LaQuanda Craig
Customer service
Millbrook,AL
Summary
Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.
Positive, communicative, and detail-focused professional with solid foundation in customer service and problem-solving. Understanding of insurance processes and policies combined with strong analytical and organizational skills. Dedicated to providing efficient solutions and ensuring customer satisfaction.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Claims Representative
TTEC
04.2022 - 05.2024
- Customers call in needing to dispute charges on their government provided prepaid account
- Charges caused by lost stolen cards, bad business, fraud and scams i then moved to into a another position as a MRA AGENT
- As a MRA agent I am now responsible for listening to other agent calls and ensuring that they meet all expectations per their job duties
- I then either correct was not done and summarized what actually happened or what is needed to be done
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
Lead Player Services Representative
Wind Creek Montgomery
06.2021 - 07.2022
- Assist guest with Financial transactions, Cash Advances, Check cashing, Handle high sums of cash
- Money auditing, and account status, upgrades at local Casino
- Provided personalized recommendations on games and entertainment options based on guest preferences, enhancing their overall experience.
- Supported marketing initiatives by gathering customer feedback on promotions, events, and offerings to inform future campaigns.
- Enhanced customer experience by providing exceptional assistance and support during their gaming sessions.
PSCO Call taker
City of Montgomery, AL
11.2018 - 06.2021
- Emergency 911 Call taker
- Assisting citizens in their most difficult time of needs
- Sending first responders to scenes and different locations for help
- Completing hit, holds of wanted suspects
- Filling missing persons reports
- Giving pre-arrival instructions
- Using NCIC to search confidential information
- Etc..
- Handled sensitive information with discretion, safeguarding customer privacy while adhering to company policies and regulations.
ACCOUNT PAYABLE/COLLECTIONS
Alorica
03.2015 - 11.2018
- As a collector/ CSR my job duties included processing payments for companies such as AT&T & DTV
- When needed i made arrangements, restored services or maybe give the customers a brief description of their bill
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Receptionist/Operator
HNTB Corporation
01.2018 - 09.2018
- As a receptionist i would greet guest at the front office, make sure everyone has proper id to enter building, i also set up meetings, interviews
- I have the responsibility to process over 300 state bills a month
- I then got promoted to Operator 1
- My job was to review cameras of the highways and check for any issues with traffic related to the weather or any accidents
- Also checked for any abandoned vehicles and dispatch available road rangers or any emergency responders that is needed
Education
Bachelors in Business Management - Business Management
American InterContinental University
01.2013 - 01.2014
Bachelors in Business Management - Business Management
Troy University
01.2009 - 09.2011
High school diploma - undefined
Selma High School
08.2002 - 05.2006
Skills
Accounts Receivable
Tax Experience
Time management
Basic math
Customer Support
Live Chat
Customer service
Technical Support
Office Management
Cold calling
Organizational skills
Multi-line phone systems
Account reconciliation
Office Administration
Communication skills
Customer Care
Call Center
Math
Phone etiquette
CSR
Guest services
Typing
10 key typing
Customer Service
Balance sheet reconciliation
Accounts Payable
Data entry
Computer/ typing skills at an expert level
Microsoft office
File management
Multitasking
Teamwork skills
Documentation processing
Additional Information - Special Skills
Computer/typing skills at an expert level
Personal Information
Willing To Relocate: Anywhere
Timeline
Claims Representative
TTEC
04.2022 - 05.2024
Lead Player Services Representative
Wind Creek Montgomery
06.2021 - 07.2022
PSCO Call taker
City of Montgomery, AL
11.2018 - 06.2021
Receptionist/Operator
HNTB Corporation
01.2018 - 09.2018
ACCOUNT PAYABLE/COLLECTIONS
Alorica
03.2015 - 11.2018
Bachelors in Business Management - Business Management
American InterContinental University
01.2013 - 01.2014
Bachelors in Business Management - Business Management
Troy University
01.2009 - 09.2011
High school diploma - undefined
Selma High School
08.2002 - 05.2006