Danielle Powell
Customer Experience Representative
Wyandanch,New York
Summary
I am a highly motivated customer focused professional. I treat all interactions with respect and empathy. I am goal oriented, making sure to leverage my time management and organizational skills to achieve my desired outcomes. I am also highly collaborative, using my knowledge and skills to train and mentor less tenured staff for success.
Overview
1
1
Certification
17
17
years of professional experience
Work History
PIP Medical Adjuster
GEICO
05.2016 - 08.2026
- Managed over 300 reserve line claims within Atlas system, ensuring accurate and timely processing.
- Reviewed claims documents and bills ahead of the regulatory time frame.
- Executed investigations of claims and referred new business policies to appropriate departments for further action.
- Achieved recognition for consistent 100% decision-making in bill handling over 3 quarters.
- Acknowledged in the company newsletter for an SIU referral which resulted in the denial of over $140k in medical claims for multiple parties.
- Awarded for multiple quarters for 100% in all Customer Satisfaction Surveys.
- Conducted follow-ups with injured parties to clarify coverage and treatment options, enhancing understanding of their recovery process.
PIP Litigation Volunteer (Project)
GEICO
05.2018 - 06.2018
- Met project goals, enhancing overall effectiveness of project outcomes.
- Assessed arbitration cases submitted to AAA to ensure proper documentation.
- Oversaw bulk settlement payment processing, ensuring accuracy and timely execution.
PIP Medical Bill Review Volunteer (Project)
GEICO
09.2017 - 11.2017
- Reviewed CPT codes to ensure appropriate handling for fee audits, enhancing departmental accuracy.
- Sorted bills into designated bins for thorough additional review, ensuring compliance with internal processes.
- Processed billing information efficiently to maintain workflow productivity; upheld accuracy throughout the project.
Customer Service Representative
M&J Trimming
02.2013 - 05.2016
- Managed over 35 customer calls daily; crafted email responses to customer inquiries; processed over 6 customer orders via telephone daily.
- Executed web chat messaging communications to over 20 customers daily, troubleshooting website and order issues.
- Received 10 positive customer reviews based on customer service provided in company survey.
- Facilitated training sessions for new hires on Magento, Navision, Outlook, and Excel to develop their technical skills.
Student Intern
Brooklyn College School of Education
05.2009 - 12.2012
- Collaborated with educators to enhance curriculum delivery, developing and delivering engaging lesson plans.
- Facilitated curriculum instruction in pre-K classroom for children with emotional and developmental delays.
- Provided one-on-one support to students as zero-period reading helper, fostering literacy skills and confidence.
- Organized classroom areas and display boards to enhance learning environment; graded test papers for timely feedback.
Serials Assistant
Brooklyn College Library
12.2009 - 08.2012
- Processed mail and books to support library operations.
- Updated library catalog entries for enhanced accuracy and organization.
- Assisted in daily operations of library services, ensuring smooth workflow and user satisfaction.
- Managed cataloging and organization of library materials, enhancing accessibility for patrons.
Sales Associate
TJX-Marshalls
07.2009 - 07.2010
- Assisted customers with fitting room selections and item choices to improve shopping experience.
- Maintained sales floor integrity and cleanliness to support optimal shopping environment.
- Tagged and alarmed merchandise to enhance fraud prevention.
Education
Bachelor of Arts - Early Childhood Special Education
Brooklyn College
Brooklyn, NYAssociate of Arts - Liberal Arts
New York City College of Technology
Brooklyn, NYSkills
Claims processing
Claims investigation
Policy interpretation
Insurance regulations
Regulatory compliance
Risk assessment
Claims file documentation
File auditing
Best practices implementation
Data analysis
Report writing
Workflow management
Caseload management
Critical thinking
Decision-making
Team collaboration
Communication skills
Active listening
Customer service
Problem-solving
Conflict resolution
Certification
NICB Medical and Billing Fraud - 2026, NICB SIU Investigation - 2026
Section name
Sensitivity: Confidential
Timeline
PIP Litigation Volunteer (Project)
GEICO
05.2018 - 06.2018
PIP Medical Bill Review Volunteer (Project)
GEICO
09.2017 - 11.2017
PIP Medical Adjuster
GEICO
05.2016 - 08.2026
Customer Service Representative
M&J Trimming
02.2013 - 05.2016
Serials Assistant
Brooklyn College Library
12.2009 - 08.2012
Sales Associate
TJX-Marshalls
07.2009 - 07.2010
Student Intern
Brooklyn College School of Education
05.2009 - 12.2012
Associate of Arts - Liberal Arts
New York City College of Technology
Bachelor of Arts - Early Childhood Special Education
Brooklyn College