Latiaya Russell
Monroe
Summary
Accomplished Customer Service Representative with a proven track record at Coast Professional Inc., enhancing customer loyalty through exceptional problem-solving and complaint handling. Skilled in Microsoft Excel and active listening, adept at managing high-stress situations and resolving conflicts efficiently. Demonstrated success in improving resolution times and fostering positive customer experiences.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Coast Professional Inc.
12.2023 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Improved resolution time with effective problem-solving for customer complaints.
Insurance Verification Specialist
Globe Life And Accident Insurance Company
05.2023 - 10.2023
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Assisted patients with understanding personalized insurance coverage and benefits.
Customer Service Representative
Conduent Call Center
08.2022 - 04.2023
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Piloted customer loyalty program, resulting in increased repeat business.
Appointment Scheduler
Carter BloodCare
01.2022 - 07.2022
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as first point of contact and set appointments for prospective clients.
- Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
Education
High School Diploma -
Associate Degree In Nursing - Medical Assisting
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Microsoft Excel
- Complaint Handling
- Payment Processing
- Professional telephone demeanor
- Scheduling
- Appointment Scheduling
- Data Entry
Timeline
Customer Service Representative - Coast Professional Inc.
12.2023 - 04.2024
Insurance Verification Specialist - Globe Life And Accident Insurance Company
05.2023 - 10.2023
Customer Service Representative - Conduent Call Center
08.2022 - 04.2023
Appointment Scheduler - Carter BloodCare
01.2022 - 07.2022
Madison High School - High School Diploma,
Penn Foster College - Associate Degree In Nursing, Medical Assisting
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