  • Phone etiquette and providing excellent customer service for both inbound and outbound calls.
  • Working as part of a large team to manage workflow and keep up with team targets.
  • Consulted interested parties to validate both personal and policy documents.

Third Party Claims Handler

Royal Tunbridge Wells
04.2019 - 08.2020
  • Single file ownership, dealing with the claims as a whole including First and Third party aspects.
  • In my first year I achieved the role as 'The Best Newcomer'.
  • Carrying out investigations into liability and indemnity
  • Specialised in telematics policies
  • Trained and dealt with Personal injury.
  • Trained to used systems such as MOJ, COA, CUE, Cache and SIRA
  • Trained and dealt with Credit Hire claims.
  • Settling claims for both credit hire and personal injury promptly and efficiently avoiding the need for litigation where possible
  • Achieved positive claim outcomes through careful case management.
  • Recorded detailed, accurate claim particulars for reliable case notes.
  • Kept customers well-informed of claim updates and case progress.
  • Answering inbound calls from customers and third party representatives dealing with queries, complaints and providing assistance and updates on claims with compassion for first-class, personal service.
  • Working efficiently in a team to maintain targets and provide assistance for other handlers when needed.


Hire Associate

Hireacamera.com
Mayfield, East Sussex
06.2017 - 04.2019
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Offered detailed advice on product and service benefits.
  • Offered current, accurate advice on optional solutions for concerns.
  • Advised customers on availability and pricing of products.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Processed customer correspondence whether in-person, email or mailed reducing communication delays for improved client satisfaction ratings.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Investigated customer queries and responded within defined SLAs.
  • Recorded and processed customer data accurately.
  • Tackled challenges creatively with can-do mindset, resolving issues independently or escalating appropriately.
  • Prioritised own workload by multitasking projects, handling conflicting deadlines, and managing time.
  • Taking and processing new orders over the phone and via online booking system.
  • Reviewed customer accounts to spot suspicious behaviour.
  • Completed security checks on new customers.

Cleaner

Hook and Sons Farm
Hailsham, East Sussex
06.2017 - 05.2018
  • Worked quickly to complete cleaning within allotted timeframes.
  • Organised cleaning supply closets for ease in locating necessary products.
  • Kept cleaning equipment to optimal standards to reduce cleaning inefficiencies.
  • Ensured proper, compliant handling of cleaning equipment, chemicals and materials, upholding excellent safety records.
  • Wiped down fixtures to remove built-up dirt and maintain appearance and functionality
  • Followed health and safety standards governing correct use of chemicals.


Waitress

White Hart Pub
Hailsham, East Sussex
06.2015 - 11.2015
  • Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
  • Kept guest tables neat and tidy by regularly clearing away dirty dishes, used glasses and wiping down surfaces.
  • Provided friendly, courteous service, maximising positive customer satisfaction ratings.
  • Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
  • Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests.
  • Neatly set tables before guests' arrival, preparing and setting cutlery and refilling condiments.
  • Warmly greeted guests upon arrival to create welcoming atmosphere.

Tea Room Assistant

Dippy Doodah's
Hailsham, East Sussex
06.2013 - 04.2015
  • Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
  • Kept guest tables neat and tidy by regularly clearing away dirty dishes, used glasses and wiping down surfaces.
  • Provided friendly, courteous service, maximising positive customer satisfaction ratings.
  • Provided efficient food and drinks service for high levels of customer satisfaction

Education

GCSEs -

Hailsham Community College

A-Levels -

Ringmer Community College

GCSEs -

Hailsham Community College

BTEC -

Hailsham Community College

National Citizens Service
07.2014 - 09.2014

Skills

  • Insurance industry experience
  • Data entry
  • Customer relations
  • Inbound and outbound calling
  • Professional telephone manor
  • Team player
  • Outstanding customer care
  • Office 365 usage
  • Teamwork
  • Claims Management
  • Third party liability
  • Time management
  • Managing insurance claims
  • Liability claims
  • Adaptability

Timeline

Household Claims Handler

The AA
05.2024 - Current

Credit Hire Claims Handler

The AA
01.2021 - 05.2024

Policy Analysis Specialist- Level 1

First Central Insurance
08.2020 - 01.2021

Third Party Claims Handler

Royal Tunbridge Wells
04.2019 - 08.2020

Hire Associate

Hireacamera.com
06.2017 - 04.2019

Cleaner

Hook and Sons Farm
06.2017 - 05.2018

Waitress

White Hart Pub
06.2015 - 11.2015

National Citizens Service
07.2014 - 09.2014

Tea Room Assistant

Dippy Doodah's
06.2013 - 04.2015

GCSEs -

Hailsham Community College

A-Levels -

Ringmer Community College

GCSEs -

Hailsham Community College

BTEC -

Hailsham Community College
Lydia Rose