Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Courtney McQueen

Charlotte

Summary

Motivated and resilient professional with exceptional customer service skills, seeking a management position to drive operational success. Organized and results-oriented manager with a proven track record in strategic planning and project management. Experienced Team Lead adept at managing diverse teams to enhance productivity and foster professional growth. Demonstrated ability to implement process improvements that contribute to business growth and efficiency.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Team Lead / Sales Representative

AT&T Mobility
Charlotte
09.2024 - Current
  • Identified new channels and markets to expand organizational offerings.
  • Generated leads through direct customer engagement and online outreach.
  • Analyzed competitor pricing, products, and services to inform strategic decisions.
  • Established relationships with potential clients via cold calling and networking events.
  • Managed client accounts by delivering technical support and promptly addressing inquiries.
  • Conducted product demonstrations to introduce new offerings to the marketplace.
  • Assessed customer needs to recommend tailored products and services.
  • Delivered exceptional customer service to ensure satisfaction and encourage repeat business.

Customer Service Representative

Arise
Dallas
12.2022 - 09.2024
  • Facilitated customer orders by providing accurate information and assistance.
  • Processed orders for customers to ensure timely fulfillment.
  • Supported local store operations with effective order management.
  • Resolved issues related to orders and deliveries through proactive problem-solving.
  • Delivered quality customer service with empathy and professionalism.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Identified opportunities for upselling additional products or services based on customer needs.

License Insurance Sales Agent

Spring Venture Group
Dallas
12.2021 - 12.2022
  • Assisted eligible individuals in selecting suitable Medicare plans and facilitated enrollment processes.
  • Updated and created leads in Salesforce to enhance client tracking.
  • Conducted sales activities in compliance with Centers for Medicare and Medicaid Services (CMS) marketing guidelines.
  • Reviewed clients' health care plans, aligning services with their specific needs.
  • Processed enrollment applications, verifying accuracy of all submitted information.

General Manager

Greenway Dispensary
Tulsa
01.2020 - 12.2021
  • Monitoring the inventory of cannabis products
  • Hiring and training customer service, sales, and security staff
  • Setting standards and protocols for delivering products and services.
  • Create Marketing ads and social media post
  • Maintain Weedmaps site with all products available
  • Address customer concerns and complaints
  • Report daily sales to the owner

Legal Document Reviewer

Integreon
Charlotte
01.2019 - 12.2020
  • Responsible for the review of lender documents to detect fraudulent activity related to fraudulent claims and identifying information regarding current and past fraud claims.
  • Participated in privilege review (PLOG) assignments, as well as, review and determine responsiveness, code documents for relevancy issues using Relativity, Ringtail, and Discover Pro.
  • Determine if information should be excluded from production in accordance with statutory information. Vast experience in reviewing e-mails, contracts, and security fraud litigation documents.
  • Previous project experience includes review of documents regarding: employee discrimination, civil suits, and fraudulent matters.

Team Lead / Sales Representative

AT&T Mobility
Charlotte
01.2017 - 12.2019
  • Present, promote and sell products/services using solid arguments to existing and prospective customers.
  • Perform cost-benefit and needs analysis of existing/potential customers to meet their needs.
  • Establish, develop and maintain positive business and customer relationships.
  • Achieve agreed-upon sales targets and outcomes within the schedule
  • Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
  • Performed Inventory and Cash counts.
  • Assist new hires with on-boarding procedures.
  • Set up store location and Local events for retail locals
  • Update and correct time cards
  • Create tickets for issues with retail locations

Compliance Reviewer

Wells Fargo
Charlotte
01.2016 - 12.2017
  • Collaborated with bank investigators to assess risks and coordinate field reviews.
  • Executed timely investigations on referred files, analyzing data to verify suspicious entries.
  • Determined information exclusion from production per statutory requirements.
  • Managed suspicious activity monitoring, including SAR and CTR reporting.
  • Prepared detailed reports on AML investigations to support compliance efforts.
  • Retrieved and analyzed transactional data using bank systems to identify compliance issues.

Signature Home Representative

Time Warner Cable- Charlotte
Charlotte
01.2015 - 12.2017
  • Cultivated trusted client relationships through personalized interactions and a customer-centric approach.
  • Resolved customer issues promptly by diagnosing problems and guiding corrective actions.
  • Maintained organized CRM practices, including work order entry and scheduling of appointments.
  • Remained informed on new products and services to enhance customer support.
  • Developed technical expertise in troubleshooting hardware and software issues related to connectivity, email, cable, and VoIP.

CFL Representative/ Retention Specialist

CPI Security
Charlotte
01.2014 - 12.2015
  • Maintained exemplary service while managing diverse workloads in a fast-paced call center.
  • Oversaw all customer account aspects, including setup, credit, payment, and ongoing service.
  • Addressed and resolved product complaints with empathy and professionalism.
  • Documented, researched, and resolved customer service issues accurately.
  • Managed customer calls efficiently in a complex call center environment.

Education

Some College (No Degree) -

University of Phoenix
Charlotte, NC

Skills

  • Insurance sales and account management
  • Order entry and data entry
  • CRM software and Salesforce
  • Network support and VPN
  • Operating systems and Microsoft Windows
  • Cold calling and lead generation
  • VoIP and remote access software
  • Project management and team leadership
  • Customer service and technical support
  • Problem solving
  • Customer service
  • Lead generation
  • Sales strategy
  • Regulatory compliance
  • Business development

Certification

Licensed Insurance Agent, Present

Timeline

Team Lead / Sales Representative

AT&T Mobility
09.2024 - Current

Customer Service Representative

Arise
12.2022 - 09.2024

License Insurance Sales Agent

Spring Venture Group
12.2021 - 12.2022

General Manager

Greenway Dispensary
01.2020 - 12.2021

Legal Document Reviewer

Integreon
01.2019 - 12.2020

Team Lead / Sales Representative

AT&T Mobility
01.2017 - 12.2019

Compliance Reviewer

Wells Fargo
01.2016 - 12.2017

Signature Home Representative

Time Warner Cable- Charlotte
01.2015 - 12.2017

CFL Representative/ Retention Specialist

CPI Security
01.2014 - 12.2015

Some College (No Degree) -

University of Phoenix

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