DEAUNTA MARSHALL
USAA
San Antonio,United States
1
Certification
2027
years of professional experience
Service-oriented customer service/management with 7 years background in a call center:Business environment. Core competencies include Excellent communication skills, ability to work in a fast-paced environment and Highly skilled in coaching representatives to their full potential as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Work History
Insurance Specialist
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
Client Service Advocate
5 Years 5 Months- Coach and develop a team of associates
- Identify behaviors and opportunities to strengthen associate call statistics and customer satisfaction
- Resolve escalated calls and complex research
- Communicate process and procedural changes
- Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
Client Service Advocate
2 Months- During the month of October 2020, I got the opportunity to be a part of a training group to assist in transitioning financial center employers to work from home
- My job duties were mainly to train and review material with the agents before they got into productive
- Also assisted in massive audits based on call type transfer rate and short calls.
Class Procter
3 Months- As a class Procter, it was my job to manage a newly hired training class in the credit card department at my location
- My job was to show leadership and represent Bank of America to the newly hired employees
- My job duties consisted of filing attendance each and every day
- I also worked as an assistant to the trainer with questions and going more into detail with the provided training based on experience
- Also reported any behavior issues to management.
On the Job Training Coach
1 Year- As an OJT coach, it was my job to process my knowledge and skills I have obtained throughout my career to the newly hired associates after they have completed training
- Hosted small meetings with a divided amount of associates to review processes and procedures to be able to fully assist customers once in production.
Senior Specialist
2 Years 11 Months- Determine charges for services requested, collect deposits or payments, or arrange billing
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation
- Assist clients with credit card maintenance requests
- Explain clients' credit card invoices and inform how interest is being calculated and ways to prevent interest.
Sr Customer Service Specialist
1 Year 6 Months- Provide seamless delivery of customer solutions from routine to complex issues to customers and teammates in a contact center environment
- Deliver a high-quality customer experience while using knowledge of multiple products to Premier Customers
- Exceeded expectation for performance.
Subject Matter Expert
1 Year 7 Months- As a subject matter expert, my job duties were to produce weekly reports outlining the business operations' successes and gaps for the senior management team
- Reviewed accounts daily to determine the areas in need of improvement and strategies for correcting faults
- Resolved or escalated business problems to keep operations moving smoothly
- Collected and documented data from a variety of sources to compile a complete picture of business operations
- Supported operations with consistent maintenance and updates of corporate files and records
- Maintained a good working relationship with co-workers and management
- Assisted team members and managers with tasks to maintain productivity and meet project milestones
- Addressed concerns quickly to avoid lasting issues.
Education
HIGH SCHOOL DIPLOMA - Basic Education
- Honors: Graduated with honors, Graduated with distinction
- Member of football
- Basketball team
Skills
Operation monitoring
Team oversight
Regulatory compliance
Troubleshooting
Organization
Analytical thinking
Public speaking
Motivation
Creative/critical thinking
Research/system analysis
Teamwork
Structural modification
Education and Training
Prioritization
Collaboration
Multitasking
Verbal communication/judgement and decision making
Complex Problem-solving
Microsoft word PowerPoint and excel
Monitoring
Certification
I'm a license insurance agent certified by the the National Association of Insurance Commissioners (NAIC)
Timeline
Client Service Advocate
Bank of America
10.2020 - 12.2020Read More
Client Service Advocate
Bank of America
06.2019 - 11.2024Read More
Class Procter
Bank of America
03.2019 - 06.2019Read More
On the Job Training Coach
Bank of America
06.2018 - 06.2019Read More
Senior Specialist
Bank of America
07.2016 - 06.2019Read More
Sr Customer Service Specialist
Bank of America
01.2016 - 07.2017Read More
Subject Matter Expert
Convergent outsourcing
08.2014 - 03.2016Read More
Winston Churchill High School
HIGH SCHOOL DIPLOMA from Basic Education
Read More
Insurance Specialist
USAA
2025 - CurrentRead More