LaTasia Watts
Hopkinsville,KY
Summary
Customer support specialist with a track record of delivering exceptional service and resolving inquiries. Proficient in communication, problem-solving, and fostering positive customer relationships. Adept at improving satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
10
10
years of professional experience
Work History
Provider Services Representative
Sutherland Global
Clifton, NJ
02.2024 - Current
- Demonstrated extensive knowledge of insurance policies and procedures while assisting clients with their inquiries.
- Managed and updated company's database system with detailed records of client interactions.
- Handled incoming client calls and directed them to appropriate staff for further assistance.
- Provided guidance to new providers on utilizing our systems, processes and policies resulting in strengthened relationships.
- Interacted with customers and providers while adhering to relevant laws, regulations and standards.
- Verified accuracy of submitted documentation for claim or service processing.
- Attended required training sessions to stay up-to-date on industry trends and best practices for Provider Services Representative responsibilities.
- Enhanced customer satisfaction by providing knowledgeable and friendly service to effectively resolve issues.
- Communicated with customers to comprehend requirements, provide solutions and respond to queries.
- Maintained accurate records of customer interactions and transactions, documenting all inquiries with meticulous attention to detail.
Business Analyst
TEKsystems
Louisville, KY
03.2023 - 12.2023
- Ensuring timely and accurate completion of renewal procedures for Medicaid beneficiaries in remote role.
- Utilized Excel sheets and multiple systems to facilitate efficient completion of daily tasks.
- Timely response to emails was prioritized.
- Received multiple positive acknowledgements for exemplary job performance.
- Conducted routine reviews and analyses of operational processes through metrics and reports.
- Conducted thorough reviews of policies and procedures to ensure compliance with industry standards.
Customer Service Associate
Concentrix
Hopkinsville
07.2019 - 02.2023
- Ensured positive outcomes for Medicare beneficiaries through support in obtaining prescribed medication via mail order
- Performed benefit consultations for Eyemed clientele in order to interpret coverage policies.
- Welcomed clients and assessed their requirements.
- Maintained accuracy and efficiency in processing customer orders.
- Responded promptly to customer inquiries
- Displayed proficiency in active listening by effectively addressing customer queries and grievances.
Cashier
Goodwill Industries
Hopkinsville
04.2017 - 03.2019
- Collected customer payments for purchased items through various modes including cash, debit and credit cards
- Providing excellent customer service with every interaction.
- Greeted customers and answered any questions they had about the store's products and services.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Balanced daily transactions on a computerized point-of-sale system.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
Customer Service Representative
TelTech
Hopkinsville
11.2014 - 01.2017
- During the course of working at TelTech I've worked with 3 clients; Weight watchers, USAA & United healthcare
- For weight watchers I was a chat supervisor where I was the first point of contact to assist our agents with any road blocks they may experience
- For USAA my responsibilities was to help members with anything dealing with their debit card
- From increasing a daily limit, go over transactions, make transfers & even order or close cards
- For the client United healthcare my responsibilities were to enroll members who qualified for prescription drug plans in to them
Education
High School Diploma -
North Hardin Christian School
Radcliff, KY05.2008
Skills
- PowerPoint Proficiency
- Excel Proficiency
- Clear Written Communication
- Skilled in Word Processing Applications
- Effective Time Management
- Fluent in English Language
- Business Requirements Analysis
- Customer Engagement
- Effective Organizational Skills
- Data Entry
- Provider Relations
- HIPAA Compliance
- Insurance Verification
- Salesforce CRM
- Policy Interpretation
- Order Processing
- Quality Control
- De-Escalation Techniques
- Call Documentation
- Customer Service
- Problem-solving abilities
- Customer Data Confidentiality
- Teamwork skills
- Customer Relations
- Self Motivation
- Adaptability
- Account updating
- Policy Adherence
- Relationship Building
- Account Updates
- Decision-Making
- Transaction Processing
- Call Metrics
- Reliability
- Information Gathering
- Service Upselling
- Stress Tolerance
- Written Communication
Personal Information
Date of Birth: 12/02/1989
Affiliations
- Catering
- Clothing Designer
- Music writer
Timeline
Provider Services Representative
Sutherland Global
02.2024 - Current
Business Analyst
TEKsystems
03.2023 - 12.2023
Customer Service Associate
Concentrix
07.2019 - 02.2023
Cashier
Goodwill Industries
04.2017 - 03.2019
Customer Service Representative
TelTech
11.2014 - 01.2017
High School Diploma -
North Hardin Christian School
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