Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Candra McQueen

Oklahoma City,Oklahoma

Summary

Licensed in Property and Casualty as well as Health, Life, and Accident insurance in 46 states.

Personable and dedicated Customer Service Representative with extensive experience in Sales, Account Management, Insurance, and Office Administration. Solid team player with an upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for leadership, relationship building, cultivating partnerships, and growing businesses.

Overview

13
years of professional experience

Work History

Nationwide Mutual Insurance Company
Oklahoma City, Oklahoma

Remote Personal Lines- Retention Agent
05.2022 - Current

Job overview

  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
  • Developed appropriate quotes based on risk information.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
  • Developed coordinated protection plans by calculating and quoting rates for immediate coverage action and long-term strategy implementation.
  • Strengthened traceability by developing organization systems for keeping records, reports and agendas.
  • Greatly improved office operations by reducing backtracking of work through creation of material movement process.
  • Leveraged industry trends to shape solutions and approaches.
  • Strategized long-term business objectives by assessing customer feedback for direction on process improvements.

MARRS, LLC
Oklahoma City, OK

Team Lead, Senior Account Manager
05.2018 - 12.2021

Job overview

  • Delegated daily tasks to team members to optimize group productivity.
  • Collaborated with upper management to implement new work procedures or policies.
  • Established and maintained good public relations and networking within the community to develop business.
  • Fostered positive employee relationships through communication, training, and development coaching.
  • Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
  • Exceeded sales/retention goals for accounts by upselling additional services to assist with environmentally safe IT recycling methods.
  • Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
  • Established and enforced sales goals to boost team success.
  • Spearheaded sales initiatives with concise prospecting methods which yielded results with daily contacts made.
  • Oversaw new employee onboarding procedures from initial training period to assist with skill development.

Cornerstone Counseling And Consulting Services
Oklahoma City, OK

Medical Office Manager
08.2017 - 05.2018

Job overview

  • Managed staff scheduling and set patient scheduling policy.
  • Performed data entry and processing into system databases and troubleshot minor computer issues.
  • Oversaw digital patient charting, data entry, and administrative duties regarding insurance, billing, and accounts receivable.
  • Coordinated logistics for internal and external staff meetings and conferences.
  • Streamlined office processes and procedures to boost profits and productivity and facilitate continuous improvements.
  • Worked with upper management to improve workflows and eliminate unnecessary tasks.
  • Copied and faxed important information for patient and client records.
  • Managed office inventory and placed new supply orders.
  • Elevated customer satisfaction ratings by promptly resolving client and case issues.

Addison Group
Oklahoma City, OK

Patient Financial Advocate
11.2016 - 04.2017

Job overview

  • Screened patients for eligibility for state, local, and federal assistance programs.
  • Accessed programs and set up correct payment strategies based on patient means and needs.
  • Identified discrepancies and carrier issues regarding billing and reimbursements.
  • Processed refund requests and reconciled deposit and patient collections.
  • Submitted claims to insurance companies.
  • Sent incomplete or incorrect claims to supervisors for proper adjudication.
  • Accurately input procedure codes, diagnosis codes, and patient information into billing software to generate up-to-date invoices.
  • Executed account updates and noted account information in company data systems.

Kelly Services (Blue Cross Blue Shield of OK)
Oklahoma City, Oklahoma

Producer Advocate (temp)
10.2015 - 05.2016

Job overview

  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Processed monthly payments and researched payment discrepancies for contracted insurance producers.
  • Reconciled ledger to validate that payments were accounted for and accurately posted.
  • Gathered supporting documents to drive invoice accuracy and work through billing discrepancies.
  • Recorded adjustments to previous pay-related errors.
  • Collaborated with cross-functional teams to define workflow processes to improve the overall inbound call experience.

Enterprise Holdings
Oklahoma City, OK

WFH Reservation Sales Agent
09.2013 - 08.2015

Job overview

  • Engaged customers in friendly, professional dialogue to determine needs.
  • Converted calls to reservations by leveraging knowledge of offered products and services to help customers with their selection process.
  • Maintained customer loyalty by quickly resolving complaints and service issues.
  • Answered questions about pick-up locations/destinations to assist customers with making favorable choices.
  • Researched and resolved customer issues.
  • Drove substantial sales through suggestive selling and by promoting add-on purchases.
  • Leveraged CRM system to manage sales activities and track sales performance.

TTEC (Contract for Bank of America)
Oklahoma City, OK

Team Lead- Benefits Solutions Specialist
02.2011 - 09.2013

Job overview

  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Streamlined documentation processes by collaborating with various departments to identify best practices.
  • Reviewed, evaluated, and adjusted claims to promote fair and prompt payment.
  • Addressed client questions and resolved complaints related to products, services, and accounts.
  • Coached, developed, and motivated team members to achieve focused department goals.
  • Assessed call performance for team members within my department, providing coaching for any missed quality opportunities.
  • Participated in extensive HIPAA training to remain industry compliant and assist with achieving the company-wide standard for handling sensitive and personal patient data.

Education

Alfred E. Smith Highschool
The Bronx, NY

GED
2008

University Overview

Oklahoma State University - Oklahoma City
Oklahoma City, OK

Some College (No Degree) from Business Management

University Overview

Skills

  • Billing Procedures
  • Quality Assurance
  • New Agent Training
  • Client Relations
  • Sales Force Product Knowledge
  • Sales and Marketing
  • B2B Sales and Customer Service
  • MS Office
  • Medical Terminology Knowledge
  • Customer Retention Strategies
  • Onboarding
  • Coaching and Development

Timeline

Remote Personal Lines- Retention Agent
Nationwide Mutual Insurance Company
05.2022 - Current
Team Lead, Senior Account Manager
MARRS, LLC
05.2018 - 12.2021
Medical Office Manager
Cornerstone Counseling And Consulting Services
08.2017 - 05.2018
Patient Financial Advocate
Addison Group
11.2016 - 04.2017
Producer Advocate (temp)
Kelly Services (Blue Cross Blue Shield of OK)
10.2015 - 05.2016
WFH Reservation Sales Agent
Enterprise Holdings
09.2013 - 08.2015
Team Lead- Benefits Solutions Specialist
TTEC (Contract for Bank of America)
02.2011 - 09.2013
Alfred E. Smith Highschool
GED
Oklahoma State University - Oklahoma City
Some College (No Degree) from Business Management

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Candra McQueen