Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Latanya Shelton

Memphis,TN

Summary

Experienced professional with a strong background in problem resolution and customer service. Skilled in paperwork processing and adept at building relationships with clients. Proficient in data entry and meticulous in documentation. Excellent communication skills and maintains a calm demeanor in high-pressure situations. Well-versed in call management, consistently delivering positive and professional interactions. Demonstrates technical knowledge to effectively address customer inquiries and provide accurate solutions.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Leave of Absence Coordinator

Sedgwick
07.2022 - Current
  • Provided exceptional support to employees during their leaves of absence, addressing concerns and answering questions in a timely manner.
  • Enhanced employee satisfaction by efficiently managing and coordinating leave of absence requests.
  • Conducted thorough investigations into suspected cases of FMLA abuse or fraud, protecting company resources from misuse while upholding the rights of legitimate claimants.
  • Educated managers on best practices for handling employee absences, fostering a supportive work environment while minimizing disruptions to productivity.

Customer Service Representative

Sedgwick
01.2020 - 07.2022
  • Managed customer calls efficiently in a fast-paced call center environment
  • Met inbound customer needs while maintaining strict performance targets
  • Resolved issues based on thorough investigations of concerns
  • Completed inquiries and followed up with customers to share findings and offer solutions
  • Documented, researched, and resolved customer service issues
  • Assisted customers in resolving product problems regarding usage or repair

Medical Claims Representative

Evicore/Manpower
07.2019 - 10.2019
  • Helped with processing by preparing accurate insurance claims forms and related documentation
  • Entered, accessed, and searched data with [Software] and maintained physical files
  • Supported agents with claims issues, documentation needs, and general questions
  • Updated databases with new information from newly filed and open insurance claims
  • Collected additional information from insured parties by telephone, email, and letter

Tier 2 Customer Service Representative Technical support

Att
01.2014 - 12.2018
  • Delivered fast and friendly service regarding questions and service complaints
  • Managed customer calls efficiently in a fast-paced call center environment
  • Followed up with customers to offer additional support and check resolution satisfaction
  • Assisted customers in resolving product problems regarding usage or repair
  • Managed documentation for new sales, warranties, and service program sign-ups
  • Documented, researched, and resolved customer service issues
  • Handled customer inquiries, billing questions, payments, and service requests
  • Updated records with all interactions and customers transactions
  • Resolved issues based on thorough investigations of concerns
  • Met inbound customer needs while maintaining strict performance targets
  • Helped improve processes and products by relaying customer feedback

Skills

  • Problem resolution
  • Customer service
  • Paperwork processing
  • Relationship building
  • Data entry
  • Documentation
  • Strong communication
  • Calm demeanor
  • Call management
  • Positive and professional
  • Technical Knowledge

Certification

Mentor Certification

Timeline

Leave of Absence Coordinator

Sedgwick
07.2022 - Current

Customer Service Representative

Sedgwick
01.2020 - 07.2022

Medical Claims Representative

Evicore/Manpower
07.2019 - 10.2019

Tier 2 Customer Service Representative Technical support

Att
01.2014 - 12.2018

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Latanya Shelton