Latasha Sharif
Grand Rapids
Summary
Customer service professional offering 20 years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity.
Dynamic retention call center representative with a proven track record of building rapport and handling complaints effectively. Skilled in conflict management and communication, ensuring customer satisfaction and loyalty.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Retention Call Center Rep
Charter Communications
Walker
01.2014 - Current
- Built rapport with customers through effective and precise communication.
- Build rapport and trust quickly with clients and colleagues.
- Trained in and maintained excellent interpersonal and communication skills that complement proven creative problem solving capabilities.
- Processed orders, maintained customer relations, handled complaints and adjustments for entire region.
- Proven ability to handle large volume calls in a professional and courteous manner.
- Successfully pacified hostile or antagonistic callers and negotiated a mutually agreeable solution by patiently providing alternatives to reconcile the customer's needs with the company's objectives.
Call Center Rep
Teleperformance / AT&T
Cascade
01.2013 - 01.2014
- Built rapport with customers through effective and precise communication.
- Communicated information clearly and accurately.
- Researched accounts, answered questions, and worked with new customers.
- Assessed client needs and recommended appropriate products or modifications.
- Trained in and maintained excellent interpersonal and communication skills that complement proven creative problem solving capabilities.
- Responded to inbound service calls in a fast-paced, high-volume call center.
- Proven ability to handle large volume calls in a professional and courteous manner.
Call Center Rep
Teleperformance / United Health Care
Cascade
01.2013 - 01.2014
- Processed and adjudicated medical claims according to health plan policies.
- Reviewed claims for completeness, accuracy, and correct coding.
- Communicated information clearly and accurately.
- Assisted members with questions regarding their membership.
- Assisted customers with inquiries and provided all pertinent information.
- Maintained positive company image during difficult situations.
- Involved in all aspects of customer service including solving problems, establishing and accessing customer accounts, and performing credit evaluations.
Para- Pro/ Teacher's Assistant
Grand Rapids Public Schools
Grand Rapids
01.1998 - 01.2006
- Create a classroom environment that is conducive to learning and appropriate to the maturity and interests of the students.
- Encouraging students to set and maintain standards of classroom behavior.
- Assessing the accomplishment of students on a regular basis and providing progress reports as required.
- Taking precautions to protect students, equipment, materials and facilities.
- Supervising extracurricular activities as assigned.
- Assisted teachers in preparing instructional materials and classroom activities.
- Supported students with special needs in daily learning tasks.
- Collaborated with teachers to develop lesson plans and learning objectives.
Claims Representative
Ranstad
Caledonia
01.2002 - 01.2004
- Processed insurance claims for Farmers and AAA insurance.
Education
Cultural anthropology minor - Sociology
Grand Rapids community college
Grand RapidsHigh school diploma or GED -
Skills
- Customer Service
- Patient care
- Home health
- Databases
- Front desk
- Phone etiquette
- Public health
- Cash register
- Cleanroom
- Retention
- Basic math
- Dental office experience
- Manufacturing
- Data analytics
- Data entry
- Market analysis
- Applied behavior analysis
- Conflict management
- Typing
- Office experience
- Writing skills
- Crisis intervention
- Billing
- Organizational skills
- Computer literacy
- Computer operation
- Communication skills
- Patient service
- Patient assessment
- Data collection
- Productivity software
- Phone communication
- Sales
- Analysis skills
- Microsoft Excel
- Medical documentation
- Retail sales
- Working with people with developmental disabilities
- Patient interaction
- Time management
- Customer complaint resolution
- Budgeting
- Inside sales
- Order entry
- Working with people with autism
Certification
- Driver's License
- CPR Certification
- First Aid Certification
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Retention Call Center Rep
Charter Communications
01.2014 - Current
Call Center Rep
Teleperformance / AT&T
01.2013 - 01.2014
Call Center Rep
Teleperformance / United Health Care
01.2013 - 01.2014
Claims Representative
Ranstad
01.2002 - 01.2004
Para- Pro/ Teacher's Assistant
Grand Rapids Public Schools
01.1998 - 01.2006
Cultural anthropology minor - Sociology
Grand Rapids community college