Qiana January
Florissant,MO
Summary
Highly motivated Customer Service Professional with more than a decade of experience resolving complex customer inquiries. I am trained and experienced in resolving customer complaints and promoting conflict resolution. I have an excellent track record of meeting and exceeding productivity targets with meticulous alphanumeric data entry skills, typing up to 55 WPM.
Overview
13
13
years of professional experience
Work History
Retail Assistant Manager
Lane Bryant
Brentwood, MO
09.2022 - Current
- Displayed products attractively and maintained store image consistent with company standards.
- Resolved customer inquiries and complaints, ensuring positive shopping experiences.
- Trained and supervised cashiers in cash handling techniques, ensuring accuracy in transactions.
- Ensure that cash is deposited promptly and accurately ,all while following company policies and procedures.
- Leading and motivating team members, delegating tasks, and ensuring they are performing effectively.
Claims Intake Specialist
American Family Insurance
St Louis, Missouri
07.2021 - 11.2022
- Established high-quality customer relationships through empathetic, active listening to ensure client satisfaction.
- Assess client needs through fact-finding questions while gathering details needed to provide pertinent information to claim specialists to research and investigate the incident.
- Obtained releases, proof of loss, or compensation agreements and issued company drafts for claims payments to facilitate efficient resolution.
- Referred claims to underwriting for review based on thorough risk evaluation to support informed decision-making.
- Work with highly sensitive information with the utmost integrity and discretion.
Customer Service Rep
Aetna Healthcare
Saint Louis , MO
01.2018 - 02.2021
- Determine medical necessity , applicable coverage provisions and verifies member eligibility in response to referrals and correspondence.
- Answered questions and resolved complex issues for members and providers, enhancing overall satisfaction.
- Analyzed member claim history to ensure accuracy in benefit tracking, supporting claims processing.
- Ensured accuracy of financial data related to coinsurance and deductibles.
Customer Service Representative
Commerce Bank
Creve Coeur, Missouri
02.2013 - 02.2018
- Processed routine financial transactions, including deposits, withdrawals, and advances, while ensuring exceptional customer service.
- Investigated fraudulent charges thoroughly and compensated customers effectively to maintain trust and satisfaction.
- Stopped activity on lost or stolen Visa Check Cards and efficiently processed stop payments to protect customer accounts.
- Adhere to all bank, security audit and compliance requirements.
Education
Medical Assistant Certification - Nursing
Sanford Brown College
Hazelwood, MO04-2006
High School Diploma -
Riverview Gardens
Saint Louis, MO 05-2004
Skills
- Customer relationship management
- Sales forecasting
- Visual merchandising
- Inventory management
- Cash handling
- Employee training
- Team leadership
Timeline
Retail Assistant Manager
Lane Bryant
09.2022 - Current
Claims Intake Specialist
American Family Insurance
07.2021 - 11.2022
Customer Service Rep
Aetna Healthcare
01.2018 - 02.2021
Customer Service Representative
Commerce Bank
02.2013 - 02.2018
Medical Assistant Certification - Nursing
Sanford Brown College
High School Diploma -
Riverview Gardens