Latasha Jennings
Jacksonville,FL
Summary
Dynamic Customer Service Professional with over 12 years of experience delivering exceptional support across various domains. Proven track record in handling complex customer inquiries, managing billing and payment processes, and resolving account discrepancies. Expertise in using CRM and SAP systems to maintain accurate records and facilitate seamless service delivery. Adept at coordinating with internal teams to address issues, process transactions, and update records efficiently. Skilled in identifying customer needs, providing tailored solutions, and ensuring high levels of satisfaction through proactive communication and problem-solving. Experienced in handling water delivery scheduling, overseeing lockbox processing, and implementing automated payment solutions. Dedicated to maintaining service excellence and enhancing the overall customer experience.
Overview
22
22
years of professional experience
Work History
Customer Services Representative
Concentrix
01.2024 - 06.2024
- Handled incoming and outgoing calls to assist customers with loan payments and cancellations
- Provided solutions for declined orders and unrecognized transactions, ensuring customer satisfaction
- Assisted customers with region changes, updating their accounts accordingly
- Processed and updated billing information for customers in a secure and efficient manner
- Resolved customer inquiries and concerns promptly, maintaining a professional
- Maintained accurate records of customer interactions, ensuring data was updated in the system
Customer Service Representative
Adecco
09.2023 - 01.2024
- Handled inbound calls from customers to schedule water delivery services
- Processed payments and updated billing information accurately
- Assisted customers with inquiries related to water delivery and account details
- Ensured timely and efficient handling of all customer interactions
- Updated and maintained accurate customer records and payment information
- Provided excellent customer service to address and resolve any issues or concerns.
Collection Representative
FIS Global Solutions
06.2023 - 08.2023
- Managed and processed payee transactions and mismatches within the SVPCO (Automated Clearing House) system
- Reviewed and resolved mismatch reports to ensure accurate financial record-keeping
- Investigated and corrected missing reports, coordinating with relevant departments to reconcile discrepancies
- Oversaw lockbox processing to ensure timely and accurate posting of payments
- Utilized Excel to identify and trace missing transactions within customer accounts
- Applied adjustments to customer accounts by either debiting or crediting as necessary
- Communicated with customers to resolve account discrepancies and provide updates on transaction status.
Comcast Customer Service Representative
MCI Telecommunications
04.2023 - 06.2023
- Assisted customers with billing inquiries, payment processing, and setting up auto-pay options
- Provided support to customers looking to resolve account issues or discrepancies
- Offered rate adjustments or promotional offers to retain customers considering leaving the company
- Explained billing statements and charges to ensure customers understood their accounts
- Facilitated the setup and management of automated payment plans to streamline billing processes
- Addressed and resolved customer complaints and concerns to maintain high satisfaction levels
- Updated and maintained accurate customer records in the system.
Sorter (Night shift)
UPS
06.2022 - 04.2023
- Placed tags on bags to ensure accurate tracking and delivery
- Sorted and organized bags based on destination and delivery routes
- Loaded tagged bags onto conveyor belts for efficient processing and shipment
- Monitored and adjusted sorting equipment to ensure smooth operation
- Conducted routine checks to verify the accuracy of tags and destinations.
Optum Specialist (work from home)
Insight Global
09.2021 - 05.2022
- Identified and addressed customer needs promptly and efficiently, ensuring high satisfaction
- Updated and maintained members' primary care physician records with accuracy and attention to detail
- Coordinated and set up Annual Wellness Checkups (AWCs) for members, facilitating timely and effective healthcare
- Adhered to strict quality control policies during customer interactions to ensure compliance and service excellence
- Reviewed and analyzed customer account information to identify current issues and potential solutions.
Operations Specialist (work from home)
TEKsystems(Bank of America)
01.2021 - 05.2021
- Reviewed client paperwork to ensure completeness and accuracy before submission to the underwriter
- Verified all required documents and information were included in loan files
- Coordinated with clients and internal teams to gather missing information and resolve discrepancies
- Maintained organized and up-to-date records of client files and documentation.
Catering Assistant
St.Vincent Hospital and Health Care Center Inc.
08.2019 - 01.2020
- Assisted chefs in food preparation, ensuring precise plating and presentation of meals
- Took patient orders for breakfast, lunch, and dinner, accommodating dietary restrictions and preferences
- Delivered meals to patient rooms in a timely and courteous manner, contributing to a pleasant hospital experience
- Acted as a liaison between kitchen staff and patients, addressing and resolving any complaints regarding food or service quickly and effectively.
Home Health Aide
Rescare Home Health Care
03.2019 - 08.2019
- Assist patients with dressing, grooming, and personal hygiene to ensure comfort and cleanliness
- Support patients with feeding, including preparing and serving meals according to dietary needs
- Provide homemaking services such as light housekeeping, laundry, and maintaining a clean living environment
- Offer companionship and engage in conversation to enhance the patient's emotional well-being
- Aid patients with mobility and transfers, including assisting with walking and using mobility aids
- Monitor and record vital signs, such as blood pressure and temperature, as needed
- Assist patients with medication management, including reminders and administration under supervision
- Accompany patients to medical appointments, providing transportation and support as required.
Customer Service Representative
Dial America
05.2002 - 08.2005
- Informed customers about billing procedures, and payment processing, and assisted with setting up payment options
- Set up and activated customer accounts, ensuring high levels of quality assurance and satisfaction
- Asked probing questions to identify service needs and accurately address customer concerns
- Provided detailed information about products and services, resolving issues to enhance the customer experience
- Managed and updated customer records, ensuring accuracy and confidentiality
- Coordinated with other departments to resolve complex issues and ensure seamless service delivery
- Followed up with customers to ensure resolution of issues and satisfaction with service received
- Utilized CRM software to track interactions and maintain comprehensive records of customer communications.
Education
Certificate in Business -
DeVry University
Associate's degree in Healthcare Management -
Ultimate Medical Academy
05.2015
High School Diploma -
The University High School
05.2000
Skills
- Customer Services Representative
- Problem-solving
- Customer Support
- MS words
- MS Excel
- MS Outlook
- Billing
- Record-keeping
- Multitasking
- Accuracy
- Coordination
- Compliance
- Analysis
- Adaptability
- Efficiency
- Support
- Retention
- Resolution
- Follow-up
- CRM
- SAP
Timeline
Customer Services Representative
Concentrix
01.2024 - 06.2024
Customer Service Representative
Adecco
09.2023 - 01.2024
Collection Representative
FIS Global Solutions
06.2023 - 08.2023
Comcast Customer Service Representative
MCI Telecommunications
04.2023 - 06.2023
Sorter (Night shift)
UPS
06.2022 - 04.2023
Optum Specialist (work from home)
Insight Global
09.2021 - 05.2022
Operations Specialist (work from home)
TEKsystems(Bank of America)
01.2021 - 05.2021
Catering Assistant
St.Vincent Hospital and Health Care Center Inc.
08.2019 - 01.2020
Home Health Aide
Rescare Home Health Care
03.2019 - 08.2019
Customer Service Representative
Dial America
05.2002 - 08.2005
Certificate in Business -
DeVry University
Associate's degree in Healthcare Management -
Ultimate Medical Academy
High School Diploma -
The University High School
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