Danielle Flores
San Antonio,TX
Summary
Proven expertise in insurance products, service and member needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives. Detail-oriented Insurance Sales Professional bringing 6 years of asset protection expertise and advanced knowledge of contract coverages, underwriting knowledge and state-specific information needed to make risk decisions in all lines of PNC business. Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Facilitator II Rotation
USAA
San Antonio, TX
10.2023 - Current
- Facilitates both in person and virtual new and existing USAA employees entering insurance professional roles at various levels and skill sets.
- Maintains business and learning skills/acumen through skills, update, and professional development.
- Utilized various teaching techniques such as role-playing, simulations, lectures., to engage learners.
- Facilitates learning discussions, learning activities, mentor and small group interactions.
- Identify employee performance level and provided developmental feedback.
- Ensures risks associated with business roles and responsibilities are effectively discussed, and taught in accordance with risk and compliance, policies and procedures.
- Tracks attendance, coaching discussions, disciplinary actions, learner progress along with various administrative tasks.
Insurance Professional Sales and Service 1
USAA
San Antonio, TX
08.2017 - Current
- Created and submitted feedback to propose solutions to problems related to efficiency, costs or profits.
- Demonstrated leadership by suggesting improvements to work processes and contributed to the implementation of various procedures/processes.
- Regularly attends meetings in an effort to submit internal feedback on needs to process improvements/ concerns.
- Increased member trust in USAA through consultative member based approach and focused relationship building with new and existing policy holders.
- Engaged members and provided high level of service by carefully explaining details about documents.
- Wrote policies, finalized documents and filed paperwork.
- Upheld compliance standards for USAA insurance to remain a compliant company.
- Reduced financial discrepancies, resolving billing issues while processing service applications and cancellations.
- Outperformed sales targets in 2019, received the districts Top Performer award for most overall policy issues/sales.
- Collaborated with Business Process Owner leads to discuss process and quality improvements.
- Reviewed member profiles and Insurance policies identifying risk factors and determined methods to alleviate delinquencies.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
- Directly assist colleagues via incoming Helpline calls and various Slack chatroom's in all lines of PNC to resolve member concerns.
Senior Provider Relations Advocate
United Healthcare
San Antonio, TX
07.2013 - 10.2016
- Maintained up-to-date understanding of insurance payment practices.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Reviewed claims for accuracy before submitting for billing.
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Updated standard operating procedures to incorporate feedback from quality and technical departments.
- Supported special projects upon request from department manager.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Audited customer account information to identify issues and develop solutions.
- Helped clients navigate online systems within established frameworks to obtain services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Law (Pre-Law)
Palo Alto College
San Antonio, TXSkills
- Expert knowledge in Property and Casualty Insurance Sales and Service
- Subject matter expert in application of insurance regulatory and compliance requirements
- Policy Management Expertise
- Time Management
- Strong Verbal and Written Communication
- IDCOMM proficiency for both inbound/outbound campaigns
- Efficient in member retention
- Strong ability to multitask
Additional Information
Served on numerous QnA Webinars to provide insight on processes and procedure improvements and contributed to numerous pilot groups to achieve maximum member call backs needed to correct USAA errors.
Served as a PULSE POC and has remained the Technical and Compliance POC for the duration of her USAA career while also having contributed to over several different Knowledge Cental additions for better clarification and MSR knowledge.
Danielle prides herself in everything she does and has a passion for seeing projects, escalations, and business standards through from start to finish. She enjoys taking ownership of tasks and enjoys engaging with her fellow peers providing tips and resources on how to continuously become more effective their career.
Accomplishments
- Continues to contribute to multiple KC Article updates by providing feedback and suggestions/ USAA
- March 2022 Made for Excellence Winner/ USAA 2022
- Selected to assist on multiple projects and teams to include, Outbound campaigns, Quality assurance meetings, and S.E.R.V.E Presentation projects/ USAA 2021-current
- LABS Innovation implemented "Recent Updates Link" -KC/ USAA 2020
- Top District Performer Recipient/ USAA 2019
- Received recognition for effectively identifying and stopping fraud/ USAA 2018
Timeline
Facilitator II Rotation
USAA
10.2023 - Current
Insurance Professional Sales and Service 1
USAA
08.2017 - Current
Senior Provider Relations Advocate
United Healthcare
07.2013 - 10.2016
Law (Pre-Law)
Palo Alto College