Latasha Hellems
Springfield,MO
Summary
Exceptionally qualified Customer Service Specialist and Veteran with 15+ years' experience in the Customer Service Industry. Dedicated to building long-lasting customer relationships and delivering outstanding customer support. Competent, professional and enthusiastic with demonstrated commitment to developing relationships and promoting business reputations.
Overview
14
14
years of professional experience
Work History
Data Analyst
Nationwide (Tailored Management)
Remote, MO
05.2023 - 02.2024
- Keyed hundreds of retirement applications and suitability requests into required electronic database.
- Achieved high levels of accuracy and speed when keying contracts.
- Verified numerous pieces of system information on Participants with source documents to maintain consistency.
- Prioritized tasks effectively to ensure timely completion of additional assigned projects without sacrificing attention to detail.
- Processed retirement plan initial payments.
- Consistently followed proper procedures to enter and process data correctly.
- Effectively communicated with supervisors and colleagues to resolve discrepancies.
- Complied with security protocols.
Solutions Center Representative
Nationwide (Tailored Management)
Remote, MO
08.2022 - 05.2023
- Primary point of contact for standard and customized 457(b) retirement plans.
- Handled customer complaints quickly and professionally.
- Built rapport with clients, financial advisors, etc.
- Exceeded performance targets by utilizing outstanding work ethic.
- Assisted Participants with troubleshooting company mobile app and website issues.
- Informed Participants and financial advisors on specifics of Participant account.
- Coordinated with team members to properly handle intricate questions and requests.
- Provided valuable input during team meetings.
Service Specialist
Edward Jones (Aston Carter)
Remote, MO
10.2021 - 05.2022
- Provided primary customer support to internal and external callers.
- Worked effectively in a fast-paced environment.
- Provided adequate technical support to customers.
- Displayed high level of patience with senior clients and situations that involved a language barrier.
- Organized and detail oriented.
- Clarified customer issues with their retirement accounts and determined initial cause of problems to resolve product and/or service complaints.
- Updated systems daily to reflect correct client account and demographic information.
Coach
Blue Cross and Blue Shield (Concentrix)
Jacksonville, NC
01.2021 - 08.2021
- Assisted employees on customer support calls.
- Researched and trained employees on how to reference data for calls.
- Employee secondary resource for escalated calls.
- Performed de-escalation techniques to resolve Member complaints.
- Aided direct supervisor with coordinating team meetings.
Customer Service Representative
Blue Cross and Blue Shield (Concentrix)
Jacksonville, NC
02.2019 - 08.2021
- Tenaciously advocated for the insurance Member.
- Handled escalated calls efficiently, providing satisfactory solutions to both customers and the company; effectively de-escalated calls.
- Responded proactively and positively to rapid workplace changes, especially during company peak season.
- Met call guidelines for service levels, handle time, productivity, call documentation and quality.
- Handled calls professionally and courteously.
- Efficiently completed training and support in Claims, Billing, Benefits, Eligibility, Employer Sponsored Plans and Technical Support.
- Contributed to upselling of products and services based on specific Member needs.
Administrative Specialist (E-4)
United States Marine Corps (Active Reserve)
Quantico, VA
02.2014 - 07.2014
- Successfully held billet as Noncommissioned Officer In Charge.
- Supported general, operational, manpower and personnel administration functions.
- Prepared hundreds of Base correspondence and directive pieces.
- Trained subordinate personnel fiscally.
- Handled thousands of files and directives.
- Scheduled senior leadership office events.
- Performed office management and clerical procedures daily.
Administrative Clerk (E-1 to E-4)
United States Marine Corps (Active)
Quantico, VA
02.2010 - 08.2013
- Completed general administrative requirements.
- Processed and pre-certified thousands of Unit Diary entries.
- Verified accuracy of personnel information within Marine Corps Total Forces System (MCTFS).
- Adhered to Marine Corps rules and regulations.
- Upheld Marine Corps customs and courtesies.
- Verified personnel management reports.
- Prepared hundreds of separations and retirements packages, discharge documents, awards and commendations.
Education
Bachelor of Science - Business Administration
Campbell University
05.2019
Associate of Arts - General Studies
Campbell University
06.2016
Skills
- Ability to become a "Brand Ambassador"
- Leadership and Teamwork
- Continuously exceeds call metrics
- Adaptability
- Time Management
- Motivating and Mentoring Colleagues
- Communications Skills
- Tenacity
- "Outstanding Customer Service" and "Total Call Resolution"
- Coachable
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- De-escalation Techniques
- Document and Records Management
- Technical Support
- Integrity
- Patience and Empathy
- Meticulous Attention to Detail
- Cultural Awareness and Sensitivity
- Types approximately 60wpm
- Proficient in Microsoft Programs
- Administrative and Office Support
- Data Entry and Maintenance
Timeline
Data Analyst
Nationwide (Tailored Management)
05.2023 - 02.2024
Solutions Center Representative
Nationwide (Tailored Management)
08.2022 - 05.2023
Service Specialist
Edward Jones (Aston Carter)
10.2021 - 05.2022
Coach
Blue Cross and Blue Shield (Concentrix)
01.2021 - 08.2021
Customer Service Representative
Blue Cross and Blue Shield (Concentrix)
02.2019 - 08.2021
Administrative Specialist (E-4)
United States Marine Corps (Active Reserve)
02.2014 - 07.2014
Administrative Clerk (E-1 to E-4)
United States Marine Corps (Active)
02.2010 - 08.2013
Bachelor of Science - Business Administration
Campbell University
Associate of Arts - General Studies
Campbell University