Nicole Lackie

Experience

• 

  Progressive Insurance

  Jun 2006 - Jun 2007

  Claims Processor

  Provided administrative support for the claims processing unit. Answered a multi-line telephone and directed calls to Claims Adjusters. • Provided optimum service to policyholders by inputting and processing claims to be assigned to adjusters.• Notarized documents for customers, prepared correspondence, maintained files, archived older files, and forwarded required documents to Claims Adjusters, Subrogation, and Salvage.• Determined if claim submission was completed correctly, verified data and entered into system for adjudication.• Worked directly with beneficiaries to resolve any errors and answer any questions regarding eligibility status. Show less

• 

  AutoZone

  Nov 2007 - Feb 2010

  Part Sales Manager

  Promoted to this position in January 2008 after establishing an excellent record of performance as a Sales Associate. Supervised up to 10 team members and trained new personnel. • Initiated changes in inventory management and ordering and successfully resolve discrepancies from previous audits. Maintained a score of 97+ on all subsequent orders (well above company standard).• Increased store sales by 6.9% through improved merchandising and ability of Sales Associates to assist customers with selection of merchandise.• Created a strong loss prevention culture within store level through audits, coaching, and training.• Functioned as Store Manager in the absence of the incumbent and assisted with completion of employee appraisals.• Consistently received maximum performance bonuses for exceeding established performance goals. Show less

• 

  Davis Law Firm

  Feb 2010 - Mar 2012

  Customer Service Rep/Case Manager

  Initially hired as a Call Center Representative in the Personal Injury Department. After one year of proven performance, promoted to Social Security Case Manager.• Built lasting relationships with clients by providing exceptional customer service and developing a rapport that enabled the ability to exceed all client needs and expectations. • Completed and processed initial applications, Activities of Daily Living questionnaires, and reconsideration appeals in a timely and efficient manner to comply with appropriate regulations and deadlines• Developed cases by requesting medical records from providers and necessary facilities such as insurance carriers, clients, employers, and state/local agencies.• Obtained claim status from state agencies to identify any outstanding requests. Show less

• 

  Heard & Smith, LLP

  Mar 2012 - now

  Manage 10 team members in the Mail room, Document Processing Department, and Reception area. Created and improved Standard Operating Procedures by tracking related tasks using metrics to ensure achievement of goals.• Provide administrative support to partners of the firm, the CEO other members of the executive management team as needed. • Handle assignments and personnel actions for team members and ensure availability of staffing to meet the daily workload.• Played a key role in integrating new technology to migrate handling of faxes by paper to fully automated fax receiving and processing which eliminated errors by 85%.• Implemented new systems and safeguards for outgoing CD containing client case files to protect confidential client information and firm records to meet HIPAA compliance. - Improved productivity by 25% by creating merge document to include with CD, thereby eliminating manual work and changed type of envelope used to mail CD, which saved the company 50%.• Teamed up with IT to create/implement a comprehensive change in the process of all incoming mail that reduced the document deadline of 72 hours to 48 hours and productivity improved by 33%. Show less Functioned as team lead for 10 legal assistants and monitored staffing to ensure meeting company targets and standards. • Received and responded to 75 or more emails and/or calls on a daily basis.• Identified, addressed, and corrected gaps in employee performance.• Implemented automated systems and processes to increase productivity, improve quality of work, and enable ability to track completion of tasks assigned to all advocate assistants.• Revised procedures to restructure department and created standard operating procedures for training purposes.• Provided training to new and current employees.• Analyzed the assigned projects and distributed tasks to members based on their strengths. Show less Developed 250 Social Security Disability case files at a time, for five attorneys, in preparation for hearings administered by an Administrative Law Judge (ALJ). • Exceeded expectations by performing additional file reviews on each case, prior to the hearing, which increased the completion rate for outstanding medical records to 90%, decreasing the amount of post-hearing tasks.  Influenced management to implement the change department wide• Reviewed case file content to prevent submission of fraudulent information, and to ensure accuracy and compliance with governmental agency standards and procedures.• Maintained attorney calendars, including client appointments and court appearances. • Consistently achieved high-quality assurance ratings of more than 95% over a 16-month period. Received recognition for Going the Extra Mile within 8 months of employment. Show less

  • Front Office & Mail Services Manager

    Jul 2014 - now

  • Legal Assistant Team Lead

    Jul 2013 - Jul 2014

  • Legal Assistant

    Mar 2012 - Jul 2013