Customer Claims Lead Manager

CRYSTA MCDONALD

Lead Manager

214-***-**** **************@*****.*** Dallas, United States

EMPLOYMENT HISTORY

Lead Manager at Assurant

Supervise customer service representatives handling insurance and warranty claims. Provide guidance and support to team members to ensure efficient claim resolution. Monitor claim processing activities for accuracy, compliance, and customer satisfaction. Assist with escalated customer issues and complex claims. Coach and develop team members to improve performance and service quality. Track team productivity, performance metrics, and operational goals. Ensure adherence to company policies, procedures, and regulatory requirements. Deliver exceptional customer service while supporting overall business objectives. Skin Expert at Zemits Esthetics

Provide advanced aesthetic device education and training to estheticians and medical spa professionals. Consult with providers on treatment protocols and service implementation. Support sales initiatives and product education programs. Assist clients in integrating aesthetic technologies into profitable treatment offerings.

Rideshare Driver at Uber & Lyft

Provide safe, reliable, and professional transportation services to passengers. Utilize GPS navigation and route planning tools to ensure efficient travel. Maintain a strong focus on passenger safety, comfort, and customer satisfaction. Manage ride requests, scheduling, and trip documentation through mobile platforms. Maintain a clean vehicle and professional appearance. Follow all traffic laws and safe driving practices while maintaining a clean driving record. Assist passengers with questions and provide excellent customer service. Demonstrate strong time management, communication, and problem-solving skills in a fast-paced environment.

Campus Manager at National Laser Institute

Managed daily campus operations, scheduling, payroll, compliance, and student services. Supported enrollment activities and student success initiatives. Ensured compliance with educational and operational standards. Delivered exceptional customer service and product education. Lead Esthetician / Educator at Awakening Medical Spa Performed advanced aesthetic treatments including HydraFacial, SkinPen, laser treatments, LED therapy, and customized skincare services. Conducted comprehensive skin assessments and treatment planning. Maintained a 95% client retention rate through exceptional service and results. Educated clients on treatment plans and skincare protocols. School Director at Express Lash & Makeup Academy

Directed all school operations including enrollment, compliance, staffing, curriculum development, and student services. Generated more than $1.1 million in enrollment revenue. Maintained a 92% student retention rate. EDUCATION

Secondary Education Studies

Southern University and A&M College

Ensured compliance with educational regulations and accreditation standards. Led staff development and operational improvement initiatives. Cosmetology Teacher at Mesquite ISD & Garland ISD

Delivered cosmetology instruction and prepared students for state licensing examinations. Developed curriculum and educational materials. Improved student performance and state board examination success rates. Skin Care Instructor at Steiner School of Esthetics Taught the 750-hour esthetics curriculum. Provided classroom and practical instruction in skincare treatments and techniques. Improved student licensure examination pass rates. Mentored students in professional development and career preparation.

SKILLS

Advanced Skin Analysis & Treatment Planning

Aesthetic Devices & Laser Technologies Medical Spa Operations Revenue Growth & Sales Performance

Client Retention & Relationship Management

Staff Training & Development Compliance & Regulatory Management Customer Service Excellence Strategic Planning

Business Development Curriculum Development Team Leadership

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