Open to opportunities

Laura Hacker

@laurahacker1

Message

I’m a claims handler delivering accurate bookings and claims support.

United Kingdom

Message

What I'm looking for

I’m looking for a customer-focused role where I can handle claims and bookings end-to-end, use insurance systems, and turn issues into solutions with clear communication and process improvement.

I’m a dedicated, reliable professional who thrives in fast-paced, customer-facing environments. I bring a proactive, results-driven approach, with strong communication and a focus on high-quality outcomes.

In my current front-of-house claims role, I greet and assist customers, complete vehicle handovers, process payments, and verify vehicle damage aligns with insurance instructions. I manage inbound and outbound calls, resolve routine issues, and book repairs while keeping bookings timely and accurate.

I’m experienced in coordinating across customers, insurance companies, storage facilities, and internal departments to streamline the vehicle repair booking process. I proactively handle insurance-related complaints with a solution-oriented mindset, continuously improving workflows and adapting to updated garage and contract information.

Earlier, I supported customer experience and contact centre operations using tools like Audatex, Autoflow, Sage, Audatarget, and Microsoft Office. I’ve also handled security-related checks and monitored calls for fraudulent credit card activity, always maintaining strong time management and customer service standards.

Experience

Work history, roles, and key accomplishments

Front of House / Claims Handler

Fix Auto Basildon (Motoraid)

Nov 2025 - Jun 2026 (7 months)

Greeted customers face to face, handled vehicle handovers, processed payments, and verified damage aligned with insurance instructions. Coordinated with customers, insurers, and storage facilities to book repairs and managed claims complaints using systems including Autoflow, DNA Payments, and insurer-linked portals.

Customer Service Insurance Claims Processing Payment Processing Call Handling DNA Payments Microsoft Office Insurance Portals

Customer Experience Advisor

Steer Automotive

Jul 2022 - Aug 2025 (3 years 1 month)

Handled inbound and outbound customer calls, resolved issues, and booked vehicles for repair while maintaining strong communication and rapport. Used tools including Audatex, Autoflow, Sage, and Audatarget to support accurate estimating, job management, and administrative and financial processing.

Customer Service Inbound Calls Estimating Support Audatex Audatarget Microsoft Office

Contact Centre Representative

Fiserv

Aug 2019 - Jun 2022 (2 years 10 months)

Managed inbound and outbound calls using scripts to help customers with balance transfers, payments, and inquiries while following security and company protocols. Monitored for fraudulent credit card activity, transferred cases to the appropriate department, and supported customer retention by resolving issues and promoting relevant products and services.

Contact Centre Operations Inbound Outbound Calls Balance Transfers Fraud Detection Case Management Customer Retention Customer Service

Volunteer (Sense)

Sense

Jun 2019 - Aug 2019 (2 months)

Managed daily inventory presentation and checked incoming products against quality standards for sale while keeping the store environment tidy and organized. Provided customer service at the till to support a smooth shopping experience.

Customer Service Time Management Team Support