Summary
Overview
Work History
Education
Skills
Timeline
Generic

DeAngela Gresham

Lawrenceville,GA

Summary

Results-driven customer service professional with a proven track record of success in fast-paced insurance and healthcare settings. Proficient in call handling, documentation, and issue resolution using CRM systems and Microsoft Office Suite. Recognized for exceptional multitasking abilities, keen attention to detail, and a strong commitment to improving customer satisfaction levels. Excited about leveraging skills within a dynamic team environment to make a significant impact on operational excellence in the insurance industry. Diligent Caregiver focused on providing optimal support to clients through personalized assistance and care required to manage diverse medical conditions. Proficient in organizing medications, doctor appointments and personal activities. Caring, organized, and friendly with excellent interpersonal skills.

Overview

11
11
years of professional experience

Work History

Family Caregiver

PASSION TO CARE | Home Care
03.2022 - 06.2023
  • Advocated for enrollment in Georgia's Community-Based Medicaid Program by researching eligibility, contacting agencies, and coordinating required documentation.
  • Provided in-home care and support to a family member, managing daily routines, wellness monitoring, and companionship.
  • Ensured compliance with care standards by following approved plans and maintaining meticulous records.
  • Communicated with program administrators and healthcare providers to establish care authorization and resolve service-related concerns.
  • Delivered personalized care with empathy while maintaining confidentiality, safety, and HIPAA compliance in a home setting.
  • Coordinated healthcare appointments for patients, ensuring timely access to necessary medical services.

Scheduling Specialist

Veritext Legal Solutions
10.2021 - 04.2022
  • Scheduled 10+ events accurately with request court reporters and/or videographers for legal proceedings; including depositions, hearings, and arbitrations across various time zones.
  • Booked conference rooms when applicable and coordinated attendance logistics to ensure seamless event execution.
  • Collaborated with cross-functional teams when scheduling responsibilities were regionally delegated, ensuring thorough communication and follow-through.
  • Supported remote teams with calendar updates, client confirmations, and documentation to keep legal proceedings on track.
  • Developed strong relationships with employees, fostering an atmosphere of trust that facilitated open dialogue about scheduling preferences or concerns.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.

Customer Service Representative

VoiceNation
08.2021 - 11.2021
  • Handled approximately 50-80 inbound calls with professionalism and empathy, assisting clients across diverse industries.
  • Adapted communication style to match client tone and service expectations, creating seamless customer experiences.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Met customer call guidelines for service levels, handle time and productivity.

Legal Secretary

Lynn Leonard & Associates-State Farm Insurance
09.2016 - 05.2018
  • Requested settlement amounts from claims departments, drafted motions, and initiated claims check processing for out-of-court settlements.
  • Scheduled mediations, arbitrations, and maintained calendars and emails for 2 attorneys with precision and confidentiality.
  • Responded to to-dos and critical case milestones, ensuring timely task completion and procedural compliance.
  • Made and received client calls to gather case details and scheduled initial attorney consultations.

Intake Specialist

Sharon W. Ware & Associates-State Farm Insurance
03.2015 - 09.2016
  • Received and reviewed approximately 10+ electronic claim files, extracting case details and uploading documentation with proper naming conventions.
  • Routed files to managing attorney and assigned cases to designated legal teams, including attorneys, paralegals, and support staff.
  • Scheduled critical to-dos and deadline notifications for hearings, responsive pleadings, and case milestones.
  • Created pre-merging litigation packets aligned with lawsuit type to support attorney prep and streamline case processing.
  • Maintained organized case records while ensuring confidentiality and legal compliance in a deadline-driven environment.
  • Trained new staff on intake protocols and best practices for customer service excellence.
  • Developed training materials that enhanced team understanding of policy products and services.
  • Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
  • Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
  • Supported office staff and operational requirements with administrative tasks.

Customer Service Coordinator

State Farm Insurance
12.2013 - 03.2015
  • Acted as a procedural expert, guiding Customer Care Center representatives in system navigation and policy adherence.
  • Facilitated team training and knowledge-sharing sessions that elevated productivity, compliance, and service quality.
  • Provided real-time call support, boosting first-call resolution rates and quality assurance scores.
  • Increased team performance metrics by 15% through targeted coaching and workflow refinement.
  • Streamlined documentation processes to reduce handling time and enhance customer service consistency.
  • Implemented service improvements that directly contributed to higher client satisfaction and operational accuracy.
  • Managed escalated inquiries swiftly and professionally, strengthening relationships with policyholders.
  • Collaborated with cross-functional teams to develop training tools that improved employee confidence and performance.

Customer Service Representative

State Farm Insurance
10.2012 - 12.2013
  • Delivered front-line support across 80+ daily inbound calls, consistently maintaining a 95% quality assurance score.
  • Educated policyholders on coverage, billing, and claims processes while meeting service benchmarks and compliance standards.
  • Documented client interactions using CRM systems with 98% accuracy, supporting streamlined issue resolution and follow-up.
  • Handled escalated calls from agents and policyholders, resolving complex concerns with professionalism and empathy.
  • Built strong rapport through active listening and solution-focused communication, helping exceed customer satisfaction targets.
  • Multitasked across digital platforms and call systems to ensure timely policy updates and inquiry resolutions.

Education

High School Diploma -

Hoover High School
Hoover, AL
05.1998

Skills

  • CRM & Case System Proficiency
  • High-Volume Call Handling
  • Calendar & Deadline Management
  • Client-Facing Communication & Resolution

Timeline

Family Caregiver

PASSION TO CARE | Home Care
03.2022 - 06.2023

Scheduling Specialist

Veritext Legal Solutions
10.2021 - 04.2022

Customer Service Representative

VoiceNation
08.2021 - 11.2021

Legal Secretary

Lynn Leonard & Associates-State Farm Insurance
09.2016 - 05.2018

Intake Specialist

Sharon W. Ware & Associates-State Farm Insurance
03.2015 - 09.2016

Customer Service Coordinator

State Farm Insurance
12.2013 - 03.2015

Customer Service Representative

State Farm Insurance
10.2012 - 12.2013

High School Diploma -

Hoover High School

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