Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CECILE LETT

Katy

Summary

Assisted customers in resolving inquiries in high-volume call center environments. Supported documentation management and fostered strong client relationships. Contributed to administrative tasks and maintained a positive attitude while providing technical support.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Harris County Toll Road Authority
Houston, TX
07.2025 - Current
  • Responds promptly to customer inquiries regarding billing, payment plans, and account resolutions, ensuring a positive experience.
  • Negotiates repayment solutions with strong communication and negotiation skills, adhering to company policies.
  • Maintains a friendly and professional demeanor with customers and team members during all interactions.
  • Accurately documents all customer interactions and administrative activities in CRM systems.
  • Supports administrative processes and ensures all documentation is completed properly for customer accounts.

Customer Support Specialist

Southwest Airlines
Remote
11.2019 - 06.2024
  • Executed multi-channel customer service operations, promptly resolving inquiries and complaints.
  • Maintained accurate documentation in CRM systems and coordinated with internal teams to address customer needs.
  • Provided empathetic and effective communication while troubleshooting customer concerns and guiding them through processes.
  • Consistently met service level agreements and contributed to team goals for issue resolution and satisfaction.
  • Assisted in training new team members on customer service protocols and CRM usage, supporting a collaborative environment.

Insurance Verification Specialist

Humana
Atlanta, GA
07.2016 - 11.2019
  • Verified insurance coverage and eligibility, responding promptly to member and provider requests.
  • Assisted customers with claims status and eligibility, ensuring accuracy and compliance in all communications.
  • Maintained confidential and detailed documentation for all verifications and administrative activities.
  • Resolved escalated issues by working directly with providers and insurance carriers, demonstrating strong relationship-building skills.
  • Supported team projects aimed at improving workflow and documentation processes.

Education

No Degree - Health and Human Services

Western Career College
Sacramento, CA

Skills

  • Customer service
  • Salesforce
  • Call Center & Customer Experience
  • Documentation & Data Entry
  • Time Management & Performance Metrics
  • Purchasing
  • Negotiation
  • CRM software
  • Zendesk
  • Microsoft Teams
  • Order entry
  • Phone etiquette
  • Conflict Resolution & Rapport Building
  • Communication skills
  • Data entry

Certification

Non-CDL Class C

Timeline

Customer Service Representative

Harris County Toll Road Authority
07.2025 - Current

Customer Support Specialist

Southwest Airlines
11.2019 - 06.2024

Insurance Verification Specialist

Humana
07.2016 - 11.2019

No Degree - Health and Human Services

Western Career College