Marquita Towns
Carrollton
Summary
Detail-oriented and customer-focused professional with experience in financial services and insurance claims. Skilled in managing high call volumes, resolving credit card inquiries, and handling initial loss reports with accuracy and empathy. Proven ability to follow regulatory and company policies, maintain comprehensive documentation, and deliver high quality work under pressure. Strong communication and problem-solving skills with a track record of meeting performance metrics and supporting positive member experiences.
Overview
3
3
years of professional experience
2015
2015
years of post-secondary education
Work History
Credit Card Specialist
TTEC
03.2024 - Current
- Provided frontline servicing for USAA credit card members, assisting with billing inquiries, payment arrangements, and account updates.
- Resolved disputes and potential fraud cases in compliance with federal regulations and USAA policies, ensuring accuracy and member trust.
- Delivered exceptional service in a high-volume call environment, handling an average of 40-60 inbound calls per shift while maintaining quality standards.
- Consistently achieved 95%+ quality assurance scores, exceeding department benchmarks for accuracy, compliance, and professionalism.
- Educated members on card features, benefits, and digital servicing options to improve account management and reduce repeat calls.
- Documented all member interactions in internal systems with thorough notes to support follow-up actions and compliance requirements.
Claim Associate
State Farm
04.2023 - 03.2024
- Collected first notice of loss details from policyholders and claimants, setting up auto claims accurately and efficiently
- Delivered a calm, clear experience for customers during high-stress situations, setting expectations and answering early questions
- Led team huddles and debriefs to keep peers aligned on updates, call handling trends, and process tips
- Provided side-by-side coaching and performance feedback to new hires helping improve quality and confidence early on
- Worked with leaders and peers on special projects aimed at improving call flow, scripts, and early claim intake accuracy
- Quickly adapted to new systems and workflows with minimal guidance, staying on track with service goals
Education
Carrollton High School
Carrollton, GASome College (No Degree) - Nursing
South University
Savannah, GASkills
- Customer service and member support
- Claims intake and initial loss reporting
- Credit card servicing and dispute resolution
- High-volume call management
- Regulatory and compliance adherence (financial & insurance)
- Problem-solving and de-escalation
- Documentation and data accuracy
- Quality assurance and performance metrics
Software & Tools
- Guidewire (claims management)
- NICE or Verint (call recording/QA)
- Salesforce or CRM platforms
- Microsoft Office Suite (Word, Excel, Outlook)
- Payment processing systems
- Internal knowledge bases & call center platforms
Timeline
Credit Card Specialist
TTEC
03.2024 - Current
Claim Associate
State Farm
04.2023 - 03.2024
Carrollton High School
Some College (No Degree) - Nursing
South University