Lateria Thornton
Montgomery,AL
Summary
Accomplished professional with a robust background in administration and education, notably at Quality Tax Professional and Accounting. Excelled in customer service, enhancing patient satisfaction at Jackson Hospital by adeptly managing sensitive information. Proven expertise in data entry and active listening, significantly reducing errors and improving client support. Demonstrated ability to foster academic growth and resolve complex issues, ensuring high levels of customer and student engagement.
Overview
8
8
years of professional experience
Work History
Administration Clerk
Quality Tax Professional and Accounting
2017.12 - Current
- Handled incoming phone calls and answered questions from callers.
- Interacted with customers by phone, email, or in-person to provide information.
- Established and maintained standard office procedures to achieve demanding targets.
- Reduced errors in data entry tasks through diligent attention to detail and thorough verification procedures.
- Scheduled appointments and managed calendars for staff members.
- Provided clerical support, addressing routine, and special requirements.
Middle School Teacher
Lighthouse Christian Academy
2022.08 - 2024.05
- Provided one-on-one attention to students, while maintaining overall focus on entire group.
- Kept classroom organized, clean and safe for students and visitors.
- Completed in-service and additional training to maintain professional growth.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Utilized various technology platforms to enhance virtual learning experiences during remote instruction periods, ensuring continued academic progress despite challenging circumstances.
- Assessed student progress regularly, providing constructive feedback and targeted interventions to improve academic performance.
Customer Service Sales Representative
Sprint
2018.02 - 2022.12
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
Healthcare Customer Service Representative
Jackson Hospital and Clinic
2017.01 - 2022.12
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Education
High School Diploma -
George Washington Carver High School
2001 Fairview Avenue Montgomery, AL. 05.2008
Skills
- Data entry proficiency
- Paperwork and documentation
- Data Entry
- Telephone reception
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Lesson Planning
- Teaching strategies
- Classroom Management
- Student Engagement
- Parent-Teacher Communication
- Patient Care
- Client Support
Timeline
Middle School Teacher
Lighthouse Christian Academy
2022.08 - 2024.05
Customer Service Sales Representative
Sprint
2018.02 - 2022.12
Administration Clerk
Quality Tax Professional and Accounting
2017.12 - Current
Healthcare Customer Service Representative
Jackson Hospital and Clinic
2017.01 - 2022.12
High School Diploma -
George Washington Carver High School
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