Laria Strong
Louisville,KY
Overview
15
15
years of professional experience
Work History
Pharmacy Technician
J.Knipper INC
Louisville, KY
08.2024 - 09.2025
- Processed prescription orders accurately and efficiently, ensuring timely delivery to patients.
- Assisted pharmacists in preparing medications and managing inventory levels to optimize workflow.
- Maintained compliance with regulatory standards through diligent record-keeping and documentation practices.
- Trained junior technicians on operational procedures and best practices for medication handling.
Customer Service Representative
Consumer Cellular
Louisville, KY
10.2022 - 03.2023
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Educated customers on product features, benefits, and usage to enhance user experience.
- Managed high-volume calls while maintaining service quality and customer satisfaction standards.
- Collaborated with team members to streamline processes, improving overall efficiency in service delivery.
Claims Research and Resolution Representative 2
Humana
Louisville, KY
11.2019 - 07.2022
- The Claims Research and Resolution Representative 2 manages claims operations that involve customer contact, investigation, and settlement of claims for and against the organization. Approves all claim settlements both for and against the organization. The Claims Research and Resolution Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
- Responsibilities
- The Claims Research and Resolution Representative 2 does the following:
- Provides friendly and effective customer service via phone approximately half of the work day and processes claims out of a queue the other half of the day
- Determines whether to deny or pay claims following organizational policies and procedures.
- Handles inbound/outbound claims call on a daily basis
- Decisions are typically focus on interpretation of area/department policy and methods for completing assignments.
- Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
- Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.
- Works within a professional environment with production matrix set based on assigned team.
Enrollment Representative 1
Humana
Louisville, KY
09.2018 - 11.2019
- The Enrollment Representative 1 processes applications from members, enrolls them on company platforms, and transmits enrollment to Center for Medicare and Medicaid Services. The Enrollment Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.
- Job Description
- The Enrollment Representative 1 reviews reports and makes adjustments, additions, and deletions based on enrollment rules. Manages a daily inventory. Reports inventory daily. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.
Telemarketing Agent
Talenthub Worldwide/CBS Interactive
Louisville, KY
05.2017 - 06.2018
- Responsibilities
- Focused, friendly, and professional outbound telemarketer, performed phone calls for a range of on-going campaigns in a call center environment. The role requires the generation of quality leads by calling IT and Business decision makers subscribed to CBS Interactive’s technology properties to promote complementary content offers on a range of IT Companies and Solutions. Additional duties include performing calls, maintaining database contact records, and collecting information on current and upcoming IT projects.
- Long-term temporary role, up to 24 months.
- Skills/Qualifications: Call-Center, Quality Control, and BANT Customer Service, or Sales experience desired, not mandatory.
- Not afraid of outbound calling; Ability to engage customer over the phone, and present a product/service consistently based upon a campaign training and script.
- Basic understanding of the IT environment desired, not mandatory.
- Able to demonstrate consistency in performance.
- Self-motivated and goal driven.
- Excellent attendance.
Enrollment Limited Term Specialist
Humana
Louisville, KY
08.2017 - 12.2017
- Responsibilities
- Resolve issues, inquiries, and concerns from members while treating them with empathy
- Understand the importance of each customer interaction
- Make outbound calls to members to complete the application process
- Make outbound calls to providers for patient acceptance validation
- Use attention to detail to ensure accuracy
- Reconcile membership files
- Skills/Qualifications: Attention to detail, Proficiency in Microsoft Word and Excel, and experience using multiple computer applications simultaneously
- Ability to adapt to change quickly
- Strong written and verbal communication, Ability to show empathy
- Demonstrated ability to work in a team environment
Call Center
Office Team
Louisville, KY
01.2016 - 05.2016
- Responsibilities
- Customer Service Representative Job Duties: Answers inbound calls; Determines customer needs; Answers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems; Fulfills requests by clarifying desired information; forwarding requests.; Keeps equipment operational by following established procedures; reporting malfunctions; Participates in training to learn and update job knowledge
- Skills/Qualifications: Customer Focus, Customer Service, Data Entry Skills, Listening, Phone
- Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking
- Knowledge sets include: Customer Care, Customer Service Training, Customer Services, Desktop computers, Digital Telephones, Phone headsets.
Call center
Firstsource Group USA
Louisville, KY
03.2015 - 07.2015
- Responsibilities
- Customer Service Representative Job Duties: Answers inbound calls; Determines customer needs; Answers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems; Fulfills requests by clarifying desired information; forwarding requests.; Keeps equipment operational by following established procedures; reporting malfunctions; Participates in training to learn and update job knowledge
- Skills/Qualifications: Customer Focus, Customer Service, Data Entry Skills, Listening, Phone
- Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking
- Knowledge sets include: Customer Care, Customer Service Training, Customer Services, Desktop computers, Digital Telephones, Phone headsets.
Concession Stand Manager
Centerplate
Louisville, KY
09.2011 - 10.2013
- Responsibilities
- Desire for personal and professional growth
- Demonstrated restaurant operations experience.
- Demonstrated ability to effectively drive sales and profits.
- Accomplishments
- Driving sales by providing outstanding product and service
- Coaching and motivation
- Training and developing employee
- Strong People Oriented Leadership skills
- Ability to lead and develop a high performing restaurant team.
- Excellent verbal and written communication skills.
- Demonstrated restaurant operations experience.
- Skills Used
- Strong People Oriented Leadership skills
- Ability to lead and develop a high performing restaurant team.
- Excellent verbal and written communication skills.
Collector
A. R.M
Louisville, KY
09.2010 - 06.2011
- Responsibilities
- Customer Service Representative Job Duties: Answers inbound calls; Determines customer needs; Answers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems; Fulfills requests by clarifying desired information; forwarding requests.; Keeps equipment operational by following established procedures; reporting malfunctions; Participates in training to learn and update job knowledge
- Accomplishments
- Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking
- Knowledge sets include: Customer Care, Customer Service Training, Customer Services, Desktop computers, Digital Telephones, Microsoft Windows, Phone headsets.
Education
High School Diploma -
Atherton High School
Louisville, KY01.2006
Skills
- Problem-solving skills
- Team collaboration
- Confidentiality and HIPAA
- Workflow optimization
Timeline
Pharmacy Technician
J.Knipper INC
08.2024 - 09.2025
Customer Service Representative
Consumer Cellular
10.2022 - 03.2023
Claims Research and Resolution Representative 2
Humana
11.2019 - 07.2022
Enrollment Representative 1
Humana
09.2018 - 11.2019
Enrollment Limited Term Specialist
Humana
08.2017 - 12.2017
Telemarketing Agent
Talenthub Worldwide/CBS Interactive
05.2017 - 06.2018
Call Center
Office Team
01.2016 - 05.2016
Call center
Firstsource Group USA
03.2015 - 07.2015
Concession Stand Manager
Centerplate
09.2011 - 10.2013
Collector
A. R.M
09.2010 - 06.2011
High School Diploma -
Atherton High School