Quintina Parker
Summary
Experienced professional pursuing customer service or management position in a dynamic company with opportunities for growth. Skilled in developing strategies to improve customer retention and cultivate strong client relationships. Committed to achieving positive outcomes and contributing to organizational success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Claims Manager
CRS Temporary Housing
11.2019 - 09.2024
- Trained, coached, and managed an employee team of 25-30 to meet objectives, conducted audits to provide actionable feedback.
- Oversaw claims processing operations, ensuring adherence to company policies and industry regulations.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Analyzed claims data, identifying trends and areas for improvement in processes and policies.
- Oversaw regular audits of claim files to ensure accuracy in reserve amounts and adherence to established guidelines.
- Coordinated catastrophe response efforts, ensuring prompt deployment of resources during high-volume periods or natural disasters.
- Mentored new hires on company policies/procedures to quickly become proficient in managing claims.
- Developed training materials to ensure consistent handling of claims across the department.
- Developed training programs for new staff, enhancing team performance and operational efficiency.
- Oversaw claims processing and resolution, ensuring compliance with internal policies and industry regulations.
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Established key performance indicators to monitor team effectiveness and drive continuous improvement initiatives.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Established strong relationships with external partners such as insurance companies, and adjuster professionals for efficient case management.
- Implemented process improvements that reduced claim turnaround times and increased customer satisfaction.
- Managed escalated claims issues, providing timely resolutions while maintaining positive stakeholder relationships.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Followed up on potentially fraudulent claims initiated by claims representatives.
Insurance Liaison
Oakwood Worldwide
10.2015 - 11.2019
- Managed emergency housing arrangements for policyholder, and insurance adjuster's including hotel placements during catastrophes.
- Coordinated communication between insurance providers and clients to ensure accurate policy implementation.
- Processed payments using debit and credit cards, maintaining accurate records of transactions.
- Managed approximately 30 incoming calls, emails, and faxes per day from customers.
- Trained team members on best practices for handling complex insurance inquiries and documentation requirements.
- Established strong relationships with key stakeholders, fostering collaboration among internal teams and external partners.
- Managed escalated claims issues, applying critical thinking skills to resolve disputes effectively and efficiently.
- Managed a diverse portfolio of clients, ensuring personalized attention to their specific insurance needs.
- Established an open line of communication with other departments such as billing or housing that led to better collaboration.
- Maintained detailed records of client interactions and transactions, adhering to strict industry regulations and compliance guidelines.
- Provided exceptional customer service while managing incoming inquiries on claim status, policy updates, or billing concerns.
- Trained new staff on filing, phone etiquette, and other office duties.
Certified Housing Counselor
Community Services of Arizona
06.2010 - 08.2015
- Conducted interviews with potential first-time homebuyers, assessed eligibility, and completed approval conditions.
- Provided comprehensive housing counseling, assisting clients with navigating affordable housing options.
- Developed individualized action plans for clients facing housing challenges, enhancing service effectiveness.
- Collaborated with local agencies to connect clients with essential resources and support services.
- Improved client financial literacy by conducting comprehensive budget and credit counseling sessions.
- Conducted thorough assessments of client eligibility for various housing assistance programs, ensuring accurate placement and appropriate support.
- Assisted clients in achieving homeownership by guiding them through the home buying process.
- Continuously updated professional knowledge by attending industry conferences and participating in relevant training opportunities to better serve clients'' needs.
- Prevented foreclosures by providing timely intervention strategies and loss mitigation options.
- Oversaw housing plans for over 390 clients to promote timely transition to permanent housing and appropriate usage of housing subsidies.
- Educated clients on available housing resources and programs to enhance access to services.
- Provided crisis intervention assistance, ensuring timely resolution of urgent housing issues.
- Developed workshops focused on financial literacy and homeowner rights for community engagement.
- Enhanced client understanding of loan products and terms by explaining complex mortgage concepts in a clear and concise manner.
- Developed successful housing action plans, addressing individual client needs and financial goals.
- Maintained strong relationships with mortgage lenders, real estate agents, and attorneys to facilitate seamless transactions for clients.
- Assisted clients in accessing essential housing resources, such as utility assistance programs and emergency shelter services.
- Empowered clients to make informed decisions on their housing options by delivering educational workshops.
Certified Credit Counselor
Take Charge America
11.2005 - 04.2009
- Offered initial counseling to new clients to resolve debt and provided existing TCA clients with program information on budgeting and financial management.
- Provided financial education to clients, enhancing understanding of credit management and debt reduction strategies.
- Developed personalized budgeting plans, improving clients' financial stability and fostering responsible spending habits.
- Provided ongoing support to clients throughout their journey toward improved financial health.
- Evaluated clients'' credit reports to identify discrepancies or inaccuracies, initiating disputes with credit bureaus when necessary.
- Improved clients'' financial stability by conducting comprehensive budget analysis and offering personalized advice.
- Resolved routine credit and collection situations and requested assistance on highly sensitive accounts.
- Worked closely with a diverse range of clients, addressing complex financial issues from various cultural backgrounds and income levels.
- Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, or payment plans.
- Answered over 20 customer communications per day via telephone, email, and web chat.
- Developed personalized financial plans to assist clients in managing debt and improving credit scores.
- Guided clients through the process of negotiating with creditors to achieve favorable repayment terms.
- Trained junior counselors on best practices in credit counseling and effective client communication techniques.
- Monitored client progress, adjusting strategies as needed to ensure optimal results.
- Educated clients on credit management strategies for long-term financial success.
- Interviewed clients by telephone or in-person to gather financial information.
- Contacted major credit bureaus to obtain copies of files and discuss specific entries.
Education
Glendale Community College
01.2003
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Morgan Stanley Crisis Hotline 9/11, Discover Financial Services
11.2001
High School Diploma - undefined
Metro Tech High School
01.2000
Skills
- Salesforce, office applications including Microsoft Office (Word, Outlook, and Excel), typing speed 40 wpm
- Claims analysis
- Investigation techniques
- Procedure implementation
- Claims auditing
- Planning and organization
- Team motivation
- Claims processing
- Team management
- MS office suite
- Quality assurance
- Performance monitoring
- Teamwork and collaboration
- Customer expectations management
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Excellent communication
- Computer skills
- Customer service and support
- Organizational skills
- Team leadership
- Team collaboration
- Decision-making skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Workload prioritization
- Relationship building
- Team building
- Coaching and mentoring
- Interpersonal skills
- Goal setting
- Professionalism
- Public speaking
- MS office
- Payment processing
- Emergency response
Certification
- 2002 Fair Housing Certificate
- 2004 Credit Counseling Customer Service Certificate, Rio Salado Community College
- 2005 Certified Credit Counselor, Association for Financial Counseling and Planning Education
- 2008 Fair Credit Reporting Act Certification, Consumer Data Industry
- 2009 Homeownership Counseling Certification, NeighborWorks
- 2009 Foreclosure Basics, NeighborWorks
Timeline
Customer Claims Manager
CRS Temporary Housing
11.2019 - 09.2024
Insurance Liaison
Oakwood Worldwide
10.2015 - 11.2019
Certified Housing Counselor
Community Services of Arizona
06.2010 - 08.2015
Certified Credit Counselor
Take Charge America
11.2005 - 04.2009
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Morgan Stanley Crisis Hotline 9/11, Discover Financial Services
High School Diploma - undefined
Metro Tech High School
Glendale Community College
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