Quandrala Peterson
Dallas,Texas
Summary
Energetic self-starter with expertise in Claims Management, Customer Service, Property Management, and Telecommunication. Proven leader with exceptional communication, active listening, problem solving, and critical thinking skills. Proficient in medical terminology, project management, and customer & sales resolution.
Overview
21
21
years of professional experience
Work History
Disability Representative/ Examiner
Sedgwick Claims Management
07.2023 - Current
- Process claims and determine benefits due pertaining to the client's disability plan, to make timely payments, adjustments, and other disability offsets.
- Maintaining a seamless claim processing workflow.
- Makes claim determinations based on disability plan regulations to approve or deny non-complex and complex disability claims.
- Provided claimants with clear instructions regarding required documentation for expedited claims processing and timely dissemination of payment information.
- Refers cases to team lead and nurtures professional client relationships.
Senior Accommodation Representative
Sedgwick Claims Management
12.2020 - 07.2023
- Served as main point of contact for callers, addressing their questions and resolving issues pertaining to claims application and servicing processes.
- Provided informative assistance to customers via several communication modes on claim process including required documents, payment procedures and claim progress updates.
- Documented all required call details in a concise, professional manner.
- Provided effective communication of verbal and written application information to meet the needs of internal and external customers.
- Ensured accurate input of requirements into the claims management system
- Assigned new claims to appropriate claim handlers when necessary
- Efficiently manages incoming call flow, optimizing resources and minimizing wait times for callers
- Exhibited dedication by consistently attending work during scheduled hours.
Patient Service Representative I
Quest Diagnostics
10.2019 - 12.2020
- Conducted research, answered inquiries, followed up, and tracked client calls to patients for insurance medical exams.
- Documenting all inbound/ outbound calls and submits problem or difficult calls to the manager.
- Ensures smooth coordination of activities between clients, agents, and client services
- Diligently managed scheduling of applicants alongside examiners or at PSC sites, ensuring seamless communication among agents, candidates, and examiners.
- Coordinated examiner schedules for multiple Health Fairs with precision and flexibility
- Performed mileage calculations for examiners both remotely and in office.
Inbound Sales Representative
Mercedes Benz
07.2019 - 03.2020
- Received inbound calls from Mercedes Benz owner who wanted to setup, inquire, or update billing info on their Mercedes Benz MBRACE account
- Welcomed and Congratulated new owners and existing customers on their purchases as well as built rapport and asked discovery questions which enabled me to offer customers packages and features tailored to their specific needs
- Processed credit card payments for MBRACE services
- Performed callbacks to potential customers, as well as setup reminder callbacks for customers whose trial periods were ending to offer promos and package deals.
Wireless Manager
Wireless Advocates
03.2018 - 06.2019
- Actively interview, recruit, and assess talent
- Work with sales employees to increase overall store profitability, exceeding set company goals in each category
- Enforce company policies and procedures, operating hours, and disciplines
- Observe customer sales interactions with all store employees to provide positive and constructive feedback
- Daily and weekly inventory control over all store products and transactions
- Maintain knowledge of up-and-coming technologies, promotions, and trends
- Provide customers the best customer experience in wireless.
Retail Sales Consultant
AT&T Mobility
Shreveport, La
01.2013 - 01.2018
- Greet customers as they enter the store
- Build value with my customers to find out what their needs are and build a service plan that will best suit them
- Maximizing in my sales ex
- Gross adds, one-time revenue
- Cash and credit card transactions
- Cash deposits
- Open/Closing of the store procedures
- Answering inbound calls from customers
- Build wireless and wired home bundles for our customers.
Front Office Manager
Hilton Garden Inn
Shreveport, La
01.2011 - 01.2013
- Checked guests in and out
- Booked individual
- Ensured customers’ needs were met
- Can operate OnQ System proficiently
- Made sure any issues with rooms were taken care of with great efficiency and care to the customers wants and needs
- Cash and credit card transactions
- Made Front desk and Food & Beverage schedules
- Made Bank Deposits
- Handle any guest complaints.
Front Desk Manager
Comfort Suites
Shreveport, La
01.2009 - 01.2010
- Proficiently operate the CHOICE ADVANTAGE SYSTEM
- Conducted training sessions for property and front desk staff to prepare for successful grand opening
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Generated reports on occupancy levels, revenue figures and customer feedback.
- Promoted loyalty programs to encourage repeat business from customers.
Front Desk Manager
Quality Inn
Shreveport, La
01.2008 - 01.2009
- Proficiently operate the CHOICE ADVANTAGE SYSTEM
- Conducted training sessions for property and front desk staff to prepare for successful grand opening
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Generated reports on occupancy levels, revenue figures and customer feedback.
- Promoted loyalty programs to encourage repeat business from customers.
Technical Support Engineer (TSE1)
US Support Company
Shreveport, La
01.2004 - 01.2006
- Handled incoming calls from customers at Bell South/ At&t call center regarding problems with DSL modems. Assisted customers by troubleshooting technical issues, providing remote support, and determining the need for equipment replacement or scheduling a technician visit.
Education
Phlebotomy -
Cedar Valley College
Dallas, TX08.2020
High School Diploma -
Fair Park High School
Shreveport, LA01.1996
Radiology Technology, Business Management -
Northwestern State University
Shreveport, LASkills
- 15 Years in Customer Service
- Work well with external and internal customers
- Prioritize multiple assignments
- Deliver Consistent Quality and Quantity
- Promote Collaboration
- Partner across multiple departments
- Microsoft Office
- Data Entry
- HIPAA requirements
- Claim Management
- Time Management
- Medical Claim Review
- Call Handling Expertise
Knowledge
- Proficient with Microsoft Windows XP/NT, MS Office, MS Word, Excel, PowerPoint, Juris, Tams, SIR, Opus, AMP, SIEBEL, CSG, Einstein, Citrix, Salesforce, Avaya, HIPAA requirements, Dual Monitors, Time Management, Private Work at home office.
Timeline
Disability Representative/ Examiner
Sedgwick Claims Management
07.2023 - Current
Senior Accommodation Representative
Sedgwick Claims Management
12.2020 - 07.2023
Patient Service Representative I
Quest Diagnostics
10.2019 - 12.2020
Inbound Sales Representative
Mercedes Benz
07.2019 - 03.2020
Wireless Manager
Wireless Advocates
03.2018 - 06.2019
Retail Sales Consultant
AT&T Mobility
01.2013 - 01.2018
Front Office Manager
Hilton Garden Inn
01.2011 - 01.2013
Front Desk Manager
Comfort Suites
01.2009 - 01.2010
Front Desk Manager
Quality Inn
01.2008 - 01.2009
Technical Support Engineer (TSE1)
US Support Company
01.2004 - 01.2006
Phlebotomy -
Cedar Valley College
High School Diploma -
Fair Park High School
Radiology Technology, Business Management -
Northwestern State University
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