DANIELLE GLEAVY-GARCIA
Summary
Results-driven and highly organized customer service professional with 14 years of experience in the insurance industry, specializing in enhancing customer satisfaction and driving sales growth. Expertise in leveraging strong communication skills and a comprehensive background in biology, psychology, and sociology to effectively address client needs. Proficient in utilizing a diverse range of software applications, including CRM systems and cloud-based tools, to streamline processes and improve service delivery. Committed to building strong client relationships, resolving issues efficiently, and adapting to evolving demands while contributing positively to team success and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
State Farm Mutual Insurance Company
01.2023 - 05.2023
- Serviced over 5000 Client account, Handling renewals, Dmv Paper work, Change of vehicle/homeowner/flood/life and other types of Insurance requests and claims.
Provider Service Advocate
Insight Global/United Health Group
05.2022 - 08.2022
- Responsible for end to end provider claim and call quality, physician portal usability, and extensive and continuous Training programs.
- Built and maintained trusting relationships with providers, improving service delivery.
- Maintained ongoing changing Medicare and Medicaid State plans and assisted providers with doing prior authorization.
- Identified process improvement opportunities and effectively communicated with associates and managers.
- Reviewed claim documentation, communicated with stakeholders, and evaluated claim payments.
- (Remote)
Contact Tracer+Case Investigator
New York Health and Hospital Test and Trace Corp./Insight Global
06.2020 - 04.2022
- Conducted COVID-19 testing, contact tracing, and case investigation as part of the NYC Test and Trace Corps.
- Collected and recorded accurate information using CRM software.
- Called newly diagnosed patients to trace contacts and determine exposure.
- Maintained ongoing virtual communication to monitor symptoms.
- Utilized various tools and platforms such as SharePoint, Zendesk, Salesforce, and more.
- (REMOTE)
Customer Service Representative
Acrisure (RPM Insurance)
01.2016 - 03.2017
- Provided technical support to Sales and Account Executives, analyzing client needs and processing renewals that tailored each policy to clients needs.
- Accompanied executives on prospective and client meetings.
- Handled applications, binders, certificates, policies, endorsements, and billing.
- Organized community events to promote the company's brand.
Education
Bachelor of Science -
John Hopkins school
Bachelor of Science - Biology and Psychology
College of Mount Saint Vincent
01.2009
Skills
- Claims management
- Customer support
- Effective project delivery
- Community health advocacy
- Public health epidemiology
- Healthcare management
- Microsoft Office skills
- Google Suite expertise
- Data interpretation
- Effective time management
- Team development and leadership
- Collaborative remote teamwork
- ALL AREAS OF INSURANCE
- Data analysis expertise
- WEBEX, ZOOM, ALL REMOTE COMMUNICATION TOOLS
- Proficient in AWS services
- Client account management
- Medical coding proficiency
- Knowledge of medical terminology and CRM systems
- Health education advocacy
- Financial record management
- Insurance expertise
- Knowledge of federal, state, and local regulations
- Understanding of healthcare compliance policies
- Proficient in handling claims
- Provider relationship management
- Knowledge of managed healthcare provider compensation methodologies
- Empathy and patience
- Customer service
- Time management
- Problem-solving
- Goal oriented
- Active listening
- Adaptability and flexibility
- Data entry
- Complaint handling
- Problem resolution
- Customer relations
- Critical thinking
- Customer satisfaction measurement
- Relationship building
- Scheduling
- Decision-making
- Quality assurance controls
- Order processing
- Product sales
- Service upselling
- Clerical support
- CRM software proficiency
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 20 staff members.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved proper interview techniques for Contact tracing during The Covid 19 Pandemic which led to Patients allowing us to carry on with interview and to tell The State Of New York more contacts.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative
State Farm Mutual Insurance Company
01.2023 - 05.2023
Provider Service Advocate
Insight Global/United Health Group
05.2022 - 08.2022
Contact Tracer+Case Investigator
New York Health and Hospital Test and Trace Corp./Insight Global
06.2020 - 04.2022
Customer Service Representative
Acrisure (RPM Insurance)
01.2016 - 03.2017
Bachelor of Science - Biology and Psychology
College of Mount Saint Vincent
Bachelor of Science -
John Hopkins school
COMMUNICATION
Summary: Results-oriented professional focused on delivering high-quality services to discerning clients. Highly effective at collaborating with architects, inspectors, designers, and subcontractors. Demonstrates a strong track record of success in the field, with exceptional attention to detail and a proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking, and excels at multitasking in fast-paced environments. Accomplished in offering excellent communication and customer service skills. Reliable and dedicated, whether working independently or as part of a team.