Lateeya L Grissom
Plainfield,IL
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
9
9
years of professional experience
Work History
Processor
United HealthCare
04.2023 - 08.2025
- Upheld strict confidentiality standards for sensitive and proprietary information.
- Completed basic account updates to maintain current customer information.
- Approached and solved problems with initiative and sound judgment.
- Enhanced work performance through cooperation with processing team and external personnel.
- Identified account discrepancies and issues inhibiting claim payments.
- Worked with internal staff and vendors to resolve difficult or sensitive insurance problems and related documentation.
Customer Service Advocate
Verizon
02.2018 - 04.2023
- Research complex issues regarding equipment claims, order entry errors and billing inquiries.
- Met Individual and team KPIs set by management.
- Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.
- Manipulated and analyzed large or complex data sets using relevant techniques.
- Improved and maintained 80% accuracy for all call drivers and oversaw monthly reporting.
- Collaborated with internal departments to find resolutions and conduct further research on customer account.
Customer Service Representative
Xfinity
05.2016 - 02.2018
- Managed customer calls efficiently in fast-paced call center environment.
- Spearheaded weekly status meetings to communicate company updates and revenue growth.
- Received inbound calls supporting tech, billing and service departments resolving technical and account issues.
- Reviewed billing data to verify accuracy and resolve discrepancies.
- Researched discrepancies and applied analytical approach to tracing and resolving billing challenges.
Education
High School Diploma -
Glenbard West
Glen Ellyn, IL05-2014
Skills
- Inbound call management
- Data Entry
- Trend Analysis
- Strong Multi-Tasking
- Critical Thinking
- Task prioritization
- Complex problem-solving
- Compliance Monitoring
- Process Evaluation
Timeline
Processor
United HealthCare
04.2023 - 08.2025
Customer Service Advocate
Verizon
02.2018 - 04.2023
Customer Service Representative
Xfinity
05.2016 - 02.2018
High School Diploma -
Glenbard West