Lateasha Jackson
Durham
Summary
Dynamic customer service professional with extensive experience at Spectrum Cable Services, adept at resolving conflicts and enhancing customer satisfaction. Skilled in active listening and data entry, I consistently foster loyalty through empathetic communication and efficient problem-solving, contributing to improved service metrics and team performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Spectrum Cable Services
01.2015 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Patient Service Representative
Lincoln Healthcare Clinic
01.2013 - 04.2021
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Software to schedule appointments.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Balanced deposits and credit card payments each day.
- Took copayments and compiled daily financial records.
Education
Master Of Criminal Justice - Criminal Justice
Strayer University
Raleigh, NCHigh School Diploma -
Southern High School
Durham, NC06.2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Scheduling
- Follow-up skills
- Call management
- Paperwork processing
- Documentation
- Administrative support
- Route management
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- MCAS - Microsoft Certified Application Specialist
Languages
English
Full Professional
Timeline
Customer Service Representative
Spectrum Cable Services
01.2015 - Current
Patient Service Representative
Lincoln Healthcare Clinic
01.2013 - 04.2021
Master Of Criminal Justice - Criminal Justice
Strayer University
High School Diploma -
Southern High School
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