Leslie M. Yurocko

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EXPERIENCE

State Farm Insurance, Claim Team Manager. Newark, Ohio. March 2011 – Present.

Lead a team of 13 auto claim processors. Serve on several projects and committees while successfully coaching employees to perform at their best.

State Farm Insurance, Customer Support Services Supervisor. Newark, Ohio. April 2010 - March 2011.

Managed a team of fifteen support service assistants. Successfully implemented new work processes while leading a team to achieve positive results.

State Farm Insurance, Property Claim Trainer. Newark, Ohio. May 2009 –April 2010.

Served as an expert resource for claims personnel. Create and provide exceptional training to various departments.

  • Design and successfully implement workflows and training for new processes
  • Provide guidance on handling challenging situations
  • Effectively problem solve on a daily basis
  • Lead and develop groups of co-workers who are leaders on their teams
  • Create and implement professional development programs

State Farm Insurance, Claim Adjuster. Newark, Ohio. May 2004 – May 2009.

Providedsuperior service to retain and build State Farm’s customer base. Developed training classes and organize events to improve job function and morale.

  • Effectively investigated, evaluated and negotiated property damage claims
  • Successfully handled a large volume of phone calls and claim files daily
  • Expertly documented claim files with strong editing skills
  • Efficiently managed large inventory of claim files
  • Developed creative solutions for unique customer situations
  • Handled customer concerns and complaints fairly and effectively
  • Created and implemented new ideas to improve work flow
  • Planned events for training andrelationship building
  • Taught training classes of new employees
  • Used solid oral and written communication skills daily
  • Exceeded monthly team production goals
  • Proficiently problem solved in daily tasks
  • Interviewed prospective candidates for claim department

State Farm Insurance, Customer Service Representative. New Albany, Ohio. September 2003 - May 2004.

  • Accurately handled various phone calls regarding life insurance claims, underwriting and policy
  • Successfully built strong relationships with State Farm agents and their staff
  • Effectively documented phone call discussions

Sales Associate, Banana Republic. Conway, South Carolina. March 2002 – May 2003

  • Professionally conducted merchandise sales
  • Managed store finances responsibly
  • Expertly trained new employees
  • Built strong customer service and team building skills

Student Researcher/Assistant, Coastal Carolina University. Conway, South Carolina. August 2001 – May 2003.

  • Prepared notes for professor’s sociology classes
  • Summarized research findings
  • Transcribed survey information
  • Compiled research references

EDUCATION

Drexel University, Philadelphia, Pennsylvania. January 2008 – December 2012 (expected).

Master in Library and Information Science

Coastal Carolina University, Conway, South Carolina. August 2000 – May 2003.

Degree: Bachelor of Arts

Major: Sociology

Earned: May 10, 2003

Pertinent Classes:

  • Business Communication and Composition
  • Computer Applications – Excel, PowerPoint, Word, Office
  • Sociology of Crime
  • Sociology of Family
  • Demography
  • Methods in Social Science – writing intensive
  • Business Statistics
  • Business Law

Ohio State University – Newark Campus, Newark, Ohio. September 1999 – June 2000.

Degree work in Sociology – transferred to Coastal Carolina University in June 2000.

PROFESSIONAL TRAINING

Associate in Claims Designation, earned May 2007.

ACTIVITIES

Board of Trustees Member, Mental Health America of Licking County.

Women Networking Employee Resource Group, Program Committee. State Farm Insurance.

Mentoring Program, Mentor. State Farm Insurance.

Claim Development Committee, Facilitator. State Farm Insurance.

Military Affinity Group, Facilitator and Treasurer. State Farm Insurance.

Good Neighbor Service, Volunteer.

Humane Society, Volunteer.

Alpha Kappa Delta - Sociology Honor Society, Member.

SKILLS

Expert in Microsoft Word, PowerPoint, Excel and Outlook. Excellent writing and editing skills. Strong attention to detail. Expert multi-tasker. Solid team building skills. Consistently meet deadlines while maintaining quality. Proactive. Initiate personal development of self and co-workers. Flexible and resourceful. Successful trainer and mentor. Effective problem solver. Interviewing and career fair experience. Facilitate meetings to improve workflow consistency. Work successfully in fast-paced, changing environment. Enjoy teaching and developing others.