Laquesta cathey
Poinciana,FL
Summary
Results-driven Customer Service Representative experienced in supporting healthcare, technology, and hospitality clients. Achieved improved member satisfaction by educating on insurance plans, facilitating access to care, and managing account registrations across multiple states. Delivered effective technical troubleshooting and problem resolution, ensuring compliance with regulatory standards while enhancing overall customer engagement.
Overview
1
1
Certification
4
4
years of post-secondary education
21
21
years of professional experience
Work History
Advocate4Me Representative
UnitedHealth Group
Minnetonka, MN
11.2022 - 04.2026
- Deliver exceptional customer service to United Health Care dual complete d-snp plan members across multiple states, enhancing member satisfaction
- Educate members about insurance plans, assisting with PCP changes, appeals, grievances, and coverage determinations to ensure accurate plan utilization.
- Facilitate access to care by scheduling doctor appointments, finding local stores and fitness centers, and assigning dental, vision, specialist, and primary care providers
- Support members with account registration on myuhc.com, navigation of the UHC app, and replacement of insurance cards, improved digital engagement
- Managed rewards programs, scheduled house call visits, reviewed pharmacy rejections, and made outbound calls to proactively address member needs, enhancing member engagement.
- Analyzed and evaluated medical claims to identify discrepancies, ensuring accurate processing and supporting compliance with regulatory standards.
- Updated Medicare applications to meet compliance standards.
Customer Service Representative
Conduent
07.2020 - 09.2022
- Resolved technical issues for members via screen sharing on Apple devices, enhancing customer satisfaction
- Processed refund requests and documented cases while assisting with Apple ID account registration, enhancing customer onboarding experience
- Supported customers in setting up Apple Pay, Apple Wallet, and Apple Cash, increasing adoption of digital payment solutions
- Supported customers in setting up Apple Pay, Apple Wallet, and Apple Cash to facilitate adoption of digital payment solutions
- Assisted customers with Apple credit card applications and coordinated hardware repairs to maintain device functionality
- Provided remote assistance to customers with technical issues
Front Desk Agent
Mystic Dunes Resort and Golf Club
Kissimmee, FL
10.2019 - 03.2020
- Greeted guests and managed check-in/check-out processes, enhancing guest satisfaction and operational efficiency
- Created room keys and delivered excellent customer service, contributing to positive guest reviews
- Generated tickets for complaints and defective items, ensuring timely resolution of guest issues and improving overall guest experience
- Operated multiple systems to build reports, investigate fraud reservations, and process payments, maintaining operational integrity
Customer Service Representative
Ultimate Staffing Temp Agency
Sanford, FL
06.2016 - 09.2017
- Troubleshot remote app issues and assisted with Bluetooth pairing for vehicle connectivity during inbound calls
- Handled inbound calls to troubleshoot remote app issues and assist with Bluetooth pairing for vehicle connectivity
- Executed account password resets to maintain secure and seamless access for customers
Support Assistant
Primrose Center incorporation
Orlando, FL
07.2013 - 07.2015
- I guided individuals in practicing social skills to achieve their monthly program goals. I also drove vans and buses to pick the individuals up from home and return them. I also fed some of the individuals and assisted them in the bathroom. I played games with them and interacted with them throughout the day. I also passed medication to individuals that take meds throughout the day. I've worked in several department's such as the cafeteria as an Enclave Supervisor. My job duties were to make and serve the food to individuals during lunch, do cashier duties and work with high functioning individuals that assist me with preparing the food and serving it.
- I was an employee of the month July 2014 and I received a Making A Difference Award on May 27, 2015.
- Coordinated daily tasks and responsibilities to ensure alignment with team objectives.
- Contributed to key milestones through dedicated teamwork and consistent effort.
- Applied expertise in various tasks to enhance productivity
- I was employee of the month July 2014 and I received a Making A Difference Award on May 27, 2015.
Customer Service Representative
Contact center of America
Orlando, FL
01.2011 - 02.2013
- Answered inbound calls from students and parents about online school registration and class reassignment, ensuring accurate enrollment and resolving inquiries effectively
- Delivered excellent verbal and written customer service, enhancing overall team performance
- Organized and multitasked to consistently achieve high metric scores in service delivery
Customer Service Representative
Precision Response Corporation
Margate, FL
11.2006 - 02.2007
- Assisted clients with rebate coupons and inventory management, enhancing customer satisfaction and loyalty
- Trained new employees on sales techniques and company protocols, fostering team skill development
- Promoted to trainer for demonstrating strong performance and leadership qualities
Sales Representative / Customer Service
Treasure Coast Magazine
Fort Lauderdale, FL
09.2005 - 01.2007
- Conducted outbound calls to new and existing customers to sell magazines, contributing to subscription growth
- Addressed customer issues with magazine orders, maintaining high levels of satisfaction
- Cultivated advertising relationships for Treasure Coast Magazine local business clients.
- Presented print and digital ad packages using media kits and rate cards.
- Developed sales proposals aligned with editorial calendar and publication themes.
Education
High school diploma or GED -
Cornerstone Christian Correspondence School
Townsend, GA 08.2004 - 05.2008
Skills
- Medicare enrollment
- Claims review
- Benefits navigation
- Centers for Medicare and Medicaid Services (CMS)
- Policy review
- Provider management
- Care coordination
- Customer service
- Customer support
- Call Center
- Call documentation
- Conflict resolution
- Relationship management
- Account servicing
- Customer relations
- Technical support
- CRM expertise
- Trained in Salesforce
- Microsoft Excel
- Microsoft Windows
- Systems and software expertise
- Transaction processing
- Order resolution
- Customer Care
- Problem solving
- Needs analysis
- Team development
- Resourcefulness
- Time management
- Multitasking
- Medical equipment
- Time management
- Transaction processing
- Multitasking
Personal Information
- Driving License: CDL A
- Work Permit: Authorized to work in the US for any employer
Certification
CDL A, September 2033, Driver's License
Languages
English
Awards
- Employee of The Month, October 2016, I was featured on Ultimate Staffing's website to be the face for Lexus Outstanding Customer Service Representative for Lexus Customer Satisfaction Central Florida area.
- Making A Difference Award, May 2015, I received a certificate for going above and beyond for the client's, their parents and for the company ( Primrose)
- Employee of The Month, July 2014, I received a certificate and a gift card for being a hard worker.
Timeline
Advocate4Me Representative
UnitedHealth Group
11.2022 - 04.2026
Customer Service Representative
Conduent
07.2020 - 09.2022
Front Desk Agent
Mystic Dunes Resort and Golf Club
10.2019 - 03.2020
Customer Service Representative
Ultimate Staffing Temp Agency
06.2016 - 09.2017
Support Assistant
Primrose Center incorporation
07.2013 - 07.2015
Customer Service Representative
Contact center of America
01.2011 - 02.2013
Customer Service Representative
Precision Response Corporation
11.2006 - 02.2007
Sales Representative / Customer Service
Treasure Coast Magazine
09.2005 - 01.2007
High school diploma or GED -
Cornerstone Christian Correspondence School
08.2004 - 05.2008