Quentin R McKennon

• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
• Verified claim data correctness in preparation for processing.
• Verified customer transactions for legitimacy
• Initiated balance transfer requests
• Educated customers on policy and procedure concerning fraud and non-fraud credit card claims.
• Initiated fraud and non fraud credit card claims

• The field expert role is responsible for revenue, quality and customer satisfaction. As a mobile retail store, the role is to deliver the ordered products and provide assistance with setup. With daily metrics, the role requires daily pursuit of projected goals for market and regional profitability, as well as customer success and cash rewards.
• The expert role works successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Works closely with team members to deliver project requirements, develop solutions and meet deadlines.

As time progressed, and business needs required, my performance awarded me the TEAM LEAD/DISPATCHER role in Jacksonville Florida. That role consists of :

• Tracking changes in computer system to keep records current and accurate.
• Resolving customer complaints and adjusted policies to meet changing needs.
• Keeping detailed and updated records of calls in physical and electronic databases.
• Answering driver requests with information about product availability, shipping information and status updates.
• Leveraging GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
• Relaying information between drivers and recipients regarding ETA and potential delays.
• Overseeing scheduled routes to ensure appropriate coverage by delivery drivers.

• The personal banker role is a virtual guidance to explain banking products, open and close, accounts, file claims and minor disputes, manage debit and money market accounts as customers give direction.
• Has strong knowledge of Allscripts, Soarian and TOPS systems specific to the network of the bank.
• Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
• Created strategic financial solutions to suit individualized client needs.