Lakitha Marshall
Birmingham,AL
Summary
Dynamic and results-driven professional with over a decade of experience as a Senior Customer Care Representative, recognized for exceptional communication and technical skills. Proven track record in managing customer inquiries and resolving complaints, demonstrating a steadfast commitment to excellence in service delivery and consistently achieving high levels of customer retention and satisfaction. Expertise in processing and reconciling diverse customer invoices, complemented by meticulous record-keeping and a solid understanding of account terminology. Outstanding time management and organizational abilities, combined with a solution-oriented approach, foster continuous learning and development within collaborative team environments.
Overview
26
26
years of professional experience
Work History
Customer Support Specialist
Blue Cross and Blue Shield of Alabama
07.2017 - 07.2025
- Personalized solutions, education, and assistance to meet the needs of the customer. Customer contact channels via telephone, mail, email, chat, or in-person.
- Acknowledges the customer, identified the situation, and satisfies the need of the customer.
- Research and respond to customer inquiries under minimal supervision and held to a higher Quality and Availability performance scores.
- Supervisor calls and assist as a resource for trainees, representatives, and associates.
- Dedicated Hospital Outbound Representative for Children's Hospital and UAB. Task included reviewing spreadsheets for high dollar problem claims and providing feedback to resolve any processing issues.
- Health Management including initiating inpatient, outpatient precertifications for facilities and physician's.
- Mentor representatives
- Assist with provider's with subscriber's benefits, limitations, precertification requirements, claim status, and coding issues.
- Assisted with Manager projects for research and problem solving in order to test organizational processes.
- Includes but not limited to, time management, exceeding all goals and helping others with questions relating to Health Management, claims, benefits, precertification processes etc.
- Multitasking including call etiquette, multi screen navigation such as CIS-benefits, JIVA-houses precertifications, Navigator-claims processing system.
- Knowledgeable in claims billing, processing, Medicare guidelines/carveout, and coordination of benefits.
Senior Customer Care Rep
Alabama Power Company
01.2005 - 04.2017
- Managed a high volume of calls and responded to incoming calls, emails and other message from customers and give them the right answers and directions.
- Ensured accurate direction and support to team leaders to facilitate successful completion of organization’s targets and performance goals.
- Gathered and Verified all required customer information for tracking purpose
- Indentified and Carefully Resolved Customer’s and or problems that may arise from operation with the use of ethical procedures and professional judgment.
- Made use of proven business techniques in the identification of lapses and loop holes in the organization’s customer service department and recommend better strategies that will yield better results.
- Used expertise to build strong healthy relationships with clients, convince them of all benefits of doing business with the organization and create an open and accessible communication rout for free flow of information.
- Intimated employees with the rules and regulations of the organization in order to enable them work in accordance with acceptable standards as this will affect their level of productivity and performance
- Liaised with other trainers/training departments to ensure that employees are very knowledgeable about work ethics and latest trends obtainable in the business market to obtain better results
- Serves as mediator between customers and clients in cases of disputes which may arise in the course of business transactions, and also mediate between employees and employers to ensure that the interests of both parties are duly protected.
Driver Trainer/ Customer Service
DHL Express Trainer
08.1999 - 01.2005
- Trained Driver in accordance to DHL’s policies and procedures.
- Researched and resolved complaints to ensure customer retention and satisfaction.
- Provided excellent customer service by quick and accurate delivery and maintaining a positive feedback.
- Was responsible for all documents, and sorting of all packages and making sure they were delivered in a timely manner.
- Maintained all documentations, researched and resolved customers complaints.
- Resolved issues pertaining to missing packages or packages not delivered in a timely manner.
- Designed, prepared, and maintained spreadsheets using basic mathematical calculations.
- Updated and maintained personnel accountability reports.
- Reviewed new procedures, manuals, and system enhancements and suggested revisions.
- Composed routine letters and reports using instructions or guidelines of the work area.
- Inventoried office supplies and equipment; prepared and submitted orders for purchase.
- Explained appropriate work instructions to other employees.
- Interpreted and applies instructions and guidelines to resolve work problems.
- Reviewed on-line transactions for changes and accuracy and corrects errors.
- Retrieved system reports.
- Updated and maintained personnel accountability reports.
Education
Columbia Southern University
Orange Beach, AL08.2025
High School Diploma - undefined
Eufaula High School
Eufaula, AL01.1995
Skills
- Operational efficiency enhancement
- Accurate data entry
- Customer service proficiency
- Conflict resolution
- Call center experience
- Data entry
Accomplishments
- Achieved customer satisfaction through effectively helping with special projects.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with a team of Nurses to complete hospital certifications.
- Achieved claim processing through locating claims issues through knowledge and research achieving accuracy and efficiency.
Pinnacle Award Blue Cross and Blue Shield
Blue Cross created an award for associates whom exceeds required goals every 3 months.
Timeline
Customer Support Specialist
Blue Cross and Blue Shield of Alabama
07.2017 - 07.2025
Senior Customer Care Rep
Alabama Power Company
01.2005 - 04.2017
Driver Trainer/ Customer Service
DHL Express Trainer
08.1999 - 01.2005
High School Diploma - undefined
Eufaula High School
Columbia Southern University
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