Quar'Drinna Harris
Killeen
Summary
Experienced Customer Support Specialist with a proven track record in resolving customer issues, resulting in consistently high satisfaction rates. Skilled in problem-solving and effective communication, enhancing the overall customer experience.
Overview
9
9
years of professional experience
Work History
Insurance Customer Service Representative
Premera Blue Cross Of Washington
07.2025 - Current
- Resolved customer inquiries regarding insurance policies and coverage options.
- Educated clients on benefits and claims processes to enhance understanding.
- Processed claims efficiently, ensuring compliance with company policies and regulations.
- Collaborated with cross-functional teams to streamline customer service workflows.
Customer Support Specialist
Concentrix
02.2019 - 07.2025
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Retention Specialist
Spectrum
02.2022 - 02.2025
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Professional and highly motivated agent with strong sales strategies and developmental experience in a fast-paced, dynamic Call Center Sales environment.
- Motivate a team of individuals to meet or exceed established sales targets. Develop new sales strategies within the call center to maximize opportunities.
- Ensures that company revenue goals are met and exceeded in all areas, including connects, upgrades and additional revenue generating units (RGUs).
- Collaborated with cross-functional teams including sales, billing, and technical support to address complex customer inquiries or concerns remotely.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Claims Representative
Progressive
06.2016 - 06.2019
- Claim professionals are often the first on call, other duties are included but are not limited to, providing clear explanations of coverage details, policy terms, and claim procedures to customers.
- Maintained detailed records of all interactions, correspondence, and transactions related to each claim. Assisted customers in filing initial insurance claims by guiding them through the process step-by-step.
- Verified accuracy of submitted documents such as police reports, medical bills, repair estimates etc. Adhered to company policies and industry regulations while handling sensitive customer information with confidentiality.
- Resolved escalated customer complaints promptly by providing empathetic support and finding appropriate solutions.
- Participated in ongoing training programs to stay updated on changes in insurance laws/regulations. Achieved an average settlement time below industry standards by implementing streamlined workflows.
Education
Associate of Arts - Business Fundamental
University of Phoenix
Tempe, AZ06.2025
GED -
East Mississippi Community College
Scooba, MS06-2012
Skills
- Analytical problem-solving
- Customer complaint resolution
- Customer engagement strategies
- CRM software
- Supportive engagement
- Ticketing system experience
- Remote support
- System configuration
Timeline
Insurance Customer Service Representative
Premera Blue Cross Of Washington
07.2025 - Current
Retention Specialist
Spectrum
02.2022 - 02.2025
Customer Support Specialist
Concentrix
02.2019 - 07.2025
Claims Representative
Progressive
06.2016 - 06.2019
Associate of Arts - Business Fundamental
University of Phoenix
GED -
East Mississippi Community College