LaQuisha McCray
Fort Worth,US
Summary
Customer-focused professional with 10+ years of experience in customer care, claims support, and issue resolution in fast-paced, high-volume environments. Skilled in handling inquiries with empathy and accuracy, investigating complex cases, and ensuring compliance with company policies and regulatory guidelines. Adept at multitasking, documentation, and communication to deliver outstanding service and build positive client relationships. Seeking to bring strong problem-solving and service skills to a Customer Care Specialist I role.
Overview
6
6
years of professional experience
Work History
Tax Preparer (Seasonal)
Layaway Tax Services
01.2023 - Current
- Assisted over 100+ clients with tax preparation, ensuring accuracy and compliance with IRS and state regulations.
- Guided clients in understanding obligations, deductions, and credits to maximize refunds or minimize liabilities.
- Delivered professional service in a fast-paced environment while safeguarding client confidentiality.
Sr. Claim Examiner
Lincoln Financial Group
12.2023 - 02.2025
- Managed short-term disability claims, reviewing medical documentation, employer statements, and claimant forms to determine eligibility.
- Communicated with claimants, healthcare providers, and employers to deliver updates and resolve inquiries with empathy.
- Applied investigative skills to identify inconsistencies or potential fraud while ensuring compliance with HIPAA and ERISA.
- Documented case activity and decisions accurately within claims management systems.
- Delivered timely, accurate adjudication of claims while maintaining professionalism and confidentiality.
Advanced Escalation Specialist
DoorDash Corp
08.2019 - 11.2023
- Handled high-level escalations involving merchants, customers, and dashers, ensuring resolution of complex and sensitive issues.
- Conducted thorough investigations by reviewing case history, policies, and supporting documentation.
- Collaborated with internal teams (compliance, legal, risk management) to ensure accurate outcomes.
- Provided clear and timely communication to stakeholders, building trust and satisfaction.
- Maintained compliance with internal policies and external regulations while delivering customer-focused solutions.
Education
Bachelor of Science - Health Care Management
Tarrant Community College
Fort Worth, TX05-2029
High School Diploma -
John Glen Academy High School
Phoenix, AZ05-2006
Skills
- Customer Service & Support
- Escalation Resolution
- Claims Processing & Documentation
- Relationship Building
- Regulatory Compliance (HIPAA, ERISA, IRS)
- Critical Thinking & Decision-Making
- Payment & Data Processing
- Organization & Time Management
- Communication (Verbal & Written)
- Payment processing
- Critical thinking
- Decision-making
Timeline
Sr. Claim Examiner
Lincoln Financial Group
12.2023 - 02.2025
Tax Preparer (Seasonal)
Layaway Tax Services
01.2023 - Current
Advanced Escalation Specialist
DoorDash Corp
08.2019 - 11.2023
Bachelor of Science - Health Care Management
Tarrant Community College
High School Diploma -
John Glen Academy High School
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