LATAVIA CROSBY
Monroe,LA
Summary
Hey, I'm who you are looking for! I'm a highly-motivated employee with desire to take on new challenges, with strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively and quickly mastering new skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
QA Analysts
BofA Americas
New York
11.2023 - 04.2024
- Structured Query Language, or SQL, which is the standard language used to communicate with databases
- Possessed excellent analytical skills to identify potential risks and vulnerabilities in software applications
- Meticulously reviewed software requirements, test plans, and test cases to ensure that all aspects of the application are thoroughly evaluated
- Identifying even the smallest deviations from expected behavior can prevent major issues
- Possessed strong problem-solving abilities to identify the root causes of issues, propose potential solutions, and work with the development team to implement necessary fixes
- Familiarity with test automation frameworks and tools
- Adapted to new methodologies, tools, and frameworks and continuously enhanced skills through self-learning and professional development opportunities
- Documented testing processes, findings, and recommendations accurately and comprehensively.
CSR
Teleperformance USAA
Shreveport, LA
10.2021 - 08.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Assisted customers with making payments or establishing payment plans to bring accounts current
- De-escalated problematic customer concerns and maintained calm and friendly demeanor
- Provided outstanding service to new and longstanding customers by attending closely to concerns and developing solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Consulted with customers to resolve service and billing issues
- Escalated customer concerns and issues and requirements to supervisors for immediate rectification
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Set up and activated customer accounts
- Mentored new employees on procedures and policies to maximize team performance
- Improved customer service wait times to mitigate complaints
- Led team engagement to assist cross-functional departments and achieve goals
- Answered inbound calls, chats, and emails to facilitate customer service.
CSR
CareFirst BCBS
Monroe, LA
06.2022 - 02.2023
- Assisted customers with product selection based on their needs and preferences.
- Maintained records of customer interactions, transactions, comments and complaints.
- Maintained up-to-date knowledge of company products and services.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Participated in team meetings or training sessions when necessary.
- Provided technical support to customers regarding product use and application.
- Organized sales presentations, seminars, and workshops for medical professionals in order to promote product awareness.
- Maintained records of sales activities such as appointments made, calls placed, samples distributed.
Caregiver
Teresa Neal
Monroe, LA
02.2019 - 10.2021
- Administered prescribed medications on a timely basis following care plan instructions.
- Monitored vital signs, including blood pressure, temperature and pulse rate.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Assisted clients with daily living activities such as bathing, dressing, and grooming.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Provided emotional support to clients during difficult times.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Followed safe lifting and transferring techniques to transport residents.
- Improved patient outlook and daily living through compassionate care.
- Followed care plan and directions to administer medications.
- Built strong and trusting rapport with clients and loved ones.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
- Drove clients to doctors' appointments and social outings.
- Recorded client status progress and challenges in logbooks and reports.
Education
Some College (No Degree) -
Grambling State University
Grambling, LASkills
- Structured Query Language (SQL)
- Analytical skills
- Software testing
- Problem-solving abilities
- Test automation frameworks and tools
- Adaptability
- Documentation
- Database Maintenance
- Typing Proficiency
- Data Entry
- Microsoft Excel
- High-Energy Attitude
- Credit Card Payment Processing
- Quality Assurance
- Performance Evaluations
- Positive and Constructive Feedback
- Customer Service
- Communication skills
- Conflict resolution
- Call center operations
- Account management
- Business Administration
- Care Plan Adherence
- Basic Housekeeping
- Progress Documentation
- HIPAA Compliance
- Patient Companionship
- Meal Preparation
- Compassionate client care
- Medication and Appointment Reminders
- Care plan assessment
- Elderly Care
- Direct Patient Care
- Medical Records Management
- Heavy Lifting
- Special Needs Care
- Compassionate Care
- Records Maintenance
Certification
Customer Service and Support Specialist
Accomplishments
- Provided outstanding service to new and long-standing customers by attending closely
- Consistently maintained high customer satisfaction ratings
- Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks
- Customer Service - Researched, calmed, and rapidly resolved client conflicts to prevent loss of key accounts
- Database Maintenance - Assisted in the managing of the company database and verified, edited, and modified members' information
Languages
English
References
References available upon request.
Timeline
QA Analysts
BofA Americas
11.2023 - 04.2024
CSR
CareFirst BCBS
06.2022 - 02.2023
CSR
Teleperformance USAA
10.2021 - 08.2023
Caregiver
Teresa Neal
02.2019 - 10.2021
Some College (No Degree) -
Grambling State University
Customer Service and Support Specialist
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