Jalen Queen

Case Management

• Supervise multiple call centers across AAA market, overseeing the resolution of complex damage complaints related to vehicles serviced during emergency roadside assistance.
• Act as the primary point of escalation for high-priority cases, including VIP cases; ensuring a timely and thorough investigation and resolution of member concerns.
• Directly engage with members by providing personalized contact (phone/email), requesting detailed documentation (photos, written statements, estimates) to investigate cases.
• Collaborate with upper management, legal, contracted roadside service stations, and repair shops, to assess liability and determine the most equitable solution for both members and AAA.
• Process approved cases by issuing checks for damage claims, with signed releases of liability per company policy. This includes processing deducts from numerous corporate accounts and notifying the proper department with a deduct notice.
• In some instances, decline cases and guide members through alternative avenues, such as insurance claims or small claims court.
• Monitor and update internal procedures to streamline complaint resolution and enhance overall member service experience.
• Perform case management across numerous states including California, Hawaii, Texas, Alabama, New Mexico, Missouri, Arkansas, Kansas, Alabama, Mississippi, Pennsylvania, West Virginia, Virginia, Kentucky, Ohio, Maine, New Hampshire, and Vermont.

Escalations and Help Desk

• Provide daily forecast of dispatch volume to lower level agents in order to gauge current service level
• Serve as a support team for Emergency Roadside Agents, Membership Agents, and AAA Branch employees by answering incoming questions either via phone or Microsoft Teams
• Take incoming escalated calls from agents in which members wish to speak to a Supervisor for various situations such as agent error, station error, damage reports, service delays, membership issues, etc.
• Provide and approve overrides for service related charges.
• When involving agent error or station error, perform internal review forms and forwarded to their immediate supervisor.
• Required to know changing policies across 18 servicing states and to facilitate that quickly to either agents or members in a high paced Emergency Roadside Service atmosphere.

*Prior to current role, performed duties as a dispatcher for AAA Emergency Roadside. Was responsible for problem solving service issues ranging from delays, outages, and reroutes. Worked in a group setting in which rapport with internal employees and contracted stations, was a requirement to ensure timely service. Covered entire Orange County Area of California.

• Performed audit reviews of individual tax returns to verify refund and payment amounts.
• Calculated deduction and subtraction amounts on tax returns.
• Adjusted tax returns to adhere with state tax law.
• Created updated bill balances for tax payers.
• Skilled in working with tax preparers, accountants, power of attorney’s, and small estate affidavits.
• Assisted tax payers with current year tax return questions.
• Established residency status and filling requirements for tax payers.
• Submitted direct deposit tracer forms on replacement checks.
• Identified and reported fraudulent filings to State Fraud Department.
• Bound by law to guard taxpayer information at all times.
• Took over 100 incoming calls during tax season from residents across state.

• Possess high attention to detail while working under strict deadlines.
• Handled large amounts of cash at times exceeding $10,000.
• Settled cash drawer daily with no shortages or overages.
• Maintained professional demeanor at all times.
• Worked under little to no supervision, while handling large amounts of cash.
• Made well informed decisions on check releases and holds.
• Identified fraudulent transactions and reported accordingly.
• Trained in opening and closing bank procedures.

• Would count down cash drawers, close daily financials at shift end, and send reports to corporate
• Attach daily outside and “to be collected” sales to appropriate accounts
• Evaluated and input company payouts daily
• Received and deposited all change fund orders
• Conducted employee one on one coaching sessions, where future goals were discussed
• Managed a restaurant crew of ten or more employees at a time
• Scheduled breaks, delegated daily work activities, and monitored restaurant labor
• Conducted interviews and hired employees