Eunique Bolton
Wesley Chapel,USA
Summary
Analytical and thorough Intake Analyst with experience in reviewing, documenting, and processing client applications. Known for strong analytical skills, comprehension of complex regulations, and ability to work effectively under pressure. Demonstrated history of improving process efficiency and accuracy in previous roles. Possess excellent communication skills necessary for liaising between clients and internal teams to achieve seamless workflow.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Fraud and dispute intake analyst/ Quality Analyst 2
U.S. Bank
06.2023 - Current
- Process and respond to customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy.
- Answering incoming calls and providing high quality support to our credit and debit card customers over the phones.
- Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts and forwarding fraud and dispute information to the appropriate parties.
- Initiating fraud claims and providing information on existing fraud and dispute claims.
- Partnering with multiple departments to service fraud and dispute issues.
- Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups.
- Monitors and evaluates the quality of work as measures against timeliness, accuracy, and productivity standards.
- Documents, quality issues, performance measures, and quality improvements for management review.
- Provide information to assist in giving feedback to employees and in the training of employees.
- Ensure proper application of an compliance with internal and regulatory standards, guidelines, and procedures.
Messaging Specialist
Verizon Wireless
04.2020 - 03.2023
- Creates an effective and personalized customer journey through Verizon's messaging channel.
- Provides a customer experience for each interaction by creating a positive and efficient connection while honing in on resolutions.
- Assists customers with all customer service transactions, including but not limited to billing, equipment inquiries, activations, plan changes, updates and tier 1&2 troubleshooting.
- Design and implement customer retention strategies to increase loyalty and retain business.
- Handles multiple conversation at one time while adapting to each customer scenario differently and providing a personable interaction each and every time.
- Works in a fast paced environment to address customer concerns, providing solutions to ensure a premium customer experience and driving both personal and business results.
Customer Service Advocate
Verizon Wireless
03.2015 - 04.2020
- Used impressive multitasking and tech-savvy skills to resolve challenging customer issues including device-related troubleshooting, service inquiries and more.
- Design and implement customer retention strategies to increase loyalty and retain business.
- Answered a high volume of customer calls, and deliver innovative, individualized solutions, satisfying the ever-changing needs of our diverse customer base.
Care Advocate
Community Health Solutions
08.2014 - 02.2015
- Establish accounts, Maintained and ensured the confidentiality of all personal health Information collected.
- Served as a care advocate, providing support, triage and referral access to the clinical staff.
- Work directly with other Client Services Representatives and Management staff to provide accurate information and superior customer service contributes.
- Placed outreach calls to members/responsible parties for coordination, scheduling, collecting demographic/non-clinical information, referrals, ME requests, and other ancillary provider requests, as directed by nursing staff.
Care Advocate
EQ Health Solutions
02.2014 - 08.2014
- Deliver extraordinary client care by responding to concerns knowledgeably and providing a consistent and exceptional client experience.
- Made 100+ outbound welcoming calls to members with Medicare/ Medicaid insurance using management approved script covering important plan information.
- Conducted health care assessments.
- Verified members date of birth, address, phone number, responsible party and physician on file.
- Documented every account and completed tickets when changes are made on file, i.e., physician name change.
- Mailed member material packages, member I.D. cards, important forms.
Mortgage and Affiliate Coordinator
Bank of America
11.2012 - 11.2013
- Researched loans to identify correct lien holder.
- Contacted various banking and financial institutions to gather data for mortgage loans.
- Created Lost Note affidavits.
- Contacted attorneys and other involved parties regarding mortgage loan payoffs and foreclosures.
Education
High school diploma -
Howard W Blake high school
Tampa, FL01.2005
Skills
- English
- Computer Skills
- Documentation review
- Microsoft Office
- Quality Assurance
- EMR Systems
- Firewall
- Cash register
- Risk analysis
- Customer service
- Software troubleshooting
- Document management
- Network support
- Negotiation
- Research
- Cash handling
- Telecommunication
- Fraud prevention and detection
- Technical support
- Medical Records
- Analysis Skills
- Microsoft Word
- Banking
- Communication skills
- Technical Support
- Data entry
- Patient Care
- Hotel experience
- Medical records
Certification
- BLS Certification, 06/01/24, Present
- Certified Medication Aide, 06/01/24, Present
- Forklift Certification, 06/01/24, Present
- Residential Care Facilities for the Elderly Administrator, 06/01/24, Present
- CPR Certification, 06/01/24, Present
- Euniquely touched cleaning service llc, 04/01/23, Present
- Driver's License
- Fundamental Payroll Certification
- Medical Billing Certification
- Certified Payroll Professional
Timeline
Fraud and dispute intake analyst/ Quality Analyst 2
U.S. Bank
06.2023 - Current
Messaging Specialist
Verizon Wireless
04.2020 - 03.2023
Customer Service Advocate
Verizon Wireless
03.2015 - 04.2020
Care Advocate
Community Health Solutions
08.2014 - 02.2015
Care Advocate
EQ Health Solutions
02.2014 - 08.2014
Mortgage and Affiliate Coordinator
Bank of America
11.2012 - 11.2013
High school diploma -
Howard W Blake high school