Summary
Overview
Work History
Education
Skills
Timeline
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LaTasha Washington

Cordova,TN

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

21
21
years of professional experience

Work History

Lead Patient Concierge

Best Upon Request
Memphis, TN
02.2023 - Current
  • Delivered extensive information regarding local landmarks, restaurant selections, available transport modes, and various leisure pursuits.
  • Responsibly handled incoming calls from guests, maintaining a high standard of efficiency and accuracy.
  • Increased the quality of patient care by delivering comfort, empathy, and resources to support patients' needs as well as those of their families and staff.
  • Enhanced collaboration between departments and patient family caregivers for effective communication during patients' stay, be it inpatient or in outpatient housing.
  • Proficient in organizing and handling data
  • Skilled in the use of Microsoft programs, Salesforce, and Epic.
  • Effectively managed and resolved customer complaints to ensure high levels of satisfaction.
  • Handled the administrative aspects of concierge service transactions, which involved filing necessary paperwork.
  • Trained new staff on customer service policies and procedures.
  • Responded promptly and courteously to customer inquiries through various channels including telephone, email, and face-to-face interactions.
  • Received training in HIPAA compliance

Customer Service Representative

Express Scripts
Memphis, TN
05.2022 - 01.2023
  • Boosted patient satisfaction by implementing innovative strategies that addressed their needs and resolved any concerns.
  • Delivered comprehensive information regarding billing, payment processing and support policies and procedures to patients.
  • Handled and resolved over 50 daily patient telephone calls promptly, reducing on-hold wait times.
  • Achieved quick resolution of patient inquiries and complaints through investigation.
  • Delivered exceptional customer service by attending to product selection, ordering process, billing matters as well as addressing returns, exchanges and technical support concerns.
  • Maintained consistent communication with customers through follow-up calls after resolving their issues.
  • Demonstrated consistent professionalism while resolving challenging customer interactions.
  • Utilized effective interdepartmental communication to determine and implement customer-driven solutions for intricate issues.
  • Consistently inputted accurate information into electronic systems after asking pertinent questions for determining service needs.

Postal Service Clerk

United States Post Office
Cordova, TN
12.2016 - 05.2022
  • Kept meticulous records of postal expenses and various expenditures.
  • Provided comprehensive information on postal procedures and policies to customers.
  • Conducted thorough inspections of outgoing mail to adhere to postal regulations.
  • Managed financial transactions by collecting payments from customers for merchandise purchased at post office retail store.
  • Ensured that customers were informed about postal rates, products, and services in a professional manner.
  • Delivered exceptional customer service by resolving package tracking queries.
  • Addressed and resolved mail delivery concerns from customers, resulting in improved satisfaction.
  • Managed and executed cash reconciliation duties for daily retail sales.
  • Maintained accurate records of all international shipments in the customs declaration database.
  • Optimized pricing accuracy by carefully weighing packages and considering variables such as type, total weight, and ultimate destination.

Receptionist

United States Air Force Reserve
Moody A F B, GA
07.2011 - 05.2013
  • Maintained a secure office environment through thorough visitor screening, log updates, and the issuance of temporary passes
  • Successfully predicted and managed the administrative demands of all company staff members, encompassing tasks like copying, faxing, and file organization.
  • Facilitated open and speedy communication by accurately relaying messages for staff and management
  • Welcomed and assisted customers with a professional demeanor, offering friendly and knowledgeable support.
  • Coordinated comprehensive travel logistics for clients, staff members, and senior executives, including arranging transportation and accommodations
  • Demonstrated skill in answering and directing incoming calls through use of a multi-line telephone system.
  • Spearheaded processing of over $20,000 in travel expenses and reimbursed amounts
  • Checked office supplies inventory, determined inventory level and anticipated needed supplies.

Security Forces Journeyman

United States Air Force
Moody A F B, GA
05.2008 - 07.2011
  • Gained practical experience through active involvement in drills focusing on enhancing response protocols for various scenarios.
  • Conducted patrols in designated areas to identify and address any unauthorized activities while ensuring compliance with safety protocols.
  • Maintained attentive surveillance of closed-circuit television systems, promptly detecting any signs of irregularity.
  • Managed and guided subordinate team members in executing their responsibilities.
  • Performed inspections on buildings, grounds, vehicles, and equipment to verify compliance with relevant laws and regulations.
  • Conducted investigations on suspicious activity/incidents, either reported by personnel or detected during patrols.
  • Engaged in cooperative endeavors with different military units to accomplish joint security operations.
  • Patrolled utilizing a range of vehicles including motorized, all-terrain vehicles, and on foot.
  • Applied extensive training in law enforcement and combat tactics to safeguard both domestic and overseas military installations.
  • Participated in investigations of security breaches and contributed to implementing corrective measures.

Customer Service Representative

AAA Texas
Irving, TX
08.2007 - 04.2008
  • Effectively and efficiently managed customer calls in a fast-paced and challenging call center environment.
  • Managed the compilation and verification of data for more than 300 memberships to facilitate seamless tracking.
  • Successfully defused challenging customer situations by maintaining composure and displaying exceptional interpersonal skills
  • Maintained a comprehensive record of customer complaints, facilitating prompt resolutions.
  • Maintained communication with customers to confirm the resolution of their concerns.
  • Provided mentorship and guidance to junior team members while effectively managing employee relationships.
  • Built strong relationships with customers through tailored assistance and support.

Health Information Management Clerk

Northwestern Medical Faculty Foundation
Chicago, IL
01.2004 - 07.2007
  • Retrieved, sorted, and filed health information documents in designated areas.
  • Ensured exceptional customer service to all parties involved, including patients, staff members and insurance company representatives.
  • Efficiently handled all incoming medical record requests.
  • Implemented a fast and accurate system for pulling and processing patient records, resulting in patients receiving necessary information within 24 hours
  • Ensured efficient organization of documents through maintenance of filing systems
  • Monitored and ensured compliance with HIPAA regulations to protect patient privacy rights.

Education

Some College (No Degree) - Health Administration

Ashford University
San Diego, CA

Skills

  • Administrative Support
  • Adept team player
  • Office management
  • Excellent interpersonal skills
  • Empathetic and customer driven
  • Proficient in time management
  • Strong problem solving skills
  • Effective communicator
  • Precise attention to detail

Timeline

Lead Patient Concierge

Best Upon Request
02.2023 - Current

Customer Service Representative

Express Scripts
05.2022 - 01.2023

Postal Service Clerk

United States Post Office
12.2016 - 05.2022

Receptionist

United States Air Force Reserve
07.2011 - 05.2013

Security Forces Journeyman

United States Air Force
05.2008 - 07.2011

Customer Service Representative

AAA Texas
08.2007 - 04.2008

Health Information Management Clerk

Northwestern Medical Faculty Foundation
01.2004 - 07.2007

Some College (No Degree) - Health Administration

Ashford University

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LaTasha Washington