About Me
Experienced Contact Centre Professional | Claims Analyst at Your-ce | Expert Back Office Administrator
Lucian is a seasoned professional in contact centre BPO with a solid track record since August 2014. He has worked with clients from the UK, Australia, and the Netherlands, gaining expertise in mobile service providers, internet service providers, and utilities, currently specializing in claims management. Lucian excels in accepting inbound calls and providing first-call resolution, which has earned him recognition as an expert back office administrator and data capturer.
Currently, Lucian oversees and manages the resolution of customer claims related to flight delays, cancellations, denied boarding, and other service issues. He investigates claim details, gathers relevant information, and ensures that all facts are considered before making a decision. Lucian provides exceptional customer service by effectively communicating with passengers to explain claim processes and keep them updated on their claim statuses. He also maintains accurate records, prepares detailed reports, and ensures compliance with airline policies, legal requirements, and industry regulations.
Lucian works closely with various departmentsโsuch as customer service, legal, and operationsโto resolve claims effectively and handle any disputes that arise or offering alternative resolutions as appropriate. He also analyses trends in claims data to identify recurring issues and recommend improvements to policies or procedures.
Skills Highlights:
Contact Centre Operations
Claims Management
Customer Service Excellence
Back Office Administration
Data Capture and Analysis
Claims Investigation & Dispute Resolution
Legal Compliance & Policy Interpretation
Process Improvement & Reporting
