Special Education Quality Assurance
Resume:
Malinda Etienne
Fort Worth Tx, 76179
***********@*****.***
OBJECTIVE
To secure a long-term, rewarding position with a progressive environment that values strong work ethics, providing me with the opportunities to apply my upper-level skills.
Resolute worker adaptive person. Works very well with diverse types of managing techniques. Works well with co-workers and works as a unit.
EDUCATION
University of Phoenix Online School
BA of Arts Elementary and Special Education 2023
Texas Department of Insurance 2021
Harper High School Chicago, IL
05/2005
Skills
Possess ability to analyze problems issues from different points of view
Collaborative
Customer Relations
Microsoft office applications such as
EXCELL, WORD, POWERPOINT.. ETC
Ambitious
Dependable
Analytical
Compassionate Client Care
EMPLOYMENT
April 2024 – Present
Complaint Resolution Specialist, BANK OF AMERICA
Using Multiple systems to assist clients with complaint
Making outbound calls providing resolution
Lamp, DMP, MSP, researching loan
Nexida and Nice to listen to calls pertaining to the case
Logging and created new complaints for anything missed during interaction
Sending letters to clients
Navigating various programs to ensure CTR’s are resolved in a timely manner
September 2024 - Present
Complaint Resolution Specialist Quality Assurance Team, BANK OF AMERICA
Grading complaint calls to ensure the proper channels are followed
Grading frontline agent calls to ensure each complaint is captured
Coaching and providing feedback to missed opportunities to resolved clients concerns
Adding Procedures to any missed opportunity for employee development
Assisting team members as needed on cases
Making calls to client when needed to resolve a complaint
November 2022 – April 2024
Client Services Representative, BANK OF AMERICA
Taking calls supporting clients needs using multiple screens and operating systems
Taking payments utilizing Synergy
Hlms to initiate research request, payment refunds or adjustments
Bolt to create DCN notices, Send out copies of documents, Heloc checks and cards
CRT to log complaints
DMP to research documents for clients needs
MRID to check the status of sent out checks
Lamp main screen with client information
MSP check to notes within the file from other departments
LRS/LRM requesting lien release documents and corrections for purged loans
October 2021 – November 2022
Legal Document Analysis, goosehead insurance
Builds value-based rapport with customer while going over legal documents related to insurance claims verify information utilizing reports from various systems.
Sending letters to clients and or attorneys during the claims process
Assist customers with servicing their home and auto insurance policies for all billing and maintenance resolutions.
Prevents cancellation of polices by customers while navigating proper systems within an inbound call center.
July 2021 – August 2021
Email & Written Correspondence, usaa
Navigate several systems while remaining member centric within a high-volumed contact center environment.
Creating and responding to client emails with resolutions for concerns in a timely manner
Provided complete and accurate advice and/ solutions to members based on the purposeful rapport built during interaction.
Compliant with written risk and polices and producers contained in job role.
January 2021 – July 2021
Customer care specialist, AETNA
Builds rapport with customer which allows me to identify the customer needs and fulfill their request while providing excellent customer service.
Assist obtaining prior authorization for procedural by successfully completing the authorization process for medical procedures.
Ability to multitask while remaining focused in a high-volume and time-sensitive workload.
Initiate appeals process for denied authorizations.
AUGUST 2020 – December 2020
Customer care specialist, HARLAND CLARKE
Assist with online banking questions and provide navigational support
Builds rapport with customer which allows me to identify the customer needs and fulfill their request while providing excellent customer service
Recommend value-based products, services, or solutions based on the customer’s needs.
Maintain complete and accurate records of all calls activities as required by employer
Contributed to team environment by maintaining a professional appearance and quality work environment.
Contact this candidate