LaDonna Smith
TEKsystems - Assigned to Pearson Education
Birmingham,AL
9
years of professional experience
Empathetic and tech savvy customer service professional with 5+ years of experience in healthcare and insurance support roles. Proven success handling high-volume chat and phone inquiries, resolving complex member issues, and navigating multiple systems in real time. Skilled in HIPAA compliance, VoIP systems, CRM platforms, and performance metrics like first response time and concurrency. Adept at working remotely with strong written communication, multitasking, and critical thinking skills.
Work History
Customer Service Representative
1 Year 1 Month- Facilitated support for students, instructors, and administrators utilizing Pearson online learning platforms and educational products.
- Provided customer support via phone, email, and chat in a remote work environment.
- Helped users troubleshoot login issues, account access, password resets, and navigation of Pearson systems.
- Researched and resolved customer concerns while maintaining high levels of customer satisfaction.
- Documented customer interactions and case resolutions in company databases.
- Met performance metrics for quality, productivity, attendance, and customer satisfaction.
- Handled multiple tasks while maintaining professionalism and confidentiality.
Farmers Insurance
4 Years 3 Months- Delivered support via live chat, inbound calls, and emails, helping policyholders with billing, claims, and policy navigation.
- Handled concurrent chat interactions while maintaining high accuracy and response times.
- Collaborated with internal departments (claims, IT, underwriting) and escalated complex inquiries.
- Maintained up-to-date member records across multiple systems.
- Tracked and improved performance based on chat-specific metrics.
Remote Customer Care Representative
3 Years 6 Months- Supported claimants in FMLA, workers compensation, and medical leave inquiries across phone and chat.
- Managed high-volume call/chat queues, maintaining professionalism and first-contact resolution.
- Navigated claims systems and CRM tools to update case details and generate documentation.
- Demonstrated strong remote work discipline, multitasking efficiently across platforms.
- Ensured all communications adhered to HIPAA guidelines.
Education
Bachelor Of Business Administration - General Studies
Skills
Assisted members through chat support with a focus on timely responses to concurrent inquiries.
Provided knowledge of healthcare and insurance claims
including FMLA and workers' compensation benefits.
Communicated effectively in writing while delivering real-time responses.
Utilized VOIP and omnichannel platforms to enhance member interaction.
Managed data entry and customer relationship management (CRM) platforms efficiently.
Maintained compliance with HIPAA regulations and ensured confidentiality.
Supported high-volume inquiries in remote settings effectively.
Applied conflict resolution skills and practiced active listening with members.
Executed multitasking strategies and managed time to prioritize tasks.
Facilitated problem-solving and decision-making processes.
Timeline
Customer Service Representative
TEKsystems - Assigned to Pearson Education
04.2025 - 05.2026Read More
Farmers Insurance
Remote Customer Care Representative
01.2021 - 04.2025Read More
Remote Customer Care Representative
Sedgwick Claims Management
07.2017 - 01.2021Read More
Jefferson State Community College
Bachelor Of Business Administration from General Studies
Read More