Latesha Phillips
Brandon,Florida
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
15
15
years of professional experience
Work History
Appointment Scheduler
MPF FEDERAL
04.2023 - 03.2024
- Respond to incoming calls from Veteran or Providers.
- Primary role is to schedule medical related appointments for our Veterans
- Placed outbound calls to Veterans/Providers to obtain information regarding referral
- Asked appropriate questions and listen actively while documenting required information in computer systems
- Ongoing quality improvement for Veteran and Provider interactions
- Providing Excellent Customer Care to our Veterans and Providers
Bpo Customer Care Associate
FIDELITY AND GUARANTY
01.2022 - 03.2023
- Taking up to 75-100 inbound callers
- Assisting with annuity policies (address changes, changes to policies, payment, and ect)
- Assisting with death claims
- Providing front-line phone customer service to policy holders, beneficiaries, agents, and internal customers
- Collaborating with management or other team members as appropriate to proactively address service issues.
Customer Service/Billing Analysts
COGNIZANT
09.2019 - 09.2021
- Processing and adjudicating medical claims
- Analyzing claim to determine if the claim is approved or denied
- Validating the information on all medical claims from patients seeking payment from their insurance company
- Maintaining integrity of claims receipts in accordance with standard claims operating and adjudication procedures
- Accurately resolving pending claims using state and federal regulations and specific health plan criteria
- Tool - XCELYS adjudicating the claims processing approving and denying.
Customer Service Representative
Eagle Pharmacy
04.2018 - 10.2018
- Received inbound calls from Eagle Pharmacy members and assisted them with any questions regarding their accounts
- Checked status of orders of the members
- Educated potential members on the services
- Enrolled new customers
- Made outbound calls to potential customers that have shown interested in the products
- XCELYS – refilling prescriptions and determining eligibility for prescription.
Auditor
Reliant Inventory Group
10.2015 - 01.2018
- Audited inventory for several accounts including pharmacies throughout the state of Florida
- Counted products to check for discrepancies in their inventory
- Sent the report back to the client to show the results of the audit
- Provided customer service to current/potential clients in Florida.
Stylist Assistant/Owner
I am Egypt
03.2013 - 09.2015
- Provided guidance and a make-up specialist
- Cut customers hair and was the hair specialist of the store
- Handled customer inquiries about our services and any other general information that they may need.
Customer Service Representative
Liberty Mutual Insurance
05.2009 - 02.2010
- Assisted customers in home, auto and life insurance policies
- Collected payments on overdue/due accounts
- Provided assistance with enrolling customers in plans that are available by Liberty Mutual
- Answered inbound calls from current clients to assist them with their policies and general knowledge around their policy.
Customer Service Representative
BpoMedco Health Solutions
11.2008 - 04.2009
- Provided customer service to current/potential clients
- Worked directly with Medicare Part D plans and assisted clients with their prescription benefits
- Followed proper policies and procedures to ensure that premier customer service is given with each phone call
- Sold and upsold products & services and placed customer orders in computer system
- Tool – XCELYS adjudicating the claims processing approving and denying.
Education
High School Diploma -
Chamberlain High School
Tampa, FL05-1996
Skills
- Amazon Workspace
- Microsoft Excel
- Data Entry
- Salesforce
- Ceridian Dayforce
- CRM Software
- Patient Flow Management
- Chart updating
- Schedule Coordination
- Calendar Management
- Computer Skills
- Schedule Management
- Telephone Etiquette
- Critical Thinking
- Workflow Optimization
- Medical Terminology
- Documentation proficiency
- Patient Scheduling
- Customer Service
- Follow-up skills
- Inbound and Outbound Calling
- Member support
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft Office Suite
Timeline
Appointment Scheduler
MPF FEDERAL
04.2023 - 03.2024
Bpo Customer Care Associate
FIDELITY AND GUARANTY
01.2022 - 03.2023
Customer Service/Billing Analysts
COGNIZANT
09.2019 - 09.2021
Customer Service Representative
Eagle Pharmacy
04.2018 - 10.2018
Auditor
Reliant Inventory Group
10.2015 - 01.2018
Stylist Assistant/Owner
I am Egypt
03.2013 - 09.2015
Customer Service Representative
Liberty Mutual Insurance
05.2009 - 02.2010
Customer Service Representative
BpoMedco Health Solutions
11.2008 - 04.2009
High School Diploma -
Chamberlain High School