Craig Smith
Claims Team Lead @Southern California Edison (SCE)
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WORK HISTORY
Claims Team Lead @Southern California Edison (SCE)
Pasadena, CA, US
Claims Team Lead | Cross-Functional Collaboration, Claims Support & Data ManagementAs a Claims Team Lead, I support call center leadership while working closely with both the Legal division and the Claims team to ensure each claimant receives a seamless, white-glove experience. I coordinate and manage claim-related callbacks, assist in issue resolution, and serve as a key point of contact for escalated inquiries.In this role, I collaborate across departments to troubleshoot complex situations, identify process improvements, and guide cases toward timely and accurate resolution. I also track and analyze operational data using Excel, leveraging insights to improve workflows and support informed decision-making.I’m passionate about problem-solving, strengthening cross-team communication, and delivering exceptional service throughout the claims journey.
EDUCATION
Georgia State University
Sociology, Business of Art
ABOUT CRAIG SMITH
I’m a versatile operations and data professional with experience spanning claims leadership, call-center support, data analytics, and cross-functional collaboration across legal, transportation, manufacturing, and service industries. I’m known for combining strong technical skills with a customer-first mindset—delivering both operational excellence and a white-glove experience for the people I serve.In my current claims team lead role, I partner closely with call center managers, the Legal division, and the broader Claims team to ensure every claimant receives timely, accurate, and compassionate support. I manage callbacks, troubleshoot complex issues, and navigate escalations with a problem-solving approach that keeps communication clear and cases moving forward. I thrive in roles that require coordination across departments, especially when the goal is to remove friction and create a seamless journey for customers.Alongside my operations expertise, I bring a strong technical foundation as a Data Analyst. I’m skilled in SQL, Python, R, Excel (including VBA automation), and data visualization tools such as Power BI, Tableau, and Domo. I’ve built dashboards for executive reporting, automated manual workflows, performed predictive modeling, and transformed complex datasets into clear, actionable insights. Whether optimizing inventory, enhancing customer engagement strategies, or supporting call-center technology, I approach every project with an analytical, improvement-driven mindset.Across all roles, my strengths remain consistent: Cross-functional communication Analytical thinking and data-driven decision making Troubleshooting and resolving complex issues Delivering elevated customer and claimant experiences Streamlining workflows and improving operational efficiencyI’m passionate about bridging people, processes, and data—and I’m always looking for opportunities to contribute to teams where collaboration, innovation, and service excellence are valued.
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