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
12
12
years of professional experience
1
1
Certification
Work History
Disability Claims Specialist
Sedgwick Claims Management
Memphis, TN
11.2024 - Current
- Evaluated and processed disability claims to uphold compliance with policies and regulations.
- Conducted thorough investigations to compile critical documentation for claims resolution.
- Orchestrated collaboration with healthcare providers to obtain medical records and validate claim information.
- Guided clients in understanding claim status, benefits, and eligibility requirements.
- Developed and executed comprehensive training materials to enhance knowledge transfer for new team members.
- Led initiatives to optimize claim processing workflows, driving interdepartmental efficiency.
- Oversaw high caseloads, ensuring prompt and accurate processing of all disability claims.
Leave of Absence Coordinator
Sedgwick
Memphis, TN
07.2022 - 11.2024
- 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
Memphis, TN, USA
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
Bluffton, SC, USA
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
Memphis, TN, USA
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
Facilitated effective problem resolution strategies to enhance operational efficiency
Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
Executed efficient paperwork processing to ensure timely documentation management
Cultivated and strengthened professional relationships to enhance collaboration
Executed accurate data entry processes to ensure information integrity
Managed comprehensive documentation processes to ensure accuracy and compliance
Facilitated effective communication strategies across teams
Maintained composure in high-pressure situations
Oversaw call management operations to ensure efficient communication flow
Fostered a positive and professional work environment through effective communication and collaboration
Leveraged technical expertise to enhance project outcomes
Certification
Mentor Certification
Timeline
Disability Claims Specialist
Sedgwick Claims Management
11.2024 - Current
Leave of Absence Coordinator
Sedgwick
07.2022 - 11.2024
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