Latasha Starks
Bamberg,SC
Summary
Skilled in adaptability and Microsoft Office, I excelled at Thrive Consulting Group, significantly enhancing senior clients' experiences by seamlessly connecting them with licensed agents. Expert in call center operations, my tenure is marked by efficiently managing over 300 outbound calls daily, demonstrating exceptional problem-solving abilities, and professionalism in fast-paced remote environments. Motivated team player, experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations, while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational, and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
2
2
years of professional experience
Work History
Remote Customer Service Specialist
Thrive Consulting Group
04.2024 - 08.2024
- Communicated with clients regarding their Medicare insurance needs and options.
- Developed and implemented Medicare plans for individual customers, ensuring that all requirements were met.
- Provided customer service support to policyholders throughout the duration of their coverage period.
- Maintained accurate records of client interactions, including notes from phone calls and emails.
- Created and maintained a database to track enrollment status of applicants.
- Provided detailed explanations of Medicare benefits, services, and coverage options to customers.
- Assisted customers with completing the application process for Medicare enrollment.
- Conducted outreach activities to educate potential enrollees about available plans and programs.
- Responded to customer inquiries related to their enrollment status or other issues.
- Processed enrollments, changes, cancellations, and terminations according to established guidelines.
- Worked closely with providers, vendors, carriers, brokers. to ensure timely processing of enrollments.
Remote Medicare Triage Representative
Results CX (Blue Cross Blue Sheild)
, TN
08.2023 - 04.2024
- Assisted and educated Medicare beneficiaries by accurately addressing their inquiries on benefit details.
- Provided valuable support to customers by helping them efficiently navigate the Medicare website and locate required resources.
- Offered guidance and support to customers seeking help with their billing, collections plans or repayment options.
- Monitored adherence to established guidelines while processing enrollments for new Medicare members.
- Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
- Collaborated with various departments within the organization to resolve customer issues quickly and efficiently.
- Provided technical assistance when necessary by troubleshooting any problems with online accounts or applications.
- Developed strategies for improving customer satisfaction levels.
- Participated in team meetings to discuss best practices for responding to customer inquiries.
- Monitored changes in regulations affecting Medicare services provided.
- Identified potential fraud cases involving Medicare beneficiaries.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Updated system with order specifics and customer details, preferences, and billing information.
Remote Inbound Call Center Representative
Stanley steemer
tampa, fl
05.2022 - 08.2023
- Delivered timely and polite support through phone calls, emails, and live chat interactions with customers.
- Delivered support to customers by helping them with their product choices, placing orders, and resolving billing concerns.
- Documented customer interactions including feedback and complaints.
- Performed administrative tasks such as data entry into internal systems.
- Provided comprehensive understanding of product benefits and features to support the sales team, leading to heightened customer satisfaction.
- Ensured compliance with all applicable laws regarding consumer protection.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Contacted customers to service accounts, address issues, and propose new offerings.
- Enhanced database functionality by updating with new customer details.
- Demonstrated strong communication skills by effectively managing large numbers of incoming and outgoing calls in a fast-paced setting, resulting in the development of valuable client connections.
Education
Penn Foster High
02.2023
Skills
- Effective Problem Resolution
- Versatile Learning Ability
- Following scripts
- Call Documentation
- Call Center Operations
- Data Entry
- Microsoft Office
- Quality Assurance Controls
- Inbound Call Management
- Computer Skills
- Issue and Complaint Resolution
- Multitasking
- Professionalism
- Remote Office Availability
- Multitasking Abilities
Personal Information
Title: Customer Service Representative
Timeline
Remote Customer Service Specialist
Thrive Consulting Group
04.2024 - 08.2024
Remote Medicare Triage Representative
Results CX (Blue Cross Blue Sheild)
08.2023 - 04.2024
Remote Inbound Call Center Representative
Stanley steemer
05.2022 - 08.2023
Penn Foster High
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