QUASHANA BURNETT

317-***-****

adyrw2@r.postjobfree.com ·

Account Analyst with over 4 years of experience in customer service, including insurance, logistics, and customer care. Familiar with major customer service software and conflict resolution and possess a positive attitude. Great record of resolving customer service escalations and large account loads. EXPERIENCE

OCTOBER 2022 – PRESENT

ACCOUNT ANALYST, INTERNATIONAL MEDICAL GROUP

• Process and manage insurance claims on portfolio of loans including lender interaction

• Responsible for timely and thorough research, resolution, and response to members

• Analyze information and utilize to build recommendations to reduce claims errors and improve process efficiencies and performance

• Meet outlines productivity standards for department goals

• Facilitates the resolution of issues within strict timelines, may interact with multiple operational departments and ensure all issues are fully executed OCTOBER 2021 – 2022

CUSTOMER SERVICE REPRESENATIVE, KELLY SERVICES

• Answers and direct 40+ calls with overachieving goals, managing customer accounts, and completing service queues.

• Received a 90% customer service satisfaction rate.

• Able to research and manage complicated accounts to provide comprehensive customer service and assist upper management.

• Excellent interpersonal communication skills

MARCH 2018 – OCTOBER 2021

CUSTOMER SERVICE REPRESENATIVE, LOWE’S CONTACT CENTER

• Responsible to support delivery operations from internal and external customers

• Communication with customers to obtain feedback for improving customer in home delivery experiences, assist in problem solving in creating brand loyalty and lasting customer relationships

• Work cases as assigned through case management system to ensure all customer issues can be resolved and escalate issues appropriately\

• Interactions with 3PL service providers, Lowe’s Supply Chain functional teams and store operations

MARCH 2016 – MARCH 2018

DETENTION OFFICER, JUVENILE DETENTION CENTER

• Provides individual and group counseling to all youths to promote and increase personal awareness of responsibilities

• Disciplines youth by enforcing the rules of the facility, document behavior and other specific information to forward to personnel

• Coordinates and provides daily educational program activities EDUCATION

AUGUST 2010

BEN DAVIS HIGH SCHOOL, INDIANAPOLIS, IN

SKILLS

• Time Management • Excellent communication skills • High-volume Call Center • Problem Solving

• Microsoft Office

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