Lamarte Staton

•Resolved escalated customer inquiries via email, phone, and chat, improving response

accuracy and customer satisfaction with measurable results.

•Processed merchant refund and Refund by Check requests, shortening resolution time and ensuring accurate fund disbursement.

Investigated loan verification disputes to correct credit accuracy and reduce repeat inquiries.

•Adjusted loans and APR rates to correct account errors and improve repayment accuracy.

•Used product and financial knowledge to investigate diverse case types and deliver timely.

•Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner.

•Directly responds to customer inquiries when appropriate or routes calls to the appropriate

staff to ensure prompt resolution/customer satisfaction.

•Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify

insurance information and provide copies of invoices upon request.

•Answer patient questions and concerns during refill scheduling and transfer to the clinical team

(pharmacists and nurses) when appropriate.

Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety.

•Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner.

•Directly responds to customer inquiries when appropriate or routes calls to the appropriate

staff to ensure prompt resolution/customer satisfaction.

•Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify

insurance information and provide copies of invoices upon request.

•Answer patient questions and concerns during refill scheduling and transfer to the clinical team

(pharmacists and nurses) when appropriate.

Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety.

• Providing our members (veterans) with the information on their benefits and schedule or reschedule appointments.
• Processed veterans claims for short term and long term disability benefits and payments via EFT and Check.
• Provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues.
• Schedule, Cancel & Rescheduling Appointments for the VA Regional office.
• Navigating multiple systems at the same time.

•Provided email and chat technical support to USPS customers, resolving inquiries with

measurable results.

•Handled 90-120 customer emails daily to address technical and service issues efficiently.

•Filed claims for missing mail and packages, improving case resolution consistency.

Processed change-of-address requests accurately to reduce delivery disruptions.

•Answered website and service questions for missing mail, hold mail, Click-N-Ship, international mail, and PO Boxes, delivering clear guidance.

•Supported business and consumer accounts via email and chat, maintaining service quality

and response standards.

•Resolved complex network authentication failures by analyzing logs, applying certificate fixes and restoring access within hours.

•Intake specialist answering calls from providers and members like Humana.

•Taking around 80-140 calls daily.

Using Sales Force to log the calls.

•Editing Authorizations, Changing Date Of Service, Units needed, Location of procedure.

Submitting Faxes for Authorizations.

•Asking Clinical Questions and Helping Providers Register for the portal

•Resolved phone, voice, computer, and internet issues for residents and businesses, improving

first-contact resolution and reducing repeat tickets.

•Used dual monitors and diagnostic tools to troubleshoot and document incidents, resulting in measurable reductions in average handle time.

•Managed ticket lifecycle by escalating complex cases and closing tickets promptly, improving SLA compliance.

•Managed shoe and beauty administrative tasks, improving stock flow and floor readiness each

shift.

•Opened and closed store operations reliably to ensure secure and timely daily startup and

shutdown.

•Established shoe displays and inventory placement to increase product visibility and sales on the floor.

•Restocked men's, women's, and kids' shoes to maintain full assortment and reduce out-of-

stock occurrences.

•Resolved phone, voice, computer, and internet issues for residents and businesses, improving

first-contact resolution and reducing repeat tickets.

•Used dual monitors and diagnostic tools to troubleshoot and document incidents, resulting in measurable reductions in average handle time.

•Managed ticket lifecycle by escalating complex cases and closing tickets promptly, improving SLA compliance.

•Resolved technical issues for Apple devices using structured troubleshooting, improving first-contact resolution and customer satisfaction.

•Demonstrated comprehensive product knowledge to answer diverse customer questions,

resulting in measurable improvements in issue clarity.

•Communicated efficiently with multiple customers via typing and chat to maintain response times and reduce wait durations.

•Assisted customers with multi-device setups and cross-device compatibility, improving

usability and support outcomes.

•Diagnosed and repaired phones, tablets, and computers, achieving consistent resolution rates and reduced escalation.

•Increased outbound call volume to 200–300 daily to drive new residential and business

account enrollments.

•Closed sales of high-speed internet, phone, and TV services for residential and business

customers meeting daily targets.

•Established and configured new customer accounts, ensuring accurate setup and timely

activation.

•Closed mid-market deals by negotiating pricing and contract terms aligned with margin

targets.

•Dispatched roadside assistance calls and coordinated service providers to restore vehicle mobility with measurable response improvements.

•Answered inbound customer calls to assess situations and verify coverage, improving

verification accuracy and response clarity.

Placed outbound calls to vendors and third-party providers to schedule services and confirm.

•ETA, reducing wait times for stranded customers.

Searched and entered policy information to locate coverage details and streamline

authorization for services.

•Validated customer coverage and eligibility to ensure appropriate billing and reduce claim

denials.

•Resolved technical issues for Samsung devices, improving first-contact resolution with measurable results.

•Diagnosed and repaired SmartThings hubs and smart devices, reducing repeat calls and

increasing customer satisfaction.

Created and tracked support tickets using Zendesk and related tools to ensure timely issue escalation.

•Answered customer product inquiries clearly, resulting in improved user understanding and

reduced follow-ups.

•Guided customers through step-by-step troubleshooting, delivering consistent problem-solving

and positive feedback.