La'Kia Livingston
Orlando,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the Client Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
Benefits Specialist
Alight Solutions
Orlando, FL
11.2020 - 06.2022
- Provided remote website support for retiree demographic.
- Provided benefit administration services to over 14 companies as a third party administrator.
- Maintained and updated customer related information in systems to ensure accurate records.
- Responded to customers through a variety of channels including telephone (both inbound and outbound), internet, and written correspondence as appropriate.
- Acquired detailed knowledge of product ranges and services to provide excellent service.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Processed monthly remittance and reconciliation for various benefit plans.
- Coordinated submission and processing of life insurance claims.
- Directed and controlled 401K, medical, dental and vision benefit packages.
- Updated benefit cost summaries for employer cost tracking.
Patient Care Advocate
Cigna/Express Scripts
Orlando, FL
09.2018 - 10.2020
- Assisted patients with receiving medications at their homes & helped them to understand their insurance benefits.
- Worked independently in a high inbound/outbound structured work environment.
- Thorough knowledge of drug/medication rules & by-laws.
- Met important scheduling deadlines for distributing patients' prescriptions.
- Constant use of problem solving skills to meet patient's needs.
- Liaison between medical/pharmacy professionals and patients.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Resolved problems with communication and billing to foster seamless services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed rapport to create safe and trusting environment for care.
- Monitored progress and documented patient health status changes to keep care team updated.
Virtual Assistant
Cre8tive Solutions
Fort Lauderdale, FL
07.2014 - 08.2018
- Completed administrative tasks by performing business correspondence, transcription and data entry.
- Managed electronic and paper filing systems by updating paperwork, maintaining documents and accurately recording information.
- Conferred with customers by telephone, chat or email to provide information.
- Executed travel arrangements by researching and booking flights and accommodations.
- Answered and screened 90+ calls daily to provide information, schedule appointments and take detailed messages.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed calendars to strategically coordinate meetings, appointments and events.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Liaised between clients and vendors and maintained effective lines of communication.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
Client Service Specialist
OnRite/Hairvisions Int.
Fort Lauderdale, FL
05.2000 - 06.2014
- Processed and created detailed orders for prosthetic hair enhancements for clients experiencing hair loss, thinning hair or undergoing chemotherapy.
- Provided knowledgeable service and support for all customer needs.
- Accepted and processed payments, updated accounts and issued receipts.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Called existing and prospective customers to evaluate desires and offer hair replacement options.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Answered average of 70+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 15%.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided back up for customer service managers.
- Effective liaison between customers and internal departments.
Education
No Degree - Medical Insurance Coding
MedVance
Fort Lauderdale, FLHigh School Diploma -
Dillard High School
Fort Lauderdale, FL06.1992
Skills
- Customer Care
- Ledger Updating
- Benefits Explanations
- Customer Inquiries
- Employee Benefits Laws
- Compensation and Benefits
- Operational Efficiency
- Service Quality
- Clerical Support and Payment Collection
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Customer Account Management
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Order and Refund Processing
- Customer Service and Assistance
- Inbound and Outbound Calling
- Call Transfers
- Credit Card Payment Processing
- Consulting Supervisors
- Correcting Discrepancies
- Answering Customer Questions
- Online Chat
- Team-Oriented and Cooperative
- Administrative and Office Support
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Upselling Products and Services
- Microsoft, Excel, Power Point, Access,
- Creative Writing
- Customer Retention Strategies
Timeline
Benefits Specialist
Alight Solutions
11.2020 - 06.2022
Patient Care Advocate
Cigna/Express Scripts
09.2018 - 10.2020
Virtual Assistant
Cre8tive Solutions
07.2014 - 08.2018
Client Service Specialist
OnRite/Hairvisions Int.
05.2000 - 06.2014
No Degree - Medical Insurance Coding
MedVance
High School Diploma -
Dillard High School
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