Latia Burnett
Summary
LEADERSHIP, CUSTOMER SERVICE
Overview
15
15
years of professional experience
Work History
CLIENT ADMINISTRATIVE COORDINATOR
United Healthcare
Remote, VA
11.2022 - Current
- Process and prioritize internal and external client contacts
- Respond to inquiries orally and in writing accurately and professionally
- Deliver high quality customer service as a representative of the organization
- Deliver high quality and solution focused client experience
- Schedule client initial appointments and subsequent follow-up appointments.
CUSTOMER SERVICE SPECIALIST
New Hanover County Sheriff Office
Wilmington, NC
05.2015 - 06.2018
- Developed collaborative partnerships with customers and internal business partners to build successful solutions to diverse problems
- Supported other departments and external inquiries during peak periods to reduce wait times and maximize customer satisfaction
- Ability to manage online chat and response capabilities
- Utilized business development frameworks and strategic growth strategies to develop short- and long-term customer service plans
- Directed phone calls to shorten service time and steer conversations towards targeted solutions
- Provided solutions, recommendations, and replacements with empathy and positive feedback
- Shared insights with management regarding member inquiries, concerns, and complaints to improve products, operations, and policies
- Answered calls or emails from customers and assisted with special requests or resolving complaints
- Answered incoming calls and assisted customers with questions
- Handled escalated callers constructively to provide positive outcomes for members.
Medical Receptionist
New Hanover Regional Medical Center
Wilmington, NC
04.2009 - 04.2015
- Scheduled patient appointments, disseminated notifications, and handled rescheduling client medical appointments
- Answered telephones, distributed mail and faxes, and prepared patient files
- Balanced drawers and managed petty cash usage
- Obtained insurance verifications, pre-authorizations, and pre-determinations
- Understand mobile medical technology and online appointment platforms
- Answered incoming calls and forwarded calls to appropriate destinations
- Processed requests for records from outside sources
- Welcomed patients, pharmaceutical reps, and other visitors to doctor's office
- Prepared for next day's patients by pulling charts and making confirmation calls
- Handled typing, filing, photocopying, and preparing letters for busy office
- Triaged and routed phone calls, took messages, and followed-up to verify receipt of critical information.
Education
Master Of Business - Business Administration
Trident University International
Cypress, CABachelor of Science in Leadership - Organizational Leadership
Trident University International
Cypress, CA01.2024
Associates of Arts in Liberal Studies -
Southern New Hampshire University
Hooksett, NH06.2021
Skills
- Digital Platforms
- Customer Care
- Account Processing
- Data entry
- Interpersonal Communication
- Help Desk
- Business Analysis
- External Agency Collaboration
- ECommerce
- Digital Technology
Timeline
CLIENT ADMINISTRATIVE COORDINATOR
United Healthcare
11.2022 - Current
CUSTOMER SERVICE SPECIALIST
New Hanover County Sheriff Office
05.2015 - 06.2018
Medical Receptionist
New Hanover Regional Medical Center
04.2009 - 04.2015
Master Of Business - Business Administration
Trident University International
Bachelor of Science in Leadership - Organizational Leadership
Trident University International
Associates of Arts in Liberal Studies -
Southern New Hampshire University