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Denise Dean

@denisedean1

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Quality assurance professional at Health Insurance Alliance who reduced QA cycle time by 25%.

United States

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What I'm looking for

I’m seeking a forward-thinking role in quality assurance and customer experience, focused on regulatory compliance, streamlining operations, and continuous improvement to deliver high-quality, error-free service outcomes.

At Health Insurance Alliance, I led quality assurance for billing and payment systems, U65 departments, and ancillary services. I designed test plans and cases for functional, regression, and integration scenarios, with a focus on billing workflows and compliance.

I identified recurring defect root causes and drove process improvements that reduced QA cycle time by 25% and improved quality. I also collaborated with developers, product managers, and compliance officers to resolve issues and improve product reliability and user experience.

At Together Health Brokerage, I reviewed licensed agents’ calls for Medicare and company guideline compliance, documented evaluations, and created audit reports and training materials. I’m seeking a forward-thinking role in quality assurance and customer experience where I can support regulatory compliance, streamlined operations, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Quality Assurance Captain (Team Lead)

Health Insurance Alliance

Aug 2024 - Jul 2025 (11 months)

Led quality assurance for billing and payment systems, U65 departments, and ancillary, ensuring compliance and accuracy. Designed test plans, identified root causes, and reduced QA cycle time by 25%.

Five9 VICIdial Virtual Observer Salesforce Genesys Test Planning Root Cause Analysis Process Improvement

Medicare Sales Quality Assurance Specialist

Together Health Brokerage

Jun 2021 - Jan 2024 (2 years 7 months)

Reviewed licensed agents' calls for Medicare compliance, evaluated calls using scorecards, and entered evaluations into CRM. Provided coaching, developed training materials, and maintained monthly quotas.

Salesforce CRM Quality Assurance Medicare Compliance Call Monitoring Training Audit

Agent Support

Cirrus Solutions

Sep 2020 - Jun 2021 (9 months)

Handled calls to determine health insurance eligibility based on Medicare/Medicaid status, verified network coverage, and enrolled members. Handled confidential information and verified agent licensing.

Healthcare Eligibility Medicare Medicaid Network Verification Customer Service Data Entry

Unemployment Assistance Specialist

Florida Dept of Unemployment

May 2019 - Aug 2020 (1 year 3 months)

Answered calls related to unemployment benefits during COVID-19, assisted with applications, eligibility, PIN resets, tax issues, and claims. Entered and updated records and routed forms.

Customer Service Claims Processing Data Entry Eligibility Determination

Quality Assurance

Florida Home Improvement

Jan 2018 - Mar 2020 (2 years 2 months)

Reviewed outbound calls to confirm lead qualification and appointment setting, verified property information, and assessed agent pitches for accuracy. Documented outcomes in internal systems.

Call Monitoring Quality Assurance Lead Qualification Documentation