Patricia Queral
Spokane,WA
Summary
Executed a migration project of roughly 630 procedures. Created, updated, managed and audited policies and procedures for multiple teams on multiple platforms. Performed trainings and managed communications to staff. Resumed and implemented a quality monitoring program. Monitored and managed a customer service referral program to drive sales opportunities. Performed testing and validation when implementing or making changes to the customer relationship management platform. Extremely passionate about advocating for associate satisfaction.
Overview
14
14
years of professional experience
Work History
Examiner Support Specialist II
State of Washington
10.2022 - Current
- Answer incoming phone calls from claimant’s and third parties
- Verify caller, evaluate needs and answer questions about the disability claim
- Perform morning intake to manually assign special cases and modify adjudicator caseloads
- Fax or mail follow-up requests for medical records to vendors
- Review, create and close DSHS Non-Grant Medical Assistance (NGMA) cases
- Complete helpdesk tickets to gather and upload claimant's records from Barcode or L&I
- Review cases for required paperwork from Social Security to receipt or reject claims
- Manage small case load to order exams and medical records for The Office of Hearings Operations
- Review Case Prior Decision paper folders for pertinent records for scanning to the current electronic case
Process Design Consultant
Bank of America
05.2020 - 04.2022
- Create, update, manage and audit policies and procedures for multiple platforms and teams
- Conduct trainings, managed communications and participated in process mapping sessions on new or changed processes
- Executed a migration project of roughly 630 procedures
- Owner and manager of team SharePoint site
- Subject matter expert in efforts to resolve and remediate procedural risks identified by legal, risk and compliance
- Managed the quality assurance process and reporting for sales team activities
- Oversight of our Quality Monitoring Program:
- Resumed and implemented the program
- Managed monthly metrics for reporting
- Engaged in monthly calibration calls
- Retained responsibility for tasks listed below for the Senior Retention Business Analyst role
Senior Retention Business Analyst
Bank of America Merchant Services
09.2014 - 05.2020
- Monitor and manage the Customer Service Referral Program
- Create, update and manage policies and procedures for sales team
- Assist with implementing strategies to upgrade clients when a product or service has retired
- Performed testing and validation in Salesforce test environment prior to implementing changes
- Assisted in creation and testing of DocuSign (electronic signature capability) for sales team
- Knowledgeable of Salesforce and quality reports surrounding Service Level Agreement’s, sales opportunities and campaigns
Partner Sales Coordinator
Bank of America Merchant Services
08.2012 - 09.2014
- Quality check and key orders for new products and services sold
- Great understanding of products and services, pricing, campaigns and ownership policy
- Managed the referral email inbox
Segmentation Team Lead
Bank of America
02.2011 - 08.2012
- Associate and escalation support via floor walking, chats, and email
- Subject matter expert for large relationships within merchant services
- Performed call quality listening including monthly calibration calls
- Managed workflow of requests coming through the lead email inbox
- Create, update, and manage procedures for the second level support team
- Queue management and updated associate schedules
- Responsible for team communications
Education
Some College -
Spokane Falls Community College
High School Diploma -
Cheney High School
06.2005
Skills
- Process creation and improvement
- Procedure management
- Risk assessment and mitigation
- Multi-tasking
- Time management
- Research and problem resolution
- Collaborate well with others
- Microsoft Word, Excel and PowerPoint
Timeline
Examiner Support Specialist II
State of Washington
10.2022 - Current
Process Design Consultant
Bank of America
05.2020 - 04.2022
Senior Retention Business Analyst
Bank of America Merchant Services
09.2014 - 05.2020
Partner Sales Coordinator
Bank of America Merchant Services
08.2012 - 09.2014
Segmentation Team Lead
Bank of America
02.2011 - 08.2012
Some College -
Spokane Falls Community College
High School Diploma -
Cheney High School
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