Quanda Gaines
Camden,NJ
Summary
Driven professional with extensive experience as a Virtual Customer Service Representative at Conduent, adept in administrative support and member account management. Excelled in negotiating child support cases and streamlining logistics operations, demonstrating a firm adherence to policies and procedures. Proven track record in enhancing customer service delivery and achieving significant improvements in compliance and efficiency.
Overview
26
26
years of professional experience
Work History
Virtual Customer Service Representative
Conduent
Hamilton, NJ
04.2023 - Current
- Evaluated child support cases to decide suitable actions.
- Directed child support cases to ensure enforcement compliance.
- Analyzed legal documents to ensure the accuracy of child support orders.
- Provided guidance on available remedies for non-payment or delinquency in payment of child support obligations.
- Responded to inquiries from employers regarding proper withholding procedures for child support payments.
Virtual Customer Service Representative
Firstsource Solutions Pvt.Ltd
Dallas, TX
10.2022 - 04.2023
- Facilitated discussions with members and providers to address specific needs.
- Maintained confidentiality of patient information in line with HIPAA guidelines.
- Delivered information concerning the status of prior authorizations to members.
- Coordinated peer reviews enabling physicians to engage with insurance providers on medical necessities.
Customer Service Representative
Arise Virtual Solutions Inc.
Miramar, FL
09.2008 - 01.2023
- Conferred with customers by telephone or in person to provide information about products or services, and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Proposed enhancements in products, services, and billing procedures to reduce potential issues.
- Handled inquiries through calls and emails, ensuring seamless support for product and service processes.
Logistics Coordinator
Jevic Transportation
Delanco, NJ
09.1998 - 05.2008
- Created and updated standard operating procedures for logistics operations.
- Resolved any issues or discrepancies related to product delivery or receipt promptly.
- Responded quickly to customer inquiries about order status or changes in schedules.
- Coordinated daily transportation activities, including scheduling, routing, tracking, and documentation.
Education
Associate of Arts - Psychology
Rowan College At Burlington County
Pemberton, NJ05.2018
Skills
- Administrative and office support
- Member account management
- Negotiation skills
- Call center experience
- Policies and procedures adherence
Timeline
Virtual Customer Service Representative
Conduent
04.2023 - Current
Virtual Customer Service Representative
Firstsource Solutions Pvt.Ltd
10.2022 - 04.2023
Customer Service Representative
Arise Virtual Solutions Inc.
09.2008 - 01.2023
Logistics Coordinator
Jevic Transportation
09.1998 - 05.2008
Associate of Arts - Psychology
Rowan College At Burlington County
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