Dani Lloyd
Summary
Senior Member Services Intake Specialist with experience at Imagine360, excelling in active listening and problem resolution. Proven ability to enhance member satisfaction while managing complex inquiries. Adept at collaborating across departments and maintaining positive relationships, consistently achieving high-quality outcomes in fast-paced environments. Proficient in Microsoft Office, ensuring efficient workflow and documentation.
Overview
12
12
years of professional experience
Work History
Senior Member Services Intake Specialist
Imagine360
Remote
11.2023 - Current
- Initiates member balance bill/account information into Imagine360's database, with a focus on quality, management of established turnaround SLAs, and proper coordination of issue resolution.
- Collaborates with Member Service Advocates, ELAP audit team, Provider Services, Legal Teams, and third-party partners to ensure and facilitate timely and accurate workflow administration, data integrity, and a positive member experience.
- Tracks status and resolution of balance bill setup inquiries and issues.
- Maintains accurate and complete documentation, and follow-up diaries during all stages of the process.
- Collaborates with other internal functions to address service issues and process/systemic enhancement opportunities.
- Applies a strong knowledge of HIPAA regulations.
- Certified Mentor and Trainer - Facilitates training sessions for new employees.
- Assists and collaborates on creating training materials and standard operating procedures.
Member Services Intake Specialist
Imagine360
Remote
10.2022 - 11.2023
- Assists members with the initial setup of their balance bills and responds to inquiries related to the balance bill management process.
- Accurately initiates member balance bill/account information into Imagine360's database with a focus on quality, management of established turnaround SLA's and proper coordination of issue resolution.
- Responsible for the workflow and distribution of balance bill inquiries to the Member Services Advocates.
- Maintains accurate and complete documentation, and follow-up diaries during all stages of the process.
- Applies strong knowledge of HIPAA regulations.
Assistant Manager
HC Salon Holdings
Mount Laurel, NJ
04.2016 - 12.2022
- Responsible for analyzing hair and scalp condition while providing treatment or advice on beauty care for scalp and hair.
- Daily duties included interacting with clients of all backgrounds, managing store cash register, keeping facility clean and sanitized (per state standards), and providing excellent customer service in accordance with licensing guidelines.
- Ranked in the top 20% of sales in the company’s Northern region.
Service Center Support Specialist
FedEx Freight
Delanco, NJ
01.2022 - 10.2022
- Schedules 50+ freight delivery appointments per day, while answering customer calls and completing OS&D reports.
- Completes 65+ calls per shift, exceeding call target volume by 20%.
- Resolves customer disputes in a timely fashion while giving detailed, personalized and polite service to ensure customer satisfaction.
- Collaborates with management and fellow employees to make customer calls more efficient.
Lead Ophthalmic Technician
Eye Care Physicians & Surgeons Of New Jersey
Cinnaminson, NJ
01.2021 - 01.2022
- Performed initial patient examinations, ophthalmic testing procedures and assisted physicians with related examinations/procedures as directed.
- Ophthalmological testing and procedures (visual acuity, pupil assessment, fundus photography, visual fields, OCTs)
- Scheduled patients for appointments, answered multiple phone lines and referred patients to doctors.
- Completed medical charting including patient medical history and medications. - Medical coding for exams, post operative visits, intravitreal injections and laser procedures.
- Assisted with training non-certified technicians.
Assistant Manager & Sales Specialist
Victoria's Secret & PINK
Cherry Hill, NJ
01.2013 - 08.2016
- Employment began as sales associate but within 6 months was promoted to sales specialist and new employee trainer. Volunteered as assistant manager during two month transition period of store senior management.
- Connected hundreds of customers with quality products on a weekly basis.
- Set up floor displays, stocked shelves, and assisted cashiers in spare time.
Education
Cosmetology Student Teacher
PB Cosmetology Education Center
Gloucester City, NJ01.2017
NJ Cosmetology Licencse -
PB Cosmetology Education Center
Gloucester City06.2016
High School Diploma -
Riverside HIgh School
Riverside, NJ06.2015
Skills
- Proficient in Microsoft Office
- Problem Resolution
- Active Listening
- Critical Thinking
- Time Management
- HIPAA compliance
- Planning & Organizing
- Works well independently and self-motivated
- Verbal and Written Communication
- Ability to quickly adapt in an ever-changing environment
- Team player able to collaborate with other departments
- Ability to multi-task and thrive in a fast-paced entrepreneurial company
- Excellent communication skills via email and telephone
- Interpersonal skills and ability to maintain positive relationships
Certifications & Accomplishments
- Imagine360 Certified Mentor & Trainer
- NJ Cosmetology License
- Maestro’s Classic Barbering Certification
- Redken Certified Hair Color Specialist
- NHL Philadelphia Flyers Ice Team (July 2019 – July 2021)
- Boscov’s Advertising (October 2020 – June 2021)
Timeline
Senior Member Services Intake Specialist
Imagine360
11.2023 - Current
Member Services Intake Specialist
Imagine360
10.2022 - 11.2023
Service Center Support Specialist
FedEx Freight
01.2022 - 10.2022
Lead Ophthalmic Technician
Eye Care Physicians & Surgeons Of New Jersey
01.2021 - 01.2022
Assistant Manager
HC Salon Holdings
04.2016 - 12.2022
Assistant Manager & Sales Specialist
Victoria's Secret & PINK
01.2013 - 08.2016
Cosmetology Student Teacher
PB Cosmetology Education Center
NJ Cosmetology Licencse -
PB Cosmetology Education Center
High School Diploma -
Riverside HIgh School
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