GLORIA ANN HALL
Customer Advocacy & Resolution Specialist (Specializing in healthcare, insurance & complex customer needs)
Jonesboro,GA
Summary
Customer-focused insurance and healthcare service professional with over 10 years of experience in high-volume call center environments. Expertise in resolving coverage, billing, and policy inquiries through phone, chat, and email while ensuring compliance and quality standards. Recognized for effective problem-solving and strong system navigation skills across multiple platforms. Committed to delivering exceptional service aligned with organizational goals.
Overview
12
12
years of professional experience
Work History
Quality Assurance Reviewer (Remote)
ALLCAT CLAIMS SERVICES
Boerne, Texas
01.2021 - 11.2025
- Reviewed and evaluated insurance claim documentation, ensuring accuracy and adherence to compliance and quality standards.
- Supported adjusters and internal teams by researching claim issues and resolving discrepancies, enhancing overall claims processing.
- Identified trends impacting customer experience, recommending actionable improvements to enhance service quality.
- Documented outcomes clearly and consistently within claims systems.
- Maintained strict confidentiality and adherence to regulatory guidelines.
Claims Customer Service Rep.
STATE FARM INSURANCE
Atlanta, Georgia
01.2017 - 01.2021
- Achieved first-call resolution while maintaining quality, compliance, and performance metrics.
- Assisted customers with policy questions, billing concerns, and claims inquiries during high-volume inbound calls, ensuring timely resolution.
- Clarified coverage, deductibles, and next steps with empathy, enhancing customer understanding and satisfaction.
- Resolved moderately complex issues efficiently within defined authority levels, escalating when necessary to ensure customer needs were met.
- Navigated multiple systems simultaneously while documenting all interactions thoroughly.
Client Operations Supervisor
NORRED & ASSOCIATES, INC.
Atlanta, Georgia
01.2015 - 12.2017
- Served as primary point of contact for escalated service concerns, resolving issues to enhance client satisfaction.
- Coordinated client-facing operations and issue resolution, streamlining scheduling to improve service delivery.
- Maintained records, ensured compliance with internal procedures, and supported team workflows.
- Cultivated positive relationships with customers, reinforcing trust and ensuring high levels of satisfaction.
MK Client Consultant
DONNELLY COMMUNICATIONS (Michael Kors)
Atlanta, Georgia
11.2013 - 01.2015
- Resolved billing, account, and service-related inquiries, enhancing customer satisfaction and retention.
- Provided customer support via chat, email, phone, and written correspondence in structured call center environment, ensuring consistent service delivery.
- Maintained detailed records to ensure compliance and support quality assurance processes.
Education
Business Management - Marketing
University of Phoenix
Atlanta, GASkills
- Customer Service & Policy Support
- Insurance Coverage & Billing Inquiries
- Call Center Operations (High Volume)
- Phone, Chat & Email Communication
- Policy Review & Documentation
- Compliance & Confidentiality
- Schedule Adherence & QA Standards
- First Call Resolution
- Multi-System Navigation
- Microsoft Office (Word, Outlook, Excel)
- Escalation & Issue Resolution
- Cross-Functional Collaboration
Awards
- Allstate Performer of the Year (4x)
- Allstate Claims Associate of the Quarter (Multiple Years)
- State Farm Customer Service Representative of the Quarter (2x)
- Norred Customer Service Representative of the Year
Education And Licensing
- Business Management | Marketing, University of Phoenix, Atlanta, GA, 1-½ Years
- Multi-State Property & Casualty Adjuster Licensing, AL, CT, FL, LA, MS, OK, RI, SC, TX
Timeline
Quality Assurance Reviewer (Remote)
ALLCAT CLAIMS SERVICES
01.2021 - 11.2025
Claims Customer Service Rep.
STATE FARM INSURANCE
01.2017 - 01.2021
Client Operations Supervisor
NORRED & ASSOCIATES, INC.
01.2015 - 12.2017
MK Client Consultant
DONNELLY COMMUNICATIONS (Michael Kors)
11.2013 - 01.2015
Business Management - Marketing
University of Phoenix