LaTasha Dailey
Baltimore,MD
Summary
Driven Customer Service Representative with expertise in promoting insurance options, determining clients' needs and detecting potential clients. In-depth knowledge of claims processing, database management and correspondence. Outstanding analytical, interpersonal and organizational skills. Dedicated to expediently resolving insurance issues and exceeding client expectations. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
APWU Health Plan
Claims Representative
2014.09 - 2024.09
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Documented and detailed calls and complaints using call center's CRM database.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Title Release Technician
PDP Group Inc
2015.01 - 2018.07
- Proofread and corrected errors on vehicle titles and contracts
- Updated vin numbers
- Entered data onto spreadsheet
- Released titles to customers via Federal Express and U.S
- Postal Service.
Paratransit Driver
Safe Ride
2013.02 - 2014.12
- Safely transported medical passengers to and from appointments according to MDOT guidelines
- Assisted customers with safely locking wheelchairs.
- Demonstrated flexibility in adapting to changing schedules, route assignments, and passenger requirements as needed to maintain quality of service.
Customer Account Executive
Maryland Healthcare Exchange
2011.11 - 2013.02
- Assisted customers with choosing medical insurance according to the Affordable Care Act
- Reviewed and explained health plans and coverages
- Explained deductibles, co-insurance and co-pays to customers
- Completed application for financial assistance for customers.
Education
High School Diploma -
Edmondson Westside High School
Baltimore, MD06.2000
Skills
- HIPAA Compliance
- Claims Processing
- Microsoft Office
- Insurance Verification
- Teamwork and Collaboration
- Time Management
- Problem-solving abilities
- Call Center Customer Service
- Excellent Communication
- Active Listening
- Adaptability and Flexibility
- Customer Complaint Resolution
- Insurance Coverage Verification
Additional Information
Qnxt and Genesys
Microsoft Word
Microsoft Excel
Claims Exchange
Timeline
Title Release Technician
PDP Group Inc
2015.01 - 2018.07
APWU Health Plan
Claims Representative
2014.09 - 2024.09
Paratransit Driver
Safe Ride
2013.02 - 2014.12
Customer Account Executive
Maryland Healthcare Exchange
2011.11 - 2013.02
High School Diploma -
Edmondson Westside High School
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