Billie Queen
Bakersfield,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.
Overview
9
9
years of professional experience
Work History
88M Motor Transport Operator
US Army
09.2016 - 09.2022
- Completed routine inspections and daily preventive maintenance services
- Planned routes based on local laws, weather conditions, time constraints, and terrain.
- Enhanced vehicle maintenance by consistently conducting thorough inspections and performing preventive measures.
- Reduced accidents by enforcing high standards for personnel conduct during vehicle operation and loading/unloading procedures.
Team Lead
MAXIMUS
10.2022 - 10.2023
- Monitored team progress and enforced deadlines
- Collaborated with the management team to implement new work procedures or policies.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Customer Service Representative
Delta Dental Of California
11.2023 - 08.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Enhanced patient experience by building rapport, addressing concerns, and explaining procedures in a professional manner.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Quality Assurance/Quality Control Analyst
TEKsystems
02.2023 - 10.2023
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Inspected items and compared against standards to meet regulatory requirements.
Supervisor
Account Resolution Group
10.2018 - 10.2021
- Resolved customer complaints and adjusted policies to meet changing needs
- Provided ongoing training to address staff needs, and facilitated individual coaching sessions with CSRs to realign productivity goals
- Financial auditor, responsible for discovering errors and fraud within customer documents and reports.
Member Service Guide
Devoted Health Insurance
08.2024 - 06.2025
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Assisted clients in understanding their coverage options, guiding them towards the most suitable plans for their needs.
- Improved customer satisfaction levels by providing clear communication and prompt resolution of claim inquiries.
- Resolved client inquiries efficiently through clear communication, resulting in improved customer relationships and trust.
Education
High School Diploma -
Ridgeview High School
06.2016
Skills
- Team Leadership
- Adaptable and Resilient
- Coaching and Mentoring
- Time Management
- Critical thinking
- Problem solving
- Reliable
- Microsoft Excel
- Powerpoint
- Financial auditing
- Quality Assurance Controls
- Quality Processes
- Report Analysis
- Quality Assurance
Timeline
Member Service Guide
Devoted Health Insurance
08.2024 - 06.2025
Customer Service Representative
Delta Dental Of California
11.2023 - 08.2024
Quality Assurance/Quality Control Analyst
TEKsystems
02.2023 - 10.2023
Team Lead
MAXIMUS
10.2022 - 10.2023
Supervisor
Account Resolution Group
10.2018 - 10.2021
88M Motor Transport Operator
US Army
09.2016 - 09.2022
High School Diploma -
Ridgeview High School
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