Gloria Leitner
Detroit,MI
Summary
Customer Service Representative and Claims Administrative Assistant experienced in enhancing customer experiences and ensuring accurate claim processing. Delivered customized solutions through effective communication and active listening while streamlining claims resolution processes. Maintained professionalism under pressure, managing multiple tasks and providing comprehensive administrative support.
Overview
8
8
years of professional experience
Work History
Claims Administrative Assistant
Protector Loan Protector
Troy, MI
05.2025 - Current
- Review claim documents for completeness and accuracy
- Provide claimants and policyholders with timely status updates to enhance communication and transparency
- Organize correspondence and supporting records for pending claims
- Resolve routine claim questions using company guidelines
- Facilitate timely resolution of overdue claims by following up with adjusting companies for overdue claims reports.
- Process payments for approved claims in accordance with company policies and procedures.
- Provide administrative support such as filing, scanning, data entry, photocopying, faxing and other clerical duties.
- Assist management team with special projects to improve operational efficiency
CALL CENTER ASSOCIATE- Insurance Tracking
Proctor Loan Protector
Troy, MI
08.2023 - 05.2025
- Achieved first call resolution by addressing customer issues during initial contact.
- Assisted customers by answering questions and resolving inquiries to enhance satisfaction.
- Provide excellent customer service to meet the needs of the insured, the agent, and all other internal & external customers.
- Placed outbound customer service calls to follow up on discrepancies, ensuring timely resolution.
- Adhered to company policies and scripts to maintain call-time efficiency and quality standards.
- Multi-task between various software programs to service customers
CSR
Bank Of America
Lincoln Park, MI
01.2019 - 04.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to a supervisor.
- Trained new personnel on company operations, policies, and services to ensure effective onboarding.
- Demonstrated high energy and professionalism in interactions with clients and staff to foster positive relationships.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
Oak Park High School
Oak Park, MIAssociate of Business Administration -
Wayne County Community College District
Detroit, MISkills
- Claims management
- Claims Review
- Claim documentation
- Payment processing
- Records management
- Proficient in MS Office
- Calm and Professional Under Pressure
- Attention to detail
- Time management
Timeline
Claims Administrative Assistant
Protector Loan Protector
05.2025 - Current
CALL CENTER ASSOCIATE- Insurance Tracking
Proctor Loan Protector
08.2023 - 05.2025
CSR
Bank Of America
01.2019 - 04.2023
High School Diploma -
Oak Park High School
Associate of Business Administration -
Wayne County Community College District