Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Timeline
Generic

Quency Walker

Atlanta,GA

Summary

Compassionate Call Agent with documented strengths in building customer relationships. Caring and kind with focus on providing effective solutions to complex problems. Eager to provide superlative results for customers and employers alike. Detail-oriented Call representative offering eight years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives. Well-spoken claims adjuster with two years of experience supporting companies with up to two hundred customer service inquiries daily. Patient and helpful navigator of company policies and regulations to best serve customers while adhering to company rules. Successful de-escalator, responding to tense situations with sense of calm and empathy.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Call Representative

Avantive Solutions
Atlanta, GA
01.2022 - 02.2024
  • Answered incoming calls and responded to customer inquiries in a professional manner.
  • Provided customers with product and service information, as well as troubleshooting assistance.
  • Processed orders, forms, applications, and requests while following established protocols.
  • Directed customer calls to appropriate personnel for resolution of complex issues.

Claims Adjuster

Pilot Freight Services
Atlanta, GA
04.2021 - 02.2022
  • Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
  • Researched relevant laws, regulations, legal decisions and precedents to determine appropriate course of action.
  • Interpreted policy language to determine coverage for insureds under various lines of business.
  • Reviewed medical records, police reports and other documents related to claim investigations.
  • Conducted interviews with claimants, witnesses and medical professionals to obtain additional information about the claim.
  • Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
  • Negotiated settlements with claimants or their representatives in order to resolve disputes quickly and economically.
  • Determined reserves for each claim based on estimated costs of settlement or defense.
  • Presented cases at mediations or arbitrations as needed in order to facilitate dispute resolution process.
  • Developed relationships with attorneys, experts and vendors in order to ensure prompt service when necessary.
  • Maintained accurate documentation of all claim activity within designated system.
  • Provided training sessions for new adjusters on best practices for adjusting claims.

Warehouse Assistant

Graphic Packaging
Stone Mountain, GA
05.2018 - 10.2020
  • Received and processed incoming orders, ensuring accuracy of information.
  • Verified stock inventory levels and maintained records of items shipped and received.
  • Packed goods for shipment, including labeling boxes and preparing shipping documents.
  • Organized warehouse racks to ensure efficient storage of goods.
  • Maintained a clean work area in the warehouse, keeping it free from dust and dirt.
  • Operated forklift to move materials around the warehouse safely.
  • Used hand pallet truck to transport heavy material within the facility.
  • Reported any damaged items or discrepancies in shipments to supervisor immediately.
  • Collaborated with other departments to coordinate product delivery schedules.
  • Assisted with unloading trucks using appropriate equipment as needed.

Education

High School Diploma -

Towers High School
Decatur, GA
05-2015

Skills

  • Customer Service
  • Account Documentation
  • Customer Correspondence
  • CRM Software
  • Account Security
  • Complaint Resolution
  • Goal-Oriented
  • Account Management
  • Call Handling
  • Customer Needs Assessment
  • Call Center Customer Service
  • Gathering Information
  • Quality Control
  • Data Gathering
  • Problem-Solving Skills
  • Interpersonal Skills
  • Resolving Issues
  • Quality Assurance
  • Customer Communications
  • Answering Questions
  • Analytical Abilities

Affiliations

  • Writing
  • photography
  • Karate
  • Art

Accomplishments

  • High GPA
  • SAT exam results
  • Fellowships

Certification

  • Forklift

Timeline

Call Representative

Avantive Solutions
01.2022 - 02.2024

Claims Adjuster

Pilot Freight Services
04.2021 - 02.2022

Warehouse Assistant

Graphic Packaging
05.2018 - 10.2020

High School Diploma -

Towers High School

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Quency Walker