Latifah Waiters
Saint Petersburg,FL
Summary
Dedicated and compassionate professional with over 10 years of experience in healthcare and customer service. Proven ability to support patients and clients with empathy and efficiency in clinical and administrative roles. Skilled in remote communication, electronic medical records (EMR), insurance verification, appointment scheduling, and conflict resolution. Adept at multitasking in fast-paced environments while maintaining attention to detail and delivering exceptional service. Committed to improving patient outcomes and client satisfaction through proactive support and a solutions-focused approach.
Overview
10
10
years of professional experience
Work History
Customer Financial Services Representative
PODS Moving & Storage
07.2024 - Current
- Conducted thorough research to resolve complex billing issues, preventing escalations and ensuring accurate resolutions.
- Provided support during high call volume periods, maintaining professionalism under pressure.
- Enhanced customer satisfaction by addressing and resolving financial inquiries in a timely manner.
- Leveraged strong interpersonal skills to build trust among clients while handling difficult conversations regarding debt or past-due accounts.
- Coordinated efforts between multiple departments such as collections, credit solutions, and risk management when necessary for customer issue resolution.
Human Services Counselor III
Department Children and Families
08.2022 - Current
- Delivered comprehensive case management services to vulnerable adults, preventing abuse and neglect occurrences.
- Assisted disabled adults in securing suitable placements for independent living.
- Advocated for clients unable to maintain independent lifestyles, ensuring access to necessary resources.
- Managed multiple caseloads and maintained accurate documentation across various computer systems.
Customer Service Representative
MAXIMUS FEDERAL SERVICE
06.2018 - 07.2022
- Respond promptly to customer inquiries via phone, email, and chat.
- Resolve product or service problems by clarifying the customer's complaint and determining the best solution
- Provide accurate, valid, and complete information using the right methods/tools
- Follow up with customers to ensure resolution and satisfaction
- Maintain customer records by updating account information
- Escalate unresolved issues to the appropriate departments
- Identify and suggest opportunities for process improvement
- Maintain a positive, empathetic, and professional attitude toward customers at all times
Employment Coach/Life Coach
ARC Tampa Bay
03.2016 - 06.2018
- Assist individuals working towards their goal to obtain employment within the community and help with work skills and performance on the job
- Network with different agencies to connect individuals with job opportunities
- Assist Individuals in developing knowledge, experience, and connections with jobs duties
- Provide coaching assistance to participants who have faced challenges and create reports about the individuals ant's achieved outcomes at jobs
- Manage a high-volume workload
Behavioral Health Technician (BHT)
BOLEY CENTER
09.2015 - 03.2016
- Monitors client behavior, conducts wellness checks, enforces curfews, and documents overnight activities while promoting a supportive and sober living environment.
- Conduct routine bed checks and wellness checks
- Maintain accurate and timely documentation in shift logs and incident reports
- Respond to crises and emergencies according to facility protocols
- Support veterans with basic needs, offering guidance and de-escalation when necessary
- Communicate any behavioral or medical concerns to clinical or supervisory staff
Education
Bachelor's degree - Healthcare Administration Management
St Petersburg College
Saint Petersburg, FL05.2024
Associate degree - Human Services
Hudson Valley Community College
Troy, NY05.2015
High School Diploma -
Albany High School
Albany, NY06.2011
Skills
- Mental health awareness
- Relapse prevention
- Client advocacy
- Family support
- Disability services
- Life skills training
- Career counseling
- Problem-solving
- Time management
- Teamwork
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Adaptability and flexibility
Timeline
Customer Financial Services Representative
PODS Moving & Storage
07.2024 - Current
Human Services Counselor III
Department Children and Families
08.2022 - Current
Customer Service Representative
MAXIMUS FEDERAL SERVICE
06.2018 - 07.2022
Employment Coach/Life Coach
ARC Tampa Bay
03.2016 - 06.2018
Behavioral Health Technician (BHT)
BOLEY CENTER
09.2015 - 03.2016
Associate degree - Human Services
Hudson Valley Community College
Bachelor's degree - Healthcare Administration Management
St Petersburg College
High School Diploma -
Albany High School
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