DaQuaisha Smith
Lauderdale Lakes
Summary
To outperform the goals set for my role within my business unit by putting my diverse restoration, insurance, and customer service skills to use. I’ve held a variety of positions over the last 12 years that have shaped my current skill set. I hope to work in a team-oriented environment where good communication, accountability, and productivity among team members are encouraged.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Claims Response Specialist
Heritage Insurance
04.2021 - Current
- High-level communication with examiners, claims managers and stake holders regarding claim services, overseeing
- Influx of claims-related service requests, delivering claims package to claim examiners for review and approval, delegating initial and final
- Field documents to mitigation data processors for input into Xactimate,
- Preparing In House Peer Review estimates based on invoices submitted by outside contractors, preparing Mold Remediation estimates based off specialty testing and protocols.
- Oversee a team to create and understand claim reports on a daily basis
- Combined job roles from data mitigation specialist
Senior Data Mitigation Specialist
Heritage Insurance
04.2019 - 04.2021
- WRT Industry certified
- Proficient use in programs such as Xactimate, CVM and Restoration Manager
- Input’s data into database systems and periodically creates reports based on the information
- Accuracy and attention to detail based on information inputted
- The ability to dissect reports to remove inaccurate or add missing information
- Proper training when needed
- Invoicing for completed jobs
- Ability to identify different job types to understand the work cycle
Manager
Teleperformance
02.2018 - 03.2019
- Watched over a team of about 15-25 advisors
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees
- Entered data via excel regarding call notes, attendance and new guidelines
- Created team PowerPoints on information such as new information and better ways to understand material
- Authorizing replacements or refunds
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
Data Entry
FEMA
08.2017 - 01.2018
- Entered and updated information into a data base on Debri pro
- Proficiently used Microsoft and excel to update documents
- Responsible for validating and organizing documents in the proper folders
- Verified accuracy
- Trained new individuals to the team
Bank Services Team Leader
First Data
10.2016 - 08.2017
- Watched over the team when assistance was needed and answered questions
- Take phone calls regarding bank accounts and personal account information such as payments and balances
- Escalate issues when needed
- Send out statements and new cards or replacement cards when necessary
- Took supervisor calls when agents needed extra assistance
- Speak with branch employees when needed regarding issues or customer accounts
- Used different systems to distinguish fraud or suspicious callers
- Balance transfers from one credit card to another
- Adjusted fees on accounts such as late fees, interest fees, over limit fees and etc
Sprint Team Leader
Teleperformance
06.2014 - 03.2016
- Walked the floor when necessary and assisted with any unanswered questions
- Take phone calls regarding bills, fixing devices and promotions
- Troubleshoot devices when devices were having malfunctions such as no internet, no service or apps not working
- Solved problems regarding issues such as bill too high, wanted to switch plans, or was over charged
- Take payments for bills and contracts
- Train employees for new assignments or new employees
- Outbound Calls to customers regarding follow ups, placing orders or information from emails received
- Organize Information for employees such as schedules and escalations
- Margate
Manager
McDonalds
02.2013 - 10.2015
- Taking customer’s order through drive thru and front counter
- Entered deposit data and wasted food for the day
- Paper work for the store such as food temperatures, write ups for employees and new promotions
- Took deposits to the bank and counted money for the day for that particular shift
- Resolved customer complaints through phone calls or via email
- Scheduling for employees and requested days off
- Pompano Beach
Education
Associate Degree In Criminal Justice -
Broward College
Fort Lauderdale, FL12.2023
Standard Diploma -
Blanche Ely High School
01.2014
Skills
- Expert ability to multi-task
- Self-starter
- Excellent written and verbal communication skills
- Team player
- Great organizational skills
- Excellent work ethics
- Dependable/trustworthy
- Computer skills
- Customer Service Skills
- Ability to lead a team
Certification
- IIRC WRT Certified
- FL 620 Adjuster License
- Xactimate Level 1 Certified
Timeline
Senior Claims Response Specialist
Heritage Insurance
04.2021 - Current
Senior Data Mitigation Specialist
Heritage Insurance
04.2019 - 04.2021
Manager
Teleperformance
02.2018 - 03.2019
Data Entry
FEMA
08.2017 - 01.2018
Bank Services Team Leader
First Data
10.2016 - 08.2017
Sprint Team Leader
Teleperformance
06.2014 - 03.2016
Manager
McDonalds
02.2013 - 10.2015
Associate Degree In Criminal Justice -
Broward College
Standard Diploma -
Blanche Ely High School
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