Hi, I’m
Latanya Kent
Management
Columbus,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
years of professional experience
Work History
AflacColumbus, GA
Claims Specialist II
10.2016 - 03.2023
Job overview
- Reviewed new files to determine current status of disability and accident claim and to develop plan of action.
- Checked documentation for accuracy and validity on updated systems.
- Perform duties using knowledge of disability and accident claim product line and experienced-based judgement to communicate with customers and Aflac personnel.
- Processing over 50 customer claims per day exceeding company production goals
- Verified client information by analyzing existing evidence on file.
- Adjudicate claims requests and customer inquiries according to policy provisions and documented claims processing guidelines.
- Communicates customer needs and inquiries to management.
- Communicate effectively, orally and in writing, in handling initial processing of claims.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Agero Motor ClubColumbus, GA
Roadside Assistance Agent
01.2015 - 10.2016
Job overview
- Provide top-notch customer service and assistance to callers experiencing difficulties with their vehicle
- Determine preliminary course of action based on information presented by customer
- Managed over 30 calls per day
- Received inbound calls and dispatched roadside assistance for various insurance customers who have elected to have roadside assistance.
- Investigated and resolved customer inquiries regarding roadside assistance and complaints in timely and empathetic manner.
- Display highest degree of courtesy, clarity, and professionalism to resolve customer issues and achieve one-call resolution
T & T Unique Tax ServicesColumbus, GA
Office Manager
01.2014 - 10.2016
Job overview
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed over 4 business locations to include over 30 employees
- Controlled finances to lower costs and keep business operating within budget.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Coached new hires on company processes while managing employees to achieve maximum production.
TitleMax Title LoansColumbus, GA
Customer Service Specialist
01.2013 - 02.2014
Job overview
- Educated customers about billing, payment processing and support policies and procedures.
- Handled customer inquiries and suggestions courteously and professionally.
- Ensured superior customer service experience and satisfaction.
- Help increase store profitability through customer relationship development, community involvement and marketing. Make daily bank deposits, accept customer payments, process vehicle liens and comply with all other applicable consumer and privacy laws.
- Accurately determine loan values based of of comprehensive vehicle appraisal.
- Successfully managed customer accounts and ensure that payments are made in timely manner.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Processed customer service orders promptly to increase customer satisfaction.
E-Tax Income Tax Services LLCColumbus, GA
Office Manager
01.2007 - 06.2013
Job overview
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed over 2 locations to include overseeing 15 employees
- Controlled finances to lower costs and keep business operating within budget.
- Oversee all office management functions, account reconciliations, business correspondence, and human resources functions.
- Ensure proper adherence to federal, state, and company policies, and procedures/regulations.
Education
University of PhoenixTempe, AZ
MBA from Business Administration
05.2013
University of PhoenixTempe, AZ
Bachelor of Science from Business Management
04.2011
Columbus Technical CollegeColumbus, GA
No Degree from Customer Service Specialist Certification
06.2007
Skills
- Organization and Prioritizing Tasks
- Production Goals
- Customer Satisfaction
- Accounts Payable and Accounts Receivable
- Documentation Review
- Leadership Skills
- Active Listening
- Customer Service Skills
- Ability to maintain ,analyze, and organize information
- Operations Management
- Problem-Solving Ability
- Customer Relations
Timeline
Claims Specialist II
Aflac
10.2016 - 03.2023
Roadside Assistance Agent
Agero Motor Club
01.2015 - 10.2016
Office Manager
T & T Unique Tax Services
01.2014 - 10.2016
Customer Service Specialist
TitleMax Title Loans
01.2013 - 02.2014
Office Manager
E-Tax Income Tax Services LLC
01.2007 - 06.2013
University of Phoenix
MBA from Business Administration
University of Phoenix
Bachelor of Science from Business Management
Columbus Technical College
No Degree from Customer Service Specialist Certification
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