LaTavia Robinson
Houston,TX
Summary
With previous experience in the customer service industry, I feel that I would be a great asset to your company while broadening my skills and experience with the possibility of advancement.
Amiable Customer Experience Agent with 5 years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.
Overview
7
7
years of professional experience
Work History
Customer Experience Specialist
PFS Group
Houston , TX
10.2022 - Current
- Engaged with customers via phone, email, or chat for responding to their inquiries.
- Reviewed and verified patient accounts, insurance information, and billing documents to ensure accuracy of data entry.
- Validated accuracy of invoices and other accounting documents for payment processing.
- Researched and resolved discrepancies in account balances.
- Processed payments from patients and third-party payers in a timely manner.
- Generated patient statements on a monthly basis.
- Maintained records of all financial transactions related to accounts receivable.
- Assisted with collection efforts by contacting delinquent customers via phone or mail.
- Answered customer inquiries regarding their account status or payment history.
- Updated the accounts receivable database with current customer information as needed.
Direct Care Staff
Alamo Consumer Direct Services
Houston, TX
04.2017 - Current
- Provide services and supports to children with Autism, Down Syndrome, ADHD and IDD
- Provided personal care to clients, such as bathing, dressing and grooming.
- Assisted with medication administration and documentation of treatments.
- Monitored vital signs including blood pressure, temperature and pulse rate.
- Supervised activities of daily living for clients.
- Performed housekeeping tasks, such as changing linens and cleaning rooms.
- Provided emotional support and encouragement to clients during difficult times.
- Participated in training programs as required by state licensing regulations.
Debt Recovery Specialist
Spruce Power
Houston, TX
12.2020 - 04.2022
- Analyzed financial accounts to determine the best course of action for debt collection.
- Researched and verified customer information to ensure accurate contact details.
- Conducted outbound calls, emails, and letters to customers with overdue payments.
- Negotiated payment plans with customers in order to collect delinquent debts.
- Performed skip tracing techniques to locate missing or hard-to-find customers.
- Responded promptly and accurately to customer inquiries regarding their accounts status or payment arrangements.
- Adhered strictly to all applicable laws, regulations, and company policies while collecting outstanding debts.
Call Center Representative
Sunrise Call Center
Remote
01.2018 - 02.2019
- Provide services and support to customers answering incoming calls daily assisting customers with their tax returns
- Also provide services and support to customers answering inbound calls daily assisting customers with their TXU Energy accounts.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Call Center Representative
Alorica
Humble, TX
12.2016 - 12.2017
- Provide services and support to customers answering inbound calls daily, assisting with previous orders as well as processing new orders for Advance Auto Parts
- Assist Pharmacist, Pharmacy Technicians and doctors' offices with processing patients' medication in the CVS department.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Education
High School Diploma -
Cypress Springs High School
Skills
- Call Management
- Inbound and Outbound Calling
- Account updating
- Complaint resolution
- Data Entry
- Active Listening
- Clerical Support
- Microsoft Outlook
- Documentation
- Typing 43 WPM
Awards
Consistently received positive feedback from customers, resulting in repeat business and increased revenue for the company.
Timeline
Customer Experience Specialist
PFS Group
10.2022 - Current
Debt Recovery Specialist
Spruce Power
12.2020 - 04.2022
Call Center Representative
Sunrise Call Center
01.2018 - 02.2019
Direct Care Staff
Alamo Consumer Direct Services
04.2017 - Current
Call Center Representative
Alorica
12.2016 - 12.2017
High School Diploma -
Cypress Springs High School