Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lashalla Garrett

Palestine,TX

Summary

Results-driven and highly qualified professional with a proven track record of exceeding client expectations. Notably recognized for providing outstanding customer service, increasing efficiency, productivity, and revenue. Skilled in analytical thinking and leading collaborative task-oriented process to increase overall organizational performance and customer satisfaction through strategic practices.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Chat Support Specialist

ASSURANCE IQ
Seattle, WA
06.2023 - 11.2023
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
  • Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
  • Assisted customers with technical issues on a wide range of products and services via live chat.
  • Handled escalated customer complaints in an appropriate manner.
  • Diagnosed problems and offered solutions to customers using troubleshooting techniques.
  • Utilized various software programs such as CRMs, ticketing systems., to provide support.

Customer Care Representative

Texas Health and Human Services Commission
Athens, TX
06.2022 - 05.2023
  • Assisted claim status and password resets documentation review
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions.
  • Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
  • Answered customer inquiries over the phone and via email.
  • Resolved customer complaints promptly and professionally.

Customer Service Representative

Concentrix
Jacksonville, TX
01.2021 - 08.2022
  • Filed claims and investigated, received payments on accounts, and provided status of account for Blue Cross Blue Shield. Worked with providers to ensure payment of claims. Also assisted customers with obtaining DME.
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
  • Responded to customer requests for products, services, and company information.
  • Liaised with insurance carriers to resolve billing errors and discrepancies.
  • Verified accuracy of customer data entered into the system.
  • Researched relevant policy information to answer customer questions.
  • Assisted with resolving complex claims or billing disputes in a timely manner.
  • Developed strong relationships with clients by providing exceptional customer service.

Data Entry Operator

The Midtown Group/FEMA
Remote, USA
10.2019 - 01.2021
  • Conducted all calls with patience, tact, courtesy, and-empathy to determine needs, instructions and gathered details.
  • Completes additional assigned tasks as required.
  • Transcribes information into a federal government agency's Windows-based computer database as required, while conducting an intake call using the script provided.
  • Performs high-volume data entry using word processing, spreadsheet, database.
  • Identify and correct errors using appropriate quality control methods.
  • Provided phone number and agency referrals as necessary for applicable secondary support organizations and other assistance.
  • Performed additional duties assigned based on level of support to the event; Registration Intake(RI), Helpline (HL), Transitional Sheltering Assistance (TSA), or COVID-19 related duties, as assigned.

Titration and Quality Assurance

Sanderson Farms
Bryan, TX
02.2018 - 03.2019
  • Conducted risk assessments to identify and mitigate potential quality issues.
  • Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
  • Assured consistent quality of production by implementing and enforcing automated practice systems.
  • Recorded, analyzed, and distributed statistical information.
  • Created and maintained quality management systems to align with industry standards.
  • Conducted tests on components and finished products to verify conformance to specifications.
  • Maintained accurate records of test results, inspection data, and corrective actions taken when necessary.

Claims Agent

Blue Cross Blue Shield Of Michigan
Remote, USA
01.2017 - 02.2018
  • Answered inbout billing questions.
  • Submitted payment request for services.
  • Followed up with customers on unresolved issues.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Prepared and presented detailed reports to management on claims issues to aid in decision making.
  • Maintained confidentiality of patient finances, records, and health statuses.

Residential Billing Supervisor

Aegis Customer Support Services Private
Irving, Texas
04.2009 - 11.2016
  • Developed and implemented customer service policies and procedures.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Monitored calls for quality assurance purposes.
  • Conducted performance reviews of call center staff and documented results.
  • Resolved escalated customer complaints in a timely manner.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Assigned tasks to agents based on their skillset and availability.
  • Maintained accurate records of all customer interactions using the company's CRM system.

Education

Associates of Libera Arts in Libera Arts -

Trinity Valley Community College
Athens, TX
05.2020

Skills

  • Complaint Handling
  • CRM Software
  • Performance Tracking
  • Social Media Monitoring
  • Quality Control
  • Customer Service
  • Organizational Skills
  • Computer Skills
  • Professional telephone demeanor
  • Customer Retention Strategies
  • Salesforce CRM
  • Problem-Solving
  • Team Collaboration
  • Problem-solving abilities
  • Product Knowledge
  • 60[Number] wpm Typing Speed

Certification

  • 2024 AHIP Medicare, 08/01/23-08/01/24

Timeline

Chat Support Specialist

ASSURANCE IQ
06.2023 - 11.2023

Customer Care Representative

Texas Health and Human Services Commission
06.2022 - 05.2023

Customer Service Representative

Concentrix
01.2021 - 08.2022

Data Entry Operator

The Midtown Group/FEMA
10.2019 - 01.2021

Titration and Quality Assurance

Sanderson Farms
02.2018 - 03.2019

Claims Agent

Blue Cross Blue Shield Of Michigan
01.2017 - 02.2018

Residential Billing Supervisor

Aegis Customer Support Services Private
04.2009 - 11.2016

Associates of Libera Arts in Libera Arts -

Trinity Valley Community College

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Lashalla Garrett