Summary
Overview
Work History
Education
Skills
Career Highlights
Timeline
Work Availability
AdministrativeAssistant

Quineica Boyd

Spring,Texas

Summary

To utilize my professional experience, knowledge and education in obtaining a position within the company that offers a challenging and rewarding career with advancement opportunities. Ability to handle and meet aggressive, metric oriented deadlines while maintaining a high degree of accuracy detail-oriented, with strong organizational skills.

Overview

11
11
years of professional experience

Work History

Customer Support Representative

Travelers
04.2019 - 03.2023
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Contributed ideas and practical solutions to support process improvement efforts.

Customer Support Analyst

Ceva Logistics
12.2016 - 02.2019
  • Utilizes personal computer and Windows NT and Lotus Notes software (knowledge of tools i.e., data entry, and navigating the internet) to access customer accounts and product information for features and problem resolution
  • Provide logistics input to production scheduling for optimal scheduling of shipments to carrier schedules
  • Monitor, track and communicate the progress of product from the supplier to ensure the efficient and timely movement of the product to the customer
  • Coordinate efficient processes in accordance with global strategy to achieve optimum performance standards
  • Work with the customer's appointed freight forwarders and domestic and international carriers to ensure the customer's logistics requirements are met
  • Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
  • Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.

Customer Service Specialist

Metlife
05.2012 - 09.2016
  • Manage and execute specialized and complex billing requirements for high profile C&I customers
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Review daily SAP exception reports and resolve system generated errors in a timely manner
  • Develop understanding of customer data and invoicing processes in order to operate and make decisions accordingly
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.

Education

High School Diploma -

Chester W. Nimitz High School
Humble, TX
06.2009

Skills

  • Customer Relationship Management
  • Complex Issues Management
  • Customer Implementation Support
  • Resolve Technical Problems
  • Creative Issue Resolution
  • Senior Leadership Support
  • Team Development

Career Highlights

  • Team Leadership: 3+ years delegating and coaching teams
  • Education Development: 2+ years creating educational presentations to highlight employers needs and concepts
  • Customer Expertise (Orientation): 5+ years coaching and educating new hire the qualities of high level pointers to meet customers needs and company goals

Timeline

Customer Support Representative

Travelers
04.2019 - 03.2023

Customer Support Analyst

Ceva Logistics
12.2016 - 02.2019

Customer Service Specialist

Metlife
05.2012 - 09.2016

High School Diploma -

Chester W. Nimitz High School

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quineica Boyd