Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jaqueline Quinones

Phoenix

Summary

Bilingual (English/Spanish) claims and customer service professional with over 7 years of experience across financial services, customer support, and recreational leadership. Expertise in resolving complex cases, investigating fraud, and providing exceptional service in fast-paced environments. Adapt at managing multiple systems to process claims, ensuring compliance, and maintaining high customer satisfaction. Known for strong organizational skills, attention to detail, and the ability to work collaboratively with teams to meet business goals. Actively pursuing an Associate’s Degree in Sociology at Phoenix College, expected in 2025.

Overview

13
13
years of professional experience

Work History

Senior Claims Analyst

Bank of America Corporation
09.2021 - Current
  • Resolve complex small business and consumer credit card claims, including escalations involving fraud and non-fraud activity.
  • Apply established policies and procedures to make informed and compliant decisions regarding claim outcomes.
  • Investigate and analyze customer disputes to determine validity and liability.
  • Utilize multiple systems and tools to process, manage, and document claims accurately.
  • Communicate effectively with clients and processors to provide claim updates and explain decisions.
  • Translate Spanish-language documents to ensure proper claim handling and support bilingual clients.
  • Collaborate across departments to identify potential fraud patterns and ensure appropriate resolution.
  • Maintain thorough documentation for account records and ensure adherence to internal policies and regulatory guidelines.
  • Work overtime to support business needs and meet department performance targets.

Senior Specialist

Target Corporation
10.2018 - 07.2021
  • Provided exceptional guest service by handling inquiries, issues, reviews, and comments related to Target.com orders and site functionality, ensuring a branded, positive guest experience.
  • Resolved guest concerns promptly and courteously, adapting to the dynamic needs of both internal teams and external guests, fostering customer loyalty and satisfaction.
  • Collaborated with various departments across Target to address and resolve guest issues.
  • Identified, evaluated, and communicated guest trends to leadership, contributing to the continuous improvement of customer experience and operational efficiency.
  • Demonstrated flexibility and problem-solving skills in a multi-media environment (emails, phone calls, chat, letters, etc.), while balancing multiple priorities in a fast-paced call service center.
  • Maintained performance and quality standards while meeting department goals for both service and productivity, ensuring compliance with company policies and procedures.
  • Developed a thorough understanding of internal systems and technologies, contributing to the overall success of the Guest Services team at Target.com.

Field Service Representative

Canon Business Processor
09.2017 - 04.2018
  • Supported 10+ vendors including CHUBB, Verizon, AIG, and others with documentation and service needs.
  • Performed clerical and administrative duties including phone handling, client support, and correspondence distribution.
  • Maintained organized records of attorney and health claims.
  • Managed document handling processes such as copying, scanning, and faxing.

Advanced Lifeguard

City of Phoenix
04.2012 - 08.2017
  • CPR certified and trained in emergency response procedures.
  • Monitored pool activity to quickly identify swimmers in distress and respond to emergencies.
  • Served as a swim instructor for all age groups, fostering confidence and skill development in a safe, positive environment.
  • Delivered excellent customer service by greeting patrons courteously and resolving concerns promptly.
  • Ensured full compliance with safety regulations for both swimmers and staff; led safety trainings to enhance awareness and emergency preparedness.
  • Mentored and coached Junior Lifeguards, Discovery Guard participants, and Cub Club members.

Clerical Clerk

Blake Law Firm
10.2016 - 05.2017
  • Maintained and fulfilled file requests using an electronic records database.
  • Distributed correspondence and managed incoming/outgoing communications.
  • Processed and distribute mail and or any correspondence to appropriate destinations.
  • Streamlined workflow by prioritizing daily tasks based on importance and deadlines.
  • Performed routine administrative tasks such as correspondence drafting, copying, scanning, and faxing documents.
  • Ensured confidentiality of sensitive information through proper handling of documents and adherence to privacy of firm and clients.

Recreational Leader

City of Phoenix
08.2015 - 03.2016
  • Oversaw recreational activities for elementary and middle school participants, ensuring a safe, engaging environment.
  • Planned and conducted general recreational programs tailored to age-appropriate interests and needs.
  • Organized and secured materials and equipment to support activities for the day.
  • Maintained accurate financial and activity reports for all program-activities.
  • Completed thorough accident and incident reports to document safety issues or concerns with participants.
  • Worked collaboratively with staff to promote a secure, fun inclusive atmosphere.


Education

Associate’s Degree - Sociology

Phoenix College
Phoenix, AZ
01.2025

General Studies Coursework

University of Arizona
Tucson, AZ
05-2015

Skills

  • Bilingual - Fluent in English and Spanish
  • Proficient in: Salesforce, Axiom, Avaya, BASE24, TSYS POS, Synergy, Skype, Microsoft Office and Teams, MACS Super Station, ENG, LGS
  • Able to adapt to change and challenges in an efficient and professional manner
  • Comfortable working independently or collaboratively in a team environment
  • 75 WPM
  • Claims Processing
  • Fraud Investigation
  • Conflict Resolution
  • Team Collaboration
  • Data Entry & Record Keeping
  • Time Management
  • Professionalism and integrity

Timeline

Senior Claims Analyst

Bank of America Corporation
09.2021 - Current

Senior Specialist

Target Corporation
10.2018 - 07.2021

Field Service Representative

Canon Business Processor
09.2017 - 04.2018

Clerical Clerk

Blake Law Firm
10.2016 - 05.2017

Recreational Leader

City of Phoenix
08.2015 - 03.2016

Advanced Lifeguard

City of Phoenix
04.2012 - 08.2017

Associate’s Degree - Sociology

Phoenix College

General Studies Coursework

University of Arizona

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Jaqueline Quinones