Latia Rogers
Augusta,GA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Overview
6
6
years of professional experience
Work History
Care Coordinator
Connexus Resource Group
02.2022 - Current
- Assisted care/case managers with non-clinical tasks such as creating cases, scheduling appointments, and conducting telephonic outreach to members.
- Managed large member caseloads, ensuring timely and accurate follow-up on care coordination and documentation.
- Handled calls related to authorizations, referrals, and care plans, escalating issues to appropriate departments when necessary.
- Achieved and exceeded key performance indicators (KPIs) for quality and productivity by streamlining communication processes.
Call Center Representative
Terminix
01.2021 - 02.2022
- Provided exceptional customer service, addressing inquiries and resolving issues for 50+ customers daily in a fast-paced environment.
- Maintained high levels of customer satisfaction by efficiently handling service requests and scheduling appointments.
- Utilized CRM systems to track interactions, update customer information, and ensure accurate follow-up on all calls.
- Consistently met performance targets by exceeding call resolution and customer satisfaction metrics.
Call Center Agent
Aston Carter
02.2019 - 01.2021
- Delivered high-quality service by managing inbound and outbound calls related to healthcare services and support.
- Assisted with scheduling, referrals, and coordination of care, ensuring all member inquiries were handled efficiently.
- Adhered to HIPAA regulations by safeguarding Protected Health Information (PHI) and ensuring confidentiality.
- Contributed to process improvements that enhanced the efficiency of care management operations.
Education
High School Diploma -
Thomson High School
Thomson, GASkills
- Microsoft Office Suite (Excel, Word, Outlook)
- CRM Systems (Salesforce, proprietary healthcare systems)
- Data Entry and Documentation
- Healthcare Terminology
- Call Center Operations
- Telephonic Outreach and Member Engagement
- HIPAA Compliance
- Appointment Scheduling
- Case Management Support
- Workflow and Process Improvement
- Customer Service Excellence
- Remote Work Tools and Technologies
ACCOMPLISHMENTS
- Exceeded KPIs for quality and productivity by 20% through process improvements and effective communication at Connexus Resource Group.
- Improved customer satisfaction ratings by 15% at Terminix by streamlining service request handling and scheduling processes.
- Reduced call resolution time by 25% at Aston Carter by implementing efficient call tracking and follow-up procedures.
Timeline
Care Coordinator
Connexus Resource Group
02.2022 - Current
Call Center Representative
Terminix
01.2021 - 02.2022
Call Center Agent
Aston Carter
02.2019 - 01.2021
High School Diploma -
Thomson High School
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