Leia Glaspie
Wimauma
Summary
Resourceful and solutions-focused hospitality professional with a proven track record of supporting both homeowners and guests through complex, high-stakes situations. Skilled at navigating sensitive service issues with empathy and precision while aligning resolutions with company policy and brand standards. Collaborates closely with internal teams—including Trust & Safety, Listing Content, Onboarding, and Partner Photography—to drive operational excellence and ensure listing accuracy. Recognized for exceptional written communication, strong ownership mindset, and a commitment to enhancing the customer experience at every stage of the booking lifecycle. Seeking to leverage deep knowledge of Evolve’s systems, tone, and service standards in a strategic, relationship-focused role.
Overview
12
12
years of professional experience
Work History
Associate Advisor, Owner and Guest Support
Evolve Vacation Rental
Denver
04.2024 - Current
- Serve as a key liaison between homeowners and guests, resolving sensitive and time-critical issues with professionalism, empathy, and accuracy
- Oversee incident reports by reviewing and analyzing owner- and guest-submitted photos and documentation to validate concerns related to property condition, safety, damage, or listing accuracy
- Coordinate with internal partners including Trust & Safety, Listing Content, the Onboarding Team, and the Partner Photography Team to ensure listing visuals accurately reflect the home and meet quality standards
- Manage high volumes of multi-channel communication (phone, email, messaging), delivering clear, policy-aligned responses that reflect Evolve’s standards
- Handle complex guest experiences including early departures, refund eligibility, and property complaints while protecting homeowner interests
- Assist homeowners with booking management, calendar adjustments, and guest inquiries, ensuring seamless reservation operations
- Maintain detailed records of all interactions and case developments to support cross-team alignment and accountability
- Known for strong written communication, precise documentation, and a solutions-focused approach to challenging scenarios
- Proactively identify opportunities to improve owner satisfaction and demonstrate ownership-level thinking to support team growth and success
Data Entry Specialist
CareMetx
Lake Mary
09.2022 - 04.2024
- Inputted data into computer system to ensure accuracy and completeness of records.
- Organized files, updated customer information, and generated reports as requested.
- Identified errors in the data entry process and corrected them promptly.
- Performed data entry tasks including keying in numerical or alphanumerical information from source documents into databases.
- Verified entries made in the database against original paper documents to ensure accuracy.
- Utilized various software applications to enter, update, verify, and retrieve data efficiently.
- Assisted other departments with research projects involving large amounts of data entry.
- Entered large volumes of data quickly with a high degree of accuracy.
Medical Service Coordinator
Wipro Technologies
Tampa
12.2021 - 09.2022
- Worked closely with the Veteran Administration Regional Office of Veterans with disability and compensation claims to coordinate daily workload and other assignments.
- Improve policies and procedures through development, implementation, revision and evaluation of new protocols.
- Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Handling 60+ calls a day, utilizing emails, Microsoft word, Excel while scheduling appointments with Veterans and providers nationwide.
- Conducted follow-up calls to patients to ensure satisfaction with services provided.
Eligibility Coordinator (Completed Contract)
OurFlorida Emergency Rental Assistance Program
Lake Mary
11.2020 - 12.2021
- Ensured compliance with applicable laws, regulations, and standards when making determinations about applicant eligibility.
- Assisted in training new staff members on how to properly evaluate an applicant's eligibility for a program or service.
- Responded promptly to inquiries from applicants regarding their status or questions they may have about the process.
- Collaborated with other departments within the organization to ensure accurate determination of an individual's program and service eligibility.
- Reviewed applications for completeness, accuracy, and compliance with established guidelines.
- Maintained up-to-date records of all applicant information including documents submitted as part of the application process.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
Accounts Payable Clerk (Completed Contract)
Pasco-Hernando State College
Brooksville
02.2019 - 12.2020
- Processed invoices and payments in accordance with company policies and procedures.
- Reconciled vendor statements, investigated and resolved discrepancies.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Analyzed invoice and expense reports, identified variances and researched issues to correct problems and maintain financial compliance.
- Compiled, coded and submitted weekly invoices to accounting for payment.
- Problem-solved accounts payable questions on behalf of internal team members, management and vendors.
- Handled high-volume invoice processing with minimal supervision.
Supervisor of Operations
Highland Assisted Living & Memory Care
Jackson
08.2017 - 02.2019
- Established a positive working relationship between nurses, physicians, social workers, therapists, administrators, volunteers, family members and other healthcare professionals.
- Collaborated with interdisciplinary teams to develop individualized care plans for each resident based on their specific needs and preferences.
- Managed employee performance through regular feedback sessions and coaching sessions when needed.
- Addressed complaints from families regarding the care provided by nursing home staff members promptly and effectively.
- Hired, trained, and managed a team of six employees on overnight, twelve-hour shifts to ensure clients’ safety and well-being were always met and document/report any changes in clients’ overall health status.
- Monitored patients’ medications and update health charts daily.
- Assisted clients with personal care, including dressing, mobility, administering medication, personal hygiene, eating, and transporting clients to doctors’ appointments.
Referral Specialist
Humana
St. Petersburg
09.2013 - 09.2017
- Assisted patients in understanding their insurance coverage and answered questions about referrals, authorizations, and other related issues.
- Identified potential problems with referrals before submitting them to insurers and worked with providers to resolve those issues quickly.
- Reviewed all documentation associated with each referral request to ensure compliance with relevant regulations.
- Monitored changes in payer policies related to referral processing and communicated those changes internally.
- Handled over 55+ inbound and outbound calls, in a call center environment to speak with Humana customers regarding their insurance coverage/enrollment and speak with providers to gather required patient information while maintaining live chats, and emails.
- Interpreted complex benefit plans accurately when determining whether requested services are covered under an individual's policy.
- Utilized Athena software to help patients and the practice realize substantial savings, while simultaneously maintaining HIPAA compliance.
Education
Completion of The Law Enforcement Basic Recruit Program - Law Enforcement
Pasco-Hernando State College
New Port Richey, FL02-2020
High School Diploma -
Jackson High School
Jackson, MI05-2011
Skills
- Development Team Collaboration
- Experience In Conflict Resolution
- Technical Troubleshooting
- Effective Customer Communication
- Proficient in Microsoft Office Suites (Word, Outlook, Excel, PowerPoint, OneNote, and Access)
- Incident management
- Team collaboration
- Performance reporting
- Conflict Resolution & De-escalation
- Hospitality & Guest Experience
- Owner Relations & Partnership Support
- Booking Management (Airbnb, Vrbo, Direct)
- Reservation Troubleshooting
- Incident Report Handling
- Policy Interpretation & Application
- Written & Verbal Communication
- CRM & Case Management Systems
- Multichannel Communication (Phone, Email, Messaging)
Timeline
Associate Advisor, Owner and Guest Support
Evolve Vacation Rental
04.2024 - Current
Data Entry Specialist
CareMetx
09.2022 - 04.2024
Medical Service Coordinator
Wipro Technologies
12.2021 - 09.2022
Eligibility Coordinator (Completed Contract)
OurFlorida Emergency Rental Assistance Program
11.2020 - 12.2021
Accounts Payable Clerk (Completed Contract)
Pasco-Hernando State College
02.2019 - 12.2020
Supervisor of Operations
Highland Assisted Living & Memory Care
08.2017 - 02.2019
Referral Specialist
Humana
09.2013 - 09.2017
Completion of The Law Enforcement Basic Recruit Program - Law Enforcement
Pasco-Hernando State College
High School Diploma -
Jackson High School