Latasha Shelton
Kissimee,FL
Summary
Seeking Customer Service role with 17 years of experience in claims analysis, research, and customer service. Proven track record in managing claims inquiries and facilitating resolutions, with strong skills in data entry and critical thinking. Adept at utilizing MS Excel and communication strategies to enhance operational efficiency and client satisfaction.
Results-focused professional prepared to excel in fostering client relationships and driving engagement strategies. Possesses valuable experience in managing comprehensive campaigns that enhance customer satisfaction and loyalty. Known for collaborative approach and adaptability in dynamic environments, with strong skills in strategic communication and project management.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Provider Engagement Specialist
Senture
Louisville, KY
10.2025 - Current
- Developed and implemented engagement strategies to enhance client satisfaction and retention.
- Coordinated communication between departments to streamline project workflows and improve collaboration.
- Analyzed customer feedback to identify trends and inform service enhancements.
- Trained new team members on engagement protocols and best practices for client interaction.
Premier Consulant Collections Hybrid
AT&T
Orlando, FL
06.2024 - 09.2025
- Managed a diverse portfolio of delinquent accounts in a hybrid environment, effectively negotiating payment arrangements and settlements while maintaining high levels of customer satisfaction and adhering to AT&T's policies and regulatory requirements.
Member Development Specialist
Christian Healthcare Ministries
Melbourne, FL
10.2022 - 06.2024
- Conduct outbound and inbound calls to promote healthcare programs and assist with bill or claim inquiries.
- Educate prospects on program guidelines to foster a comprehensive understanding and build a meaningful relationship.
- Manage follow-up communications with prospects to facilitate the completion of application processes.
- Respond to inquiries regarding the MediShare program, addressing questions prompted by marketing initiatives on radio and social media platforms.
Member Engagement Specialist
OnTrak
San Antonio, CA
08.2019 - 10.2021
- Developed and supported resources, communication strategies, and training programs to enhance the outreach team's member relations capabilities.
- Managed both outbound and inbound calls to engage health plan members, fostering interest in health improvement programs.
- Contributed to member enrollment in a comprehensive 52-week health program, aiming to improve overall member health outcomes.
Outbound Business Sales Representative
Comcast
Miramar, FL
08.2018 - 08.2019
- Generated new customer acquisitions by executing outbound sales calls and responding to incoming inquiries, effectively communicating service benefits to small and mid-size businesses.
- Managed scheduling for appointments and installations utilizing CRM software, ensuring seamless service provision to both new and existing clients.
Inbound Sales Representative
AT&T
Miami, FL
12.2007 - 04.2018
- Achieved sales targets by effectively marketing products and services to customers.
- Managed administrative tasks related to sales, including contract completion and warranty processing.
- Addressed customer service inquiries, ensuring a satisfactory resolution for each issue.
Platinum Customer Service
American Express
Plantation, FL
01.2005 - 01.2007
- Provided exceptional customer service by responding to inquiries with promptness and accuracy, ensuring a simplified and effective business interaction.
- Managed balance transfers and addressed customer concerns, reinforcing the importance of customer satisfaction and loyalty.
Education
Associate of Science - Medical Billing and Coding
Ultimate Medical Academy
01-2020
Skills
- MS Excel
- MS Word
- MS PowerPoint
- Typing Speed: 59 WPM
- Written and Verbal Communication
- Critical Thinking Skills
- Data Entry
- Team Player
- Dependable
- Communication Skills
- Organizational Skills
- Customer Service
- Time-management
Certification
First Aid, Sheridan Vocational Technical
Timeline
Provider Engagement Specialist
Senture
10.2025 - Current
Premier Consulant Collections Hybrid
AT&T
06.2024 - 09.2025
Member Development Specialist
Christian Healthcare Ministries
10.2022 - 06.2024
Member Engagement Specialist
OnTrak
08.2019 - 10.2021
Outbound Business Sales Representative
Comcast
08.2018 - 08.2019
Inbound Sales Representative
AT&T
12.2007 - 04.2018
Platinum Customer Service
American Express
01.2005 - 01.2007
Associate of Science - Medical Billing and Coding
Ultimate Medical Academy