Summary
Overview
Work History
Education
Skills
Timeline
Generic

DeNaisha Floyd

South Carolina,SC

Summary

Experienced professional focused on delivering exceptional customer service and effectively addressing inquiries regarding benefits, policies, and procedures. Proven ability to provide timely and accurate solutions to ensure client satisfaction. Committed to delivering high-quality results by taking ownership of issues and ensuring prompt resolution and follow-up.

Overview

4
4
years of professional experience

Work History

Customer Service Specialist II - Jr. Helpdesk Rep

ASM Research
08.2025 - Current
  • Escalated inquiries regarding general registration and training.
  • Offer email Help Desk assistance to Agents, Brokers, Assisters, and Navigators within the Health Insurance Marketplace.
  • Address reported issues promptly, documenting the issue, resolution, and status; escalate to the appropriate team member or work group as necessary.


Case Analyst II (Contract)

ASM Research
12.2024 - 08.2025
  • Managed 100+ complex cases weekly, delivering detailed reports that support decision-making and enhance operational efficiency on insurance claims.
  • Liaise effectively with taxpayers, legal representatives, and internal departments to clarify issues and facilitate timely dispute resolution.
  • Monitored daily workflow adherence, maintaining 97% compliance with SOPs.
  • Supported escalation resolution efforts across 3 cross-functional departments for appeals.


Claims Clerk

Blue Cross Blue Shield of SC
09.2024 - 12.2024
  • Evaluated and processed healthcare claims, maintaining departmental quality and production standards.
  • Coded system entries with 100% accuracy across financial, diagnostic, and duration fields.
  • Verified and adjudicated claims through data entry and validation processes.

Debt Specialist

TD Bank
10.2021 - 09.2024
  • Analyzed financial and billing data to resolve over 50 eligibility-related discrepancies daily, ensuring accuracy and compliance with guidelines.
  • Maintained verification documentation libraries to ensure 100% audit readiness.
  • Participated in special projects aimed at improving data processing workflows and enhancing customer service operations. (New Hire Trainer Mar 2024 - Apr 2024 ; Loss Mitigation Specialist II Project Jul 2022 - Sep 2022)


Case Manager

Department of Social Services
04.2021 - 10.2021
  • Managed caseload of 35+ clients, maintaining 100% documentation compliance.
  • Developed individualized service plans that improved client retention by 28%.
  • Conducted intake assessments with a 98% completion rate across first contact.

Education

BS - Psychology

USC Upstate
Spartanburg, SC
12.2020

Skills

  • Claims Process Optimization
  • Communication
  • Critical Thinking & Decision Making
  • Detail-Oriented Analysis & Documentation
  • Individualized Service Plans
  • Microsoft Outlook Proficiency
  • Process Improvement Planning
  • Self-Motivation & Initiative
  • Time Management & Organizational Excellence

Timeline

Customer Service Specialist II - Jr. Helpdesk Rep

ASM Research
08.2025 - Current

Case Analyst II (Contract)

ASM Research
12.2024 - 08.2025

Claims Clerk

Blue Cross Blue Shield of SC
09.2024 - 12.2024

Debt Specialist

TD Bank
10.2021 - 09.2024

Case Manager

Department of Social Services
04.2021 - 10.2021

BS - Psychology

USC Upstate

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