Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lasharn Robinson

Jacksonville,FL

Summary

Seeking a challenging position to utilize professionalism and effective written, verbal, communication skills, in efforts to enhance successful and personal growth.

Overview

10
10
years of professional experience

Work History

Banking Customer Service Representative

Workpath LLC
12.2024 - Current


  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
  • Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
  • Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.

Client Services Representative

Demant
09.2023 - 12.2024
  • Receives and facilitates communication from existing members/customers/networks on all matters regarding the plans and referrals
  • Interacts with customers, vendors, case managers and healthcare providers through inbound/outbound calls and e-mails to coordinate medical appointment scheduling, and ordering/delivery of medical supplies and equipment across multiple databases
  • Handles high-volume inbound calls, record clear and concise case notes in database
  • Work with high degree of autonomy on scheduled responsibilities, and completing tasks within determined turnaround time
  • Owns issues through to resolution on behalf of customers through comprehensive and timely follow-up with necessary
  • Receives and processes hearing aid orders from providers and plan partners; works with manufacturers to provide order status as requested
  • Understands multiple products and services to facilitate medical care for our customers and shift responsibilities to ensure appropriate coverage as needed
  • Maintains performance goals established for efficiency, call quality and handling, customer experience, and more
  • Maintain patient privacy and patient confidentiality under requirements of federal and state laws, including HIPAA, and in accordance with company policies
  • Miscellaneous tasks and projects as assigned by leadership (Data Entry, Zen desk)
  • Remote (work from home)

Service Rep

CitiGroup
07.2023 - 08.2023
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Senior Process Associate

Genpact Collection
06.2023 - 07.2023
  • Reduced production downtime with regular equipment maintenance and timely issue resolution.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.

Customer Service Representative-Outreach

Global Force USA INC
07.2022 - 07.2023
  • Handle inbound and outbound member and/or provider phone calls or correspondence regarding benefit, eligibility or customer issues.
  • Makes outreach welcome calls to new members and conduct Health Risk Assessment Surveys as needed.
  • Provides member education and assists members with PCP selection and assignments.
  • Follows internal processes and procedures to ensure all activities are performed in accordance with departmental and company policies and procedures.
  • Obtains necessary demographic and insurance information and enters data into department computer system.

Rep Fraud Detection

PSCU INC
03.2023 - 03.2023
  • Enhanced transaction monitoring systems for improved fraud detection and prevention.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

N Associate

Fidelity National
11.2021 - 07.2022
  • Produced reports with detailed valuations.
  • Documented condition and special features to provide accurate estimations.
  • Gathered information on nearby properties to compare and help make value determinations on properties.
  • Communicated with appraisers by phone and email to schedule appraisals

Customer Service Representative

Select Portfolio Servicing
12.2019 - 11.2021
  • Company Overview: Jacksonville, FL
  • Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
  • Complete affirmations prior to proceeding to foreclosure, affirming that loss mitigation efforts have been exhausted, or follow the appropriate process to postpone foreclosure due to active loss mitigation.
  • Manage daily workflow for assigned loan population within prescribed timeline and quality metrics.
  • Understand and communicate specific financial information, including debt to income ratios, tax information, and personal financial statements.

ADMINISTRATIVE SUPPORT

ICOMA LLC
05.2021 - 07.2021
  • Implemented feedback mechanisms, enabling continuous improvement in customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.

DEBT SPECIALIST

TD BANK
04.2018 - 01.2020
  • Company Overview: Jacksonville, FL
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Determine reasons for customer delinquencies and use standard methods and procedures to secure payment.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Used skip tracing and other techniques to locate debtors.
  • Worked with customer to create debt repayment plan based on current financial condition

SA IV UNVRSL MBR MBR CNCT QIP SW

Blue Cross & Blue Shield of FL
08.2016 - 10.2017
  • Review members' enrollment or claims history ensuring accuracy of billing and enrollment and application of deductible and member responsibility
  • Research and resolve sales and service-related inquiries meeting established expectations for quality, productivity and timeliness
  • Evaluate data through questioning, probing, and reasoning for process improvement
  • Proper claim adjudication, while following operation procedure guidelines.

CUSTOMER SERVICE REP/ LOSS PREVENTION AGENT

Fanatics Customer Care
07.2015 - 06.2016
  • Resolve customer complaints via phone and email, verify account information
  • Greet customers warmly and ascertain problem and or reason calling
  • Assist with placement of orders, refunds, and or exchanges, detect online shoppers seeking to steal merchandise, using fraudulent payment information, assure that orders that are made are legit before processing

Education

High School Diploma - undefined

Frank H. Peterson Academies
Jacksonville, FL
01.2014

Skills

  • Collections
  • Claims Service
  • Call Documentation
  • Work From Home Environment
  • Customer Service and Assistance

Timeline

Banking Customer Service Representative

Workpath LLC
12.2024 - Current

Client Services Representative

Demant
09.2023 - 12.2024

Service Rep

CitiGroup
07.2023 - 08.2023

Senior Process Associate

Genpact Collection
06.2023 - 07.2023

Rep Fraud Detection

PSCU INC
03.2023 - 03.2023

Customer Service Representative-Outreach

Global Force USA INC
07.2022 - 07.2023

N Associate

Fidelity National
11.2021 - 07.2022

ADMINISTRATIVE SUPPORT

ICOMA LLC
05.2021 - 07.2021

Customer Service Representative

Select Portfolio Servicing
12.2019 - 11.2021

DEBT SPECIALIST

TD BANK
04.2018 - 01.2020

SA IV UNVRSL MBR MBR CNCT QIP SW

Blue Cross & Blue Shield of FL
08.2016 - 10.2017

CUSTOMER SERVICE REP/ LOSS PREVENTION AGENT

Fanatics Customer Care
07.2015 - 06.2016

High School Diploma - undefined

Frank H. Peterson Academies

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