DAQUANNA BROOKS

Providence RI • 401-***-**** • ad3zjx@r.postjobfree.com

Professional Summary

Strong leader and team-oriented professional with knowledge of customer service best practices and creative problem- solving abilities. Enhances customer experiences by understanding their needs, empathizing, and providing appropriate solutions. Looking for an opportunity to learn and grow within a supportive work environment. Skills & Abilities

Microsoft Office Suite

CRM: Salesforce, SAP, & Zendesk Chat

Verbal & Written Communication

HIPAA Compliance

Data Entry & Documentation

Inbound & Outbound Calling

De-escalation Techniques

Empathy & Emotional Intelligence

Cultural Awareness

Detail-Oriented

Professional Experience

Penn Interactive Ventures – Cherry Hill (Remote), NJ 07/2021 to Current Payment Analyst

Analyze player behavior, interpret facts from the evidence shown, draw conclusions based on this review, and communicate findings.

Review and process payments/withdrawals to ensure numbers were met.

Investigate and resolve issues related to payments, including reconciliation of transactions and missing deposits.

Maintain and share detailed notes cross-departmentally related to player transactions. IGT Global Solutions Corporation – Providence, RI 01/2021 to 07/2021 Fraud Analyst (Remote)

Monitored bank accounts, financial transactions, accounting paperwork, and other financial documents and analyzed the data to identify any potentially fraudulent activity.

Developed, reviewed, recommended, and implemented policies and procedures to detect and prevent the occurrence of fraudulent, illegal, or improper activities.

Compiled reports and gathered KPI data to keep management informed of department activities, such as the nature and status of the investigations in progress, determining and recommending appropriate punitive or actions and restitution to affected customers.

Handled chargebacks including responding to payment disputes, tracking, and recovering potential losses. Displays2go – Fall River, MA 01/2020 to 03/2020

Customer Service Representative (Temp)

Handled a high volume of calls from customers looking for technical support and scheduled appointments.

Made outbound calls to dispatch technicians for appointments scheduled.

Assisted customers through the company website and efficiently answered any technical support questions and product recommendations.

Blue Cross Blue Shield – Providence, RI 03/2019 to 06/2019 Provider Relations Administrative Assistant (Temp)

Accurately inputted, updated, and maintained data in Excel and provider portals.

Collaborated with team members to identify and resolve data discrepancies.

Maintained confidentiality and security of sensitive information following HIPAA guidelines.

Made outbound calls to providers to verify updated information in the provider directory. Virgin Pulse Tech Company – Providence, RI 07/2018 to 12/2018 Customer Service Support Representative (Temp)

Answered member inquiries via phone, chat, and email.

Educated customers on various services offered and the benefits.

Assisted customers with navigating the website and troubleshooting issues with fitness devices. Neighborhood Health Plan – Smithfield, RI 12/2017 to 07/2018 Provider Service Representative/Claims (Temp)

Answered telephone inquiries from providers regarding member claims and provided verification of member's policies.

Investigated issues with claims to find a solution or explain reasoning why it was denied.

Consistently met and maintained metrics for call quality standards.

Worked directly with Provider Engagement and Contracting to achieve effective outreach to the provider for improvement and increased first submission claim adjudication. Education

The Airline Academy - Daytona Beach, FL

Customer Service Certification

Metropolitan Regional Career and Tech Center - Providence, RI High School Diploma

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