Antonietta Gory
Winter Haven
Summary
Dynamic training leader with a track record of managing large groups and ensuring HIPAA compliance. Adept at identifying and addressing grievances, supporting team members with effective coaching, and enhancing overall service quality.
Overview
3
3
years of professional experience
Work History
Subject Matter Expert
Concentrix
02.2025 - Current
- Independently managed a training class of 40+ advocates, overseeing onboarding, daily sessions, and performance tracking.
- Trained and supported 40-75+ new hires across auto and healthcare insurance career fields in high-volume call center environments.
- Provided real-time floor support and live-call assistance for complex member inquiries while maintaining strict HIPAA compliance requirements.
- Proactively taught new associates how to deploy active listening skills while also showing genuine empathy while assisting elderly, vulnerable, or distressed members.
- Conducted 1:1 coaching sessions with new associates on role subject matter such as call flow, system navigation, documentation accuracy, verbal grievance intake, and PHI protection.
- Trained associates to identify, document, and appropriately route verbal member grievances according to company policy and regulatory requirements.
- Demonstrated strong organizational skills, maintaining class schedules, training materials, and progress tracking to ensure advocates reach goals efficiently.
- Provided internal resources to team members & explained how to leverage them for ultimate customer satisfaction.
- Performed live call shadowing to demonstrate HIPAA-compliant verification, secure data handling, and empathetic communication.
- Taught and reinforced the importance of confidentiality, grievance-handling standards, and compliance expectations to reduce errors, complaints, and escalations.
- Assisted leadership with onboarding readiness, training timelines, and transition from training to production.
- Supported quality initiatives that led to improved QA scores, reduced compliance findings, and lower repeat-call rates.
- Served as a trusted escalation resource for policy clarification, grievance-related questions, and member-sensitivity concerns.
Claims Representative
State Farm
12.2022 - 02.2025
- Coordinated processing of 30–50+ auto claims weekly, delivering clear explanations of coverage deductibles and total loss protocols to members.
- Conducted liability investigations based on point of impact, police reports, and driver statements.
- Established, managed and paid rental reservations bills, vehicle appraisals & any supplemental payments necessary by law and policy.
- Addressed inquiries regarding total loss policies and procedures.
- Identify & investigate any coverage concerns to determine proper escalation procedures.
- Maintain regular correspondence with insureds, claimants, repair facilities and salvage companies.
Education
High School Diploma -
Lake Wales Senior High School
Lake Wales, FL05-2017
Skills
- Training, Development and Class Management
- Subject Matter Expert (SME) Support
- HIPAA Compliance and PHI Protection
- Verbal Grievance Intake and Escalation
- Organization, Multi-Tasking and Time Management
- Concise Policy Review & Explanation
- De-escalation and Problem Solving
- Quality Assurance and Resource Identification
- Customer Advocacy and Extreme Empathy
Timeline
Subject Matter Expert
Concentrix
02.2025 - Current
Claims Representative
State Farm
12.2022 - 02.2025
High School Diploma -
Lake Wales Senior High School