KEVIONA MCQUEEN
Dallas,TX
Summary
Experienced claims and customer service professional with over 10 years of experience in claims operations, fraud investigation, customer relations, and administrative support. Proven success managing high-volume workloads, leading teams of 20-100 employees, improving processes, and maintaining accuracy in fast-paced environments. Skilled in communication, data entry, reporting, training, and operational coordination. Seeking leadership, problem-solving, and customer service expertise to contribute to organizational success.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Adjuster Assistant Team Lead
Pilot Catastrophe Services (Allstate Contractor)
Richardson, TX
10.2020 - Current
- Promoted from Adjuster Assistant to Team Lead based on performance, leadership, and operational impact.
- Manage daily operations for a high-volume catastrophe claims environment supporting teams of 20-100 employees.
- Oversee staffing, workflow distribution, scheduling, reporting, and daily team activities.
- Coordinate communication between insured customers, adjusters, and insurance representatives to support timely claim inspections.
- Review claim documentation, verify accuracy, and maintain detailed records throughout the claim process.
- Monitor operational data and reporting systems to ensure accuracy and efficiency.
- Lead weekly leadership meetings and provide performance updates.
- Develop and conduct training programs for employees to improve productivity and service quality.
- Implement process improvements to enhance scheduling, reporting, and claims handling procedures.
- Assist with scaling operations during major catastrophe events while maintaining customer service standards.
- Provide guidance, coaching, and support to team members in a fast-paced environment.
Fraud Specialist II
Genpact
Richardson, TX
02.2018 - 04.2020
- Investigated suspected fraudulent activity and reviewed customer claims for potential fraud risks.
- Conducted research, interviews, and investigations to determine validity of reported incidents.
- Identified fraud trends and assisted with fraud prevention initiatives.
- Documented findings and prepared reports for management review.
- Responded to customer inquiries regarding suspected fraudulent transactions.
- Maintained accuracy while managing sensitive customer information.
Office Assistant
Health Clinic
Dallas, TX
01.2017 - 02.2018
- Provided front desk support by greeting clients and managing incoming communications.
- Scheduled appointments and maintained calendars.
- Performed accurate data entry, filing, record maintenance, and document processing.
- Answered phones professionally and directed calls appropriately.
- Assisted with administrative tasks using Microsoft Office applications.
Customer Service Representative
PFS Web
Dallas, TX
05.2015 - 01.2017
- Provided daily customer service support for Pandora Jewelry accounts.
- Handled inbound calls regarding orders, tracking, and customer inquiries.
- Resolved customer concerns while maintaining professionalism and efficiency.
- Assisted with training new employees.
- Completed administrative duties and maintained accurate customer records.
Customer Service Representative
Motiiv
Dallas, TX
09.2013 - 04.2015
- Managed inbound customer calls related to vehicle maintenance scheduling.
- Assisted customers with questions and service needs.
- Provided outbound promotional outreach to potential customers.
- Followed procedures while delivering excellent customer service.
Education
Bachelor of Science - Nursing (BSN) Coursework
Texas Woman’s University
Texas08-2025
High School Diploma - General Studies
Gateway Charter Academy
Texas05-2014
Skills
- Claims Management
- Catastrophe Claims Operations
- Team Leadership & Supervision
- Customer Service & Customer Relations
- Fraud Investigation
- Data Entry & Records Management
- Training & Development
- Workflow Coordination
- Reporting & Documentation
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Scheduling & Calendar Management
- Process Improvement
- Problem Solving
- Communication Skills
Certification
- CPR Certification — March 2018 - March 2021
- Food Handler Certification — March 2018 - March 2021
- TABC License to Sell Alcohol Beverages — January 2018 - January 2020
Timeline
Adjuster Assistant Team Lead
Pilot Catastrophe Services (Allstate Contractor)
10.2020 - Current
Fraud Specialist II
Genpact
02.2018 - 04.2020
Office Assistant
Health Clinic
01.2017 - 02.2018
Customer Service Representative
PFS Web
05.2015 - 01.2017
Customer Service Representative
Motiiv
09.2013 - 04.2015
High School Diploma - General Studies
Gateway Charter Academy
Bachelor of Science - Nursing (BSN) Coursework
Texas Woman’s University