Latae’sha Smith
Fort Worth
Summary
Dynamic professional with a proven track record at Humana, adept in relationship building and computer proficiency. Excelled in enhancing customer satisfaction and student engagement through critical thinking and effective behavior management. Demonstrated exceptional oral communication and active listening, significantly improving service quality and efficiency.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Teacher Assistant
International Newcomer Academy
08.2023 - Current
- Responded to student needs and questions promptly.
- Promoted a positive learning environment by effectively managing classroom behavior and addressing individual needs.
- Assisted teachers in preparing instructional materials, ensuring alignment with curriculum objectives.
- Supported teacher in monitoring students during lunch periods, recess, and other non-instructional times to maintain safety and orderliness.
Member Service Representative
CVS Healthcare
07.2020 - 06.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Educated and engaged customers with new programs.
Call Center Representative
Humana
01.2017 - 10.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
High School Diploma -
CROWLEY HIGH SCHOOOL
Fort Worth, TX05-2002
Skills
- Relationship building
- Oral communication
- Student engagement
- Behavior management
- Data entry
- Critical thinking
- Active listening
- Call center experience
- Computer proficiency
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Call center operations
Languages
English
Native or Bilingual
Timeline
Teacher Assistant
International Newcomer Academy
08.2023 - Current
Member Service Representative
CVS Healthcare
07.2020 - 06.2022
Call Center Representative
Humana
01.2017 - 10.2019
High School Diploma -
CROWLEY HIGH SCHOOOL
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