Summary
Overview
Work History
Education
Skills
Timeline
Additional Highlights
Generic

Danielle Latigo

Crowley

Summary

Compassionate and detail-oriented professional with over 3 years of experience in client support and technical assistance. Skilled in customer success, issue resolution, and care coordination with strong communication and emotional intelligence. Adept at managing high-volume calls, navigating CRM platforms, and building trust with clients and families. Seeking to leverage expertise in client support and passion for mental health to deliver an exceptional care experience.

Overview

7
7
years of professional experience

Work History

Technical Support Representative

Conduent
07.2023 - Current
  • Serve as primary point of contact for clients, providing technical assistance, troubleshooting, and customer service via phone, email, and chat.
  • Utilize CRM tools (Salesforce and equivalent platforms) to document interactions, resolve issues, and escalate cases when needed.
  • Manage high daily call and ticket volumes while maintaining client satisfaction and issue resolution metrics.
  • Guide customers through product setup and provide education to prevent recurring issues.
  • Collaborate across departments to ensure seamless communication and client success.
  • Demonstrate empathy and patience while de-escalating high-stress client situations.
  • Resolved complex technical issues for diverse client base, enhancing customer satisfaction and loyalty.
  • Trained and mentored junior support representatives, improving team performance and knowledge retention.

Customer Service Representative

Alight Solutions
07.2022 - 01.2023
  • Resolved customer inquiries efficiently, enhancing overall satisfaction ratings.
  • Managed high-volume calls, ensuring timely responses to customer issues.
  • Collaborated with team members to streamline service processes and improve response times.
  • Trained new representatives on company policies and customer service protocols.
  • Developed and maintained relationships with clients, providing expert guidance on pension options and benefits.
  • Coordinated communication between departments to ensure seamless execution of pension-related services.

Patient Service Representative

Spectra Force
10.2018 - 08.2021
  • Managed patient inquiries, ensuring timely resolution and enhancing overall satisfaction.
  • Coordinated appointment scheduling, optimizing workflow and reducing patient wait times.
  • Processed insurance verification and authorization, maintaining accuracy in patient records.
  • Assisted in training new staff on systems and customer service protocols to enhance team performance.
  • Developed and maintained relationships with patients, fostering trust and loyalty within the practice.
  • Implemented feedback mechanisms to identify service improvement areas, contributing to better patient care experiences.

Education

Associate of Arts - Psychology

Barton Community College
12-2025

High School Diploma -

Crowley High School
07-2015

Skills

  • Salesforce CRM & Contact Center Technology
  • Client Relationship Management
  • Insurance/Financial Discussions (familiarity with billing practices)
  • HIPAA Compliance & Confidentiality
  • Appointment Scheduling & Coordination
  • Strong Written & Verbal Communication
  • Multitasking in Fast-Paced Environments
  • Emotional Intelligence & Conflict Resolution
  • Cloud-Based Tools: Slack, G-Suite, Microsoft Office, Zoom, EMR

Timeline

Technical Support Representative

Conduent
07.2023 - Current

Customer Service Representative

Alight Solutions
07.2022 - 01.2023

Patient Service Representative

Spectra Force
10.2018 - 08.2021

Associate of Arts - Psychology

Barton Community College

High School Diploma -

Crowley High School

Additional Highlights

  • - Proven ability to meet and exceed KPIs such as call volume, resolution time, and client satisfaction scores.
  • - Experience bridging gaps between clients and internal teams to ensure successful outcomes.
  • - Passionate about supporting clients’ mental health journeys with empathy and professionalism.

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