QUINTERA STRIBLING
Atlanta,Ga
Summary
Highly motivated and results-driven senior claims analyst with 10 years of experience. Proven expertise in risk management and claims management. Adept at multitasking to handle various tasks and responsibilities. Skilled in effectively managing work processes and shifting priorities to achieve organizational goals. Known for strong attention to detail and commitment to providing world-class client care through efficient workflows.
Overview
15
15
years of professional experience
Work History
Sr Claims Analyst
Bank of America
03.2023 - Current
- Manage the complete lifecycle of merchant dispute cases, from initiation to resolution, ensuring compliance with regulatory timeframes and delivering timely outcomes
- Review and analyze accounts and relationships that require differentiated treatment or specialized resolution
- Address escalations and manage ongoing communication with merchants, ensuring timely resolution of disputes
- Apply professional judgment and research, combined with extensive job experience, to make decisions while following established procedures and guidelines, and utilizing multiple systems to support operational effectiveness
- Streamline communication channels between departments for expedited information sharing during the claims process.
Advanced Client Solutions Specialist
Bank of America
09.2014 - 01.2023
- Managed and resolved problems arising from different internal departments, focusing on maintaining and restoring customer loyalty to meet retention objectives
- Identified and developed pipeline opportunities and new account strategies
- Oversaw daily operations of deposit accounts and credit card management, ensuring compliance with regulations and timely processing of transactions
- Conducted comprehensive sales and account reviews for auto loans, business, and mortgage accounts, ensuring compliance with lending policies and enhancing portfolio performance
- Provided outstanding customer service by actively listening to clients to determine needs, providing the necessary resources needed and as needed follow-up with clients
- Conducted thorough research across multiple systems to make well-informed, judgment-based decisions, leveraging data to drive accurate and effective outcomes
- Prioritized risk mitigation and client experience by conducting thorough account reviews and providing personalized solutions, ensuring regulatory compliance and fostering long-term client relationships
- Collaborated cross functionally with internal departments such as Legal Services and Technical teams to effectively resolve customer problems and disputes
- Resolved customer issues leveraging exhaustive knowledge of internal resources and company procedures
- Implemented quality communication, customer support, and portray a good image of the bank
- Analyzed client complaint trends and provide effective remedies to resolve issues
Customer Service Representative II (Retention)
T-Mobile
05.2013 - 08.2014
- Exhibited premium client service by responding to inquires in diplomatic and tactful manner
- Increased sales by 30% by monitoring sales records and upselling on products and services
- Provided assistance on billing issues, music troubleshooting, customer complaints and suggestions
- Consistently met all the performance goals and objectives established by management team
- Improved customer service operations by compiling and maintaining
Customer Service Representative
Sitel Corporation
08.2009 - 12.2011
- Built customer loyalty through timely and effective one-call resolution
- Increase revenue through the execution of various sales initiatives
- Provided billing inquiries, sales, account, product inquiries, product and service orders, installation scheduling and technical product troubleshooting
- Investigated and resolved grievances from existing and prospective customers, and forwarded unresolved complaints to designated departments for additional investigation
- Organized and maintained quality control seeking new ways to improve customer service
- Actively assisted other internal departments on a daily basis in order to hasten solutions to customers issues in a timely, most efficient manner
Education
Bachelor of Science - Psychology
Clayton State University
Morrow, Georgia08.2014
High School Diploma -
Academy of Richmond County
Augusta, Georgia05.2009
Skills
- Conflict Resolution Expert
- Customer Management
- Fraud Detection
- Strong Attention to Detail and Accuracy
- Proven Decision Making Ability
- Internal Control Management
- Customer Support
- Understanding of Regulations and Risk Impact
- Claims Management
- Risk Management
- Critical Thinking
- Account Retention
- Transaction Reviews and Reconciliation
- Task Prioritization
- Marketing & Sales
- Analytical Thinking
- Excellent Communication Skills
- Professionalism and Integrity
Coursework
- Public Speaking
- Accounting
- Statistics
- Consumer Behavior
- Principles of Marketing
- Strategic Management
Timeline
Sr Claims Analyst
Bank of America
03.2023 - Current
Advanced Client Solutions Specialist
Bank of America
09.2014 - 01.2023
Customer Service Representative II (Retention)
T-Mobile
05.2013 - 08.2014
Customer Service Representative
Sitel Corporation
08.2009 - 12.2011
Bachelor of Science - Psychology
Clayton State University
High School Diploma -
Academy of Richmond County
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