Latasha Wallace
Hartford City,CT
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
10
10
years of professional experience
Work History
Customer Service Rep
Automatic Health System
Marlborough, MA
06.2022 - Current
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Axion Contact
Blue Bell, PA
06.2022 - 06.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Rep
Aston Carter/Anthem Blue Cross bule Shield
Farmington, CT
12.2021 - 04.2022
- Made outbound calls to obtain account information.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Improved customer service wait times to mitigate complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Tax Preparer
Tax Preparer ATAX Services
Hartford, CT
01.2015 - 01.2021
- Responded to state and federal tax notices by preparing written responses or tax return amendments.
- Communicated with federal and state tax agencies to obtain best resolution for clients.
- Produced US and state income, gift tax and estate tax returns for individuals.
- Represented clients under audit before IRS to prove compliance with federal tax laws.
- Consulted tax law handbooks or bulletins to determine procedures for preparation of atypical returns.
- Calculated form preparation fees according to return complexity and processing time required.
- Probed tax situations from different angles to apply maximum tax benefits or resolve tax debts.
- Supplied detailed tax documentation needed to submit accurate corporate and individual returns.
- Finalized and processed paperwork with local, state and federal government authorities.
- Computed taxes owed or overpaid for clients.
- Used appropriate adjustments, deductions and credits to keep clients' taxes to minimum.
Education
Medical Billing And Coding
CareerStep
Lehi, UT02.2024
High School Diploma -
Hartford Public High School
Hartford, CT06.1996
Skills
- Customer Service
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- High-Energy Attitude
- Verbal and Written Communication
- 35-40 wpm Typing Speed
Timeline
Customer Service Rep
Automatic Health System
06.2022 - Current
Customer Service Representative
Axion Contact
06.2022 - 06.2023
Customer Service Rep
Aston Carter/Anthem Blue Cross bule Shield
12.2021 - 04.2022
Tax Preparer
Tax Preparer ATAX Services
01.2015 - 01.2021
Medical Billing And Coding
CareerStep
High School Diploma -
Hartford Public High School
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