Latilria Chaney
State Farm
Decatur,GA
9
years of professional experience
Dedicated and adaptable professional with a strong background in insurance, client services, case management, and operational support. Experienced in managing complex processes, analyzing information, resolving challenges, and delivering solutions that improve customer experiences and business outcomes. Known for combining attention to detail with strong communication, problem-solving, and relationship-building skills to support teams, clients, and organizational goals. With advanced education in Information Technology, Business Administration, and Forensic Psychology, I bring a unique perspective that blends technology, business strategy, analytical thinking, and human-centered service. Seeking an opportunity to contribute my diverse experience, continuous improvement mindset, and commitment to excellence to a forward-thinking organization.
Work History
Claims Initial Loss Reporter
2 Years 3 Months- Process claims efficiently by gathering, verifying, and documenting critical loss information while maintaining accuracy and compliance with company guidelines.
- Manage a high-volume workload of 150+ claims monthly, consistently meeting productivity, quality, and service-level expectations in a fast-paced environment.
- Deliver exceptional customer service by educating policyholders on the claims process, answering complex coverage questions, and providing empathetic support during stressful situations.
- Collaborate with claims adjusters, agents, and internal departments to ensure timely claim assignment, accurate documentation, and seamless case transitions.
- Utilize strong analytical and problem-solving skills to identify missing information, resolve claim discrepancies, and maintain strict confidentiality when handling sensitive customer data.
Vocational Rehabilitation Counselor Intern
7 Months- Developed and implemented individualized employment plans for 50+ clients, achieving a 70%+ job placement rate through comprehensive assessments, career coaching, and goal-driven case management.
- Conducted weekly one-on-one counseling sessions, increasing client engagement by 40% while identifying barriers to employment and implementing effective return-to-work strategies.
- Built and maintained partnerships with 15+ employers, coordinating customized workplace accommodations and facilitating successful employment outcomes for individuals with disabilities.
- Managed complex caseloads by documenting case activities, monitoring client progress, and ensuring timely completion of services in accordance with state and federal regulations.
- Ensured 100% compliance with federal and state confidentiality requirements, accurately maintaining sensitive client records while adhering to HIPAA, ADA, and agency data protection policies.
Administrative Assistant
1 Year 2 Months- Managed and processed 100+ Social Security claims while maintaining a less than 2% error rate through thorough documentation review, quality control, and adherence to regulatory guidelines.
- Improved medical documentation turnaround time by 35% by implementing efficient tracking methods, prioritizing workflows, and maintaining accurate case records.
- Supported payroll processing and operational reporting for 30+ employees, ensuring data accuracy, timely reporting, and compliance with organizational policies.
- Maintained strict confidentiality of sensitive client and employee information by following privacy regulations, secure recordkeeping practices, and data protection standards.
- Analyzed claim documentation and administrative records to identify discrepancies, resolve data issues, and support timely decision-making.
Senior Account Representative
1 Year- Managed 50+ customer interactions daily, resolving complex billing, policy, and account inquiries while achieving a 95% first-contact resolution rate.
- Strengthened customer retention by 20% through proactive account reviews, policy education, personalized solutions, and effective relationship management.
- Analyzed call performance metrics and generated daily reports to identify service trends, improve workflows, and support operational efficiency.
Customer Care Representative
1 Year 1 Month- Delivered high-quality customer support by processing payments, explaining billing statements, and resolving account discrepancies with accuracy and professionalism.
- Managed complex billing and policy-related issues by researching account details, coordinating with internal departments, and providing timely resolutions.
- Maintained strict compliance with identity verification procedures and data protection standards while handling confidential customer information.
Call Center Representative
1 Year 1 Month- Resolved 40+ customer service and technical support cases daily while maintaining a 97% customer satisfaction rating.
- Diagnosed service and equipment issues through troubleshooting techniques, reducing customer downtime and improving overall service reliability.
- Generated $10K+ in monthly upsell revenue by identifying customer needs and recommending tailored products and service solutions.
Education
Master of Science - Information Technology
- Project Management (In Progress)
- Project Charter Development (Completed as part of Project Management coursework)
- Risk Management
- Stakeholder Analysis
- Project Scope & Requirements Gathering
- Work Breakdown Structure (WBS)
- Project Scheduling & Planning
- Vworkstation (Virtual Workstation) Experience
Master of Science - Business Administration
- Certification in Microsoft Power BI-Data Analyst Associate
- Certification in Microsoft Power BI-Create Excel Dashboards for Maxium Impact
- Certification in Microsoft Power BI-Analyze Your Data with Excel Pivot Tables
- Certification in Applying Data Analytics to Business & Finance
- Certification in Leading vs. Managing
- Certification in Coaching vs. Mentoring
Master of Science - Forensic Psychology
Bachelor of Arts - Psychology
Associate of Arts - Psychology
High School Diploma
Skills
Claims Processing & Investigation
Regulatory Compliance & Risk Management
Analytical Problem Solving
Customer Relationship Management
Data Analysis
Timeline
Claims Initial Loss Reporter
State Farm
05.2024 - CurrentRead More
Vocational Rehabilitation Counselor Intern
Georgia Vocational Rehabilitation Agency
07.2023 - 02.2024Read More
Administrative Assistant
Georgia Vocational Rehabilitation Agency
05.2022 - 07.2023Read More
Senior Account Representative
State Farm
04.2021 - 04.2022Read More
Customer Care Representative
State Farm
02.2020 - 03.2021Read More
Call Center Representative
VXI Global Solutions
07.2017 - 08.2018Read More
Capella University
Master of Science from Information Technology
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Southern New Hampshire University
Master of Science from Business Administration
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Walden University
Master of Science from Forensic Psychology
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Clayton State University
Bachelor of Arts from Psychology
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Atlanta Metropolitan State College
Associate of Arts from Psychology
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Banneker High School
High School Diploma
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