LaTayvia Godfrey
Saint Petersburg,Fl
Summary
17+ Years of Client/Customer Service Experience
13+ Years of Administrative, Clerical Work, Virtual Communications, Virtual Work
12+ Years of Health Care/Health Insurance Administration Medicare/Medicaid experience
11+ Years Project Analyst/Project Management/ Analyst Experience
8+ Years of Property/Apartment Management/Leasing Consultant
8+ Years of Property/Apartment Management/Leasing Consultant
8+ Years of Salesforce Administration – Salesforce Project Management
7+Years of Credit Card Collections/Sales experience
6+Years of Recruitment/Recruiter Assistance Experience
Overview
17
17
years of professional experience
Work History
PEO Health & Benefits Specialist II
Paychex Business Solutions, PEO
St. Petersburg, FL
05.2015 - 03.2022
- Proactively ensured ongoing client satisfaction and high client retention
- Responded to client phone calls/emails/IMs in timely manner and resolved client questions and issues, including payroll, 401k, HSA and tax-related matters, "How-To" product inquires, system issues, and first-level support of client input and/or output transmission issues in order to provide professional and personalized customer service
- Checked employees' benefits enrollment for accuracy and inputted all data into SalesForce.
- Maintained knowledge of changes in Major Market systems and software trends in PC industry, and changes in wage and tax laws to provide informed guidance clients.
- Established and maintained positive working relationship with clients, agencies, and coworkers to promote Paychex' quality service image
- Participated in conducting in-house client training sessions in order to enhance client relationships and to broaden employee knowledge and skill set.
- Assisted with development of improved seminars and training materials.
- Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs.
- Identified process improvements in day-to-day functioning of department.
- Provided expertise for clinical support and services.
- Partnered with agencies and organizations driving improvements in community health.
- Managed applications, demographics and participant information of health education programs.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Property Apartment Manager – Rental/Leasing Consultant
St. Anthony’s Apartments
St. Petersburg, FL
02.2014 - 01.2020
- Presented properties and provided amenities in positive light to prospective tenants
- Acted as landlord for property owners and helped them navigate property market
- Advertised available properties using variety of media and promoting materials
- Determined needs, living standards and economic viability of prospect customers
- Confirmed rental application data and personal references
- Stayed knowledgeable of property market status
- Provided information on all aspects of properties including (expansion, zoning, crime etc)
- Negotiated leasing terms and conditions in order to close deals
- Collected rent payments monthly/biweekly/weekly, making monthly/biweekly/weekly, bank deposits, keeping track of due/past due and/or late fees
- Communicated with property owner periodically, keeping them informed of tenant rent/stay statuses and day to day inquires
- Cleaned/Sanitized Units periodically, as needed when unit is vacant
- Coordinated/Maintained Work Orders for contractors to add, fix/repair facilities as needed, including maintenance inside and outside of property
- Facilitated convenient methods for tenants to make payments and/or payment arrangement
- Helped clients find leases to suit needs such as handicapped access, pet-friendly locations and one-story configurations.
- Verified tenant incomes and other information before accepting lease applications.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
PEO Benefits Specialist I
Paychex Inc
St. Petersburg, FL
09.2013 - 05.2015
- Provided excellent customer service to clients, employees, and field partners via calls, emails, and faxes
- Contacted current clients/ employees via outbound call/ email campaign as needed
- Processed enrollments for PEO product offerings for clients to ensure timely processing
- Researched and resolved moderately complex product and service issues from field, clients and their employees to maintain accurate and timely responses
- Provided guidance to clients and their employees regarding product offerings, including setup and use of Health & Benefits online to ensure optimal client retention
- Established and maintained positive working relationship with clients, agencies, and coworkers to promote Paychex' quality service image.
- Directed and controlled 401K, medical, dental and vision benefit packages.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
- Gathered information about each position and related occupation with employee interviews, field observations and industry research.
- Checked employees' benefits enrollment for accuracy and inputted all data into SalesForce.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Updated benefit cost summaries for employer cost tracking.
Claims Specialist
Universal Health Care
Saint Petersburg, FL
08.2011 - 04.2013
- Monitored all incoming correspondence and sorted it as required
- Analyzed claim rejections and denials and drafted appeals on behalf of members.
- Managed medical claims and processed all contracts within time frame set by management
- Administered patient grants and provided required assistance
- Coordinated payer requests and processed all claims
- Implemented improvements in manual and electronic billing procedures.
- Reported policy changes and company conditions affecting customer satisfaction.
- Addressed average of 200 customer inquiries and complaints each week.
- Conducted full claim investigations and reported updates and legal actions.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
Member Services Rep
Universal Health Care
St. Petersburg, FL
08.2011 - 04.2013
- Handled over 60 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Acted as single point of contact for assigned Universal Health Care members, in order to facilitate and/or expedite interactions within company
- Initiated customer contact to ensure satisfaction with services that were provided
- Thoroughly researched assigned account issues and toke appropriate action to resolve and meet turnaround time requirements and quality standards
- Developed tickets requiring additional information in order to make final determination of disposition
- Assisted management with special projects, as needed and other duties as assigned
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
HR Recruiter Assistant
Universal Health Care
St. Petersburg, FL
06.2012 - 04.2013
- Contacted potential candidates, scheduling interviews, following up during recruitment process, and updated employee records
- Performed background checks and verified candidate's qualifications and experience
- Assisted HR Manager during recruitment processes
- Maintained and organized electronic files for applicants and tracked feedback created throughout interview process.
- Presented excellent first impression of company at interview and recruiting events.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Created and wrote job postings for vacant positions on websites.
- Facilitated new employee orientations to foster positive team attitude.
- Handled very high volumes of calls per day to address current open positions with perspective candidates
Client Retention Specialist
Universal Health Care
St. Petersburg, FL
08.2011 - 04.2013
- Answered High Volume of Supervisor Escalated calls in call center atmosphere
- Completed Outbound Verification Calls for new Enrollees to ensure satisfaction
- Followed book of business through their first 100 days with Universal Healthcare
- Knowledge of HIPPA guidelines as it pertains to inbound and outbound calls
- Assisted in training new team members through peer partner process
- Participated in Focus Groups, Call Script Development, Survey Data Entry and other member retention initiatives as needed, including other OB campaigns
- Engaged with customers to determine needs and present appropriate resolutions.
- Documented details surrounding conversations, complaints, comments and actions taken to assist CRM.
- Worked collaboratively with customer service, sales and development teams to resolve complaints and drive experience management.
- Delivered prompt service to prioritize customer needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and provided back up for customer service managers.
Fraud Investigator Associate
Fidelity Information Services F.I.S
St. Petersburg, FL
04.2011 - 07.2012
- Prepared spreadsheet analysis for use in profiling or identifying fraud trends
- Data mining using various applications including Brio, Excel and Pathways
- Profiled, patterns and located fraudulent check issues on accounts
- Performed special project or requests
- Met department set goals for accuracy and productivity communication
- Shared identified fraud trends and tools with peers and other risk departments
- Handled 60 calls per day to address customer inquiries and concerns
- Exceeded goals through effective task prioritization and great work ethic
- Used Microsoft Word and other software tools to create documents and other communications
Concurrent Review Technician
Universal Health Care
St. Petersburg, FL
11.2011 - 05.2012
- Data entry of pre-service request and new in-patient hospital notifications
- Data entry of clinical information
- Performed and documented hospital discharge calls
- Notified providers of approved authorizations requests
- Work diligently with Utilization Management Department to insure proper medical records were received on file from physicians prior to procedures
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
Client Service Representative/ Team Lead HSA
Ceridian Benefits Services
St. Petersburg, FL
06.2009 - 05.2010
- Assisted inbound/outbound calls to account holders about Cobra Insurance
- Assisted account holders with issues about their cobra accounts; billing questions, payments, account activity, insurance coverage, insurance carriers, and cobra regulations
- Created cases for further setup follow up call with either consumer, insurance carrier, provider, or Department of Labor
- Daily usage of support systems including Microsoft Word Excel, Microsoft
- Email, Internet Explorer, Forms Data Processing
- Answered high volumes of calls daily
- Contacted clients to verify account information and maintain accuracy, increasing customer satisfaction
Collections Specialist
Van Ru Credit Corp
St. Petersburg, FL
11.2007 - 03.2009
- Made outbound calls, answered inbound calls daily in attempt to collect on debt from card holders who had past due outstanding balances
- Made payment arrangements with these individuals in forms of debit/credit, checks, money orders, or western union.
- Achieved monthly goals of $300.00 through effective use of promise to pay program initiatives.
Customer Service Representative
Sweet Bay Supermarket
St. Petersburg, FL
08.2003 - 12.2007
- Assisted customers with needs, to make sure it was pleasant shopping experience
- Counted cashier’s draw, did bookkeeping to keep up with stores money that was coming in and out of store.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Welcomed, greeted and assisted guests in high-traffic store, generating more consistent business
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating
Education
Associate of Arts - Business Administration And Management
Saint Petersburg College
St. Petersburg, FLHigh School Diploma -
Saint Petersburg High School
St. Petersburg, FL05.2006
Skills
- Excellent written and verbal communication skills Ability to learn, adapt very well to new things and constant changes Claims Authorizations, Enrollment, Knowledge in HealthCare setting
- Training in Credit/Debit Card Transactions, Collections, Fraud Detection, Fraud Investigation, Payroll Processing, HIPPA regulations, IRS-Section 125 Plans
- PEO (Professional Employer Organization) Human Resources Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft
- Power Point, Forms Data Processing, Marx, MedHok, Emdeon, IEX, SalesForce
- Insurance industry experience
- Understanding of medical terms
- Insurance coverage verification
- Prior authorization processing
- Excellent administrative abilities
- Account management
- Data integrity
- Problem-Solving
Timeline
PEO Health & Benefits Specialist II
Paychex Business Solutions, PEO
05.2015 - 03.2022
Property Apartment Manager – Rental/Leasing Consultant
St. Anthony’s Apartments
02.2014 - 01.2020
PEO Benefits Specialist I
Paychex Inc
09.2013 - 05.2015
HR Recruiter Assistant
Universal Health Care
06.2012 - 04.2013
Concurrent Review Technician
Universal Health Care
11.2011 - 05.2012
Claims Specialist
Universal Health Care
08.2011 - 04.2013
Member Services Rep
Universal Health Care
08.2011 - 04.2013
Client Retention Specialist
Universal Health Care
08.2011 - 04.2013
Fraud Investigator Associate
Fidelity Information Services F.I.S
04.2011 - 07.2012
Client Service Representative/ Team Lead HSA
Ceridian Benefits Services
06.2009 - 05.2010
Collections Specialist
Van Ru Credit Corp
11.2007 - 03.2009
Customer Service Representative
Sweet Bay Supermarket
08.2003 - 12.2007
Associate of Arts - Business Administration And Management
Saint Petersburg College
High School Diploma -
Saint Petersburg High School
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