Latasha Shelton
Kissimmee,FL
Summary
Customer service professional with extensive experience in claims analysis and resolution management. Proven expertise in developing engagement strategies that enhance client satisfaction and retention. Strong communicator adept at utilizing CRM tools and data analytics to drive operational efficiency and foster meaningful client relationships.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Licensed Inside Sales Representative
Geico
Lakeland, Florida
08.2026 - Current
- Engaged customers to identify insurance needs and recommend suitable policies.
- Collaborated with team members to streamline sales processes and improve efficiency.
- Managed inbound and outbound calls to provide exceptional customer service.
- Utilized CRM software to track customer interactions and update account information.
Retail Sales Associate
Safelite Auto Glass
Orlando, Florida
04.2026 - Current
- Assisted customers in selecting auto glass products and services.
- Processed customer transactions using point-of-sale systems.
- Maintained a clean and organized sales floor environment.
- Provided product information to enhance customer decision-making.
Provider Engagement Specialist
Senture
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.
- Successfully retained high-value clients by implementing targeted action plans focused on re-engagement efforts tailored specifically to their needs.
Premier Consultant Collections Hybrid
AT&T
06.2024 - 09.2025
- Administered management of delinquent accounts, skillfully negotiating settlements while upholding high standards of customer satisfaction and adherence to AT&T's policies.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Analyzed market trends and customer needs to inform product development strategies.
Member Development Specialist
Christian Healthcare Ministries
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
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
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.
- Developed and maintained strong customer relationships to drive sales growth and retention.
Inbound Sales Representative
AT&T
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.
- Identified customer needs and provided tailored solutions to enhance satisfaction and retention.
- Cultivated strong customer relationships through effective communication and active listening techniques.
Platinum Customer Service
American Express
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.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Education
Associate of Science - Medical Billing and Coding
Ultimate Medical Academy
Tampa, FLBachelor of Science - Psychology
Southern New Hampshire University
Hooksett, NHSkills
- Decision-making
- Sales analytics
- Customer relationship management
- CRM software utilization
- Effective communication
- Problem solving
- Team collaboration
- Active listening
Certification
- First Aid, Sheridan Vocational Technical
- Florida Producers License 20-44
Timeline
Licensed Inside Sales Representative
Geico
08.2026 - Current
Retail Sales Associate
Safelite Auto Glass
04.2026 - Current
Provider Engagement Specialist
Senture
10.2025 - Current
Premier Consultant 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
Bachelor of Science - Psychology
Southern New Hampshire University