Qiana McCurn
Las Vegas
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Anthem/Elevance
05.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
Team Leader
Green Valley Grocery
05.2021 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Collected, arranged, and input information into database system.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Gathered, organized and input information into digital database.
- Maintained database systems to track and analyze operational data.
Fraud Analyst
The Members Group
08.2014 - 04.2021
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Patient Service Representative
Unity Point Health Methodist
04.2016 - 04.2018
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Managed patient registration process, confirming data accuracy and completeness.
Customer Service Representative
Sears Holdings
04.2012 - 03.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Associate of General Studies - Medical Office Assistance
Vatterott College - Des Moines
Des Moines, IA05.2015
High School Diploma -
Hoover High School
Des Moines, IA05.2010
Skills
- Customer Service
- Problem-solving abilities
- Adaptability
- Data Entry
- Money handling abilities
- Paperwork Processing
- Active Listening
- Communication
- Payment Processing
- Typing speed of 40 WPM
- Administrative Support
- Live chat support
Timeline
Customer Service Representative
Anthem/Elevance
05.2021 - Current
Team Leader
Green Valley Grocery
05.2021 - Current
Patient Service Representative
Unity Point Health Methodist
04.2016 - 04.2018
Fraud Analyst
The Members Group
08.2014 - 04.2021
Customer Service Representative
Sears Holdings
04.2012 - 03.2016
Associate of General Studies - Medical Office Assistance
Vatterott College - Des Moines
High School Diploma -
Hoover High School
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