Open To Work
Latavia Riggins
Orlando,FL
Work Preference
Summary
Results-oriented customer service specialist with over 20 years managing high-volume calls. Proven success in utilizing CRM software to streamline processes, reduce handling times, and improve customer loyalty. Achievements include consistently exceeding performance metrics and enhancing team collaboration for superior service delivery.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Reservation Specialist
Hilton Grand Vacations
Orlando, FL
01.2022 - Current
- Managed 70+ inbound/outbound calls daily to support reservations, upgrades, and service inquiries, ensuring 100% accuracy in booking logs, payment processing, and account adjustments.
- Navigated 7+ CRM and booking applications simultaneously to resolve customer issues, reduce handling times, and enhance customer satisfaction and retention in a high-volume call center.
- Exceeded performance in conflict resolution and escalation management; collaborated with supervisors and peers to resolve complex issues and improve service quality.
Member Service Rep
PayFlex
Orlando, FL
10.2020 - 02.2021
- Delivered compliant support for Health Savings Accounts (HSAs) by handling high-volume inbound calls and providing accurate information on balances, claims, and reimbursements.
- Coordinated with Aetna to obtain EOBs and process documentation, ensuring timely resolution of claims and maintenance of HIPAA-compliant CRM records.
- Coordinated with Aetna to obtain EOBs and process documentation, ensuring timely claims resolution while maintaining HIPAA-compliant CRM records and detailed member documentation.
Team Lead/Outbound Sales Rep
Solar Energy Specialist
Orlando, FL
07.2019 - 02.2020
- Executed high-volume outbound calls with triple dialer, generating leads and acquiring new customers for solar panel products, consistently surpassing conversion targets.
- Coordinated consultations and installations, ensuring smooth transitions from sales to service while educating customers and effectively addressing objections during sales closures.
- Facilitated team success by onboarding and mentoring new hires, sharing best practices, and enhancing outbound calling and sales conversion outcomes.
Education
College - Business Administration
Miami Dade College
Miami, FL01-2006
High School Diploma - Clerical I Certificate
South Dade Adult ED Center
Homestead, FL01-2001
Skills
- Time management
- Payment card processing
- Conflict resolution
- Customer service excellence
- Multi-tasking
- Data entry
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft Teams
- Problem-solving
- Customer engagement
- Team collaboration
Certification
- RE Sales Associate - SL35135356
- CNA License #182888
- Health Choice Network
System Concepts, Registration and Insurance, Procedure Entry, Appointment Scheduler
Timeline
Reservation Specialist
Hilton Grand Vacations
01.2022 - Current
Member Service Rep
PayFlex
10.2020 - 02.2021
Team Lead/Outbound Sales Rep
Solar Energy Specialist
07.2019 - 02.2020
College - Business Administration
Miami Dade College
High School Diploma - Clerical I Certificate
South Dade Adult ED Center