Latisha Reid
Houston,TX
Summary
Detail-oriented professional with hands-on experience in a wide range data punching tasks in addition to database maintenance, data analysis and retrieval. Outgoing personality with good customer service and listening skills. Track record of following data recording procedures and data sorting techniques. Known for prioritizing work, multitasking, professionalism and time management.
Overview
25
25
years of professional experience
Work History
Customer Support Specialist
Alliance Tax Solutions
06.2022 - 01.2024
- Provide exceptional client service in every interaction with our clients, building and maintaining a client relationship, as information is gathered that is needed for resolution of tax issues
- Conduct Welcome Calls to new clients
- Conduct routine update calls with clients keeping them fully informed as to the progress of their case (tax filings, resolution updates, etc.) Review new client documents to ensure accuracy
- Follow up with clients for any missing documents or information
- Manage incoming and outgoing mail to/from clients and the IRS or State taxing authorities
- Maintain updated client contact and case updates in CRM system
- Schedule meetings with clients as needed
- Work closely with our tax preparers, resolution managers, and sales teams in support of our client's needs.
Customer Care Rep/Support Management Expert/Inbound Specialty Supervisor/QA Analyst
Wellcare/CVS Caremark Mail Order
09.2019 - 05.2022
- Provide professional and exceptional customer service
- Refill and order medication
- Assist members with Rx rejections, run test claims, Rx transfers, and assist with insurance questions
- Assist trainers with new hire and questions regarding calls
- Monitor group chat and place test calls before MP start
- Identify with those that need additional monitoring and check attendance
- Responsible for approving and unapproving timecards daily, submit attendance reports, monitor agents for 6 months
- Run agent daily AVAYA log on/out reports, monitor Kronos and Avaya reports, coach agents who make 90% or under on QA scores
- Provide agents with access credentials, submit red zone reports weekly and healthcare one-on-one reports weekly for all agents
- Monitor daily metrics and open/close payroll
- Attend daily leadership meeting and perform weekly team meeting
- Listen to inbound Agent's calls and coach accordingly
- Provide daily reports to agents on calls
- Monitor 150 calls per day
- Assist agents with calls.
Call Center Team Lead
Service Associates of America
09.2016 - 01.2018
- Responsibilities include but not limited to overseeing and managing the call center daily
- Monitor calls to ensure quality standards are adhered to
- Understanding organization's services, procedure, and guidelines to communicate to all team members
- Training and development of agents, motivate team members
- Quality assurance, process daily sales reports
- Bank deposits, process and mail invoices in a timely manner
- Conduct regular review of agents' performances and organize training sessions for underperformers.
Third Key Manager
Goodwill
11.2012 - 06.2013
- Responsible for opening and closing when the store manager and assistant manager are not present
- Responsibilities include sales associate and assistant manager level functions
- Able to take charge of the store when necessary
- Also has knowledge of commonly-used concepts, practices, and procedures.
Customer Service Rep/Data-Entry
Cablevision
10.2004 - 03.2005
- Multifaceted customer service role by assisting customers with technical support, billing questions
- Accurately record new customers' information
- Consistently and effectively maintaining a positive attitude while working with customers of different backgrounds and temperament.
Customer Service Rep/Data-Entry
ACS
02.2003 - 05.2004
- Assisting Sprint/Nextel customers with technical support, billing questions
- Accurately record new customers' information.
Customer Service Rep/Team Leader/Trainer
Telecheck
11.1998 - 10.2001
- Created new hire curriculum, train new hires as well as assist customers with check inquiries
- Quality assurance monitoring, communicate with merchants in a professional manner
- Input new checks to collect and collected on negative checks
- Created break/lunch schedule; attend daily team meetings
- Effectively run reports daily.
Education
Westbury High School
Skills
- MS Office Literate (Word, Excel, PowerPoint, Access)
- Verbal Communication
- Written Communication
- Relationship Building
- Issue Resolution
- Multitasking
- Quality Assurance
- Key Account Manager CRM(APTISY,SALEFORCE,ZICIDAL,STRATADIAL)
- Logics CRM
- Kronos
- Data Analysis
- SAP
- Employee Orientation
Timeline
Customer Support Specialist
Alliance Tax Solutions
06.2022 - 01.2024
Customer Care Rep/Support Management Expert/Inbound Specialty Supervisor/QA Analyst
Wellcare/CVS Caremark Mail Order
09.2019 - 05.2022
Call Center Team Lead
Service Associates of America
09.2016 - 01.2018
Third Key Manager
Goodwill
11.2012 - 06.2013
Customer Service Rep/Data-Entry
Cablevision
10.2004 - 03.2005
Customer Service Rep/Data-Entry
ACS
02.2003 - 05.2004
Customer Service Rep/Team Leader/Trainer
Telecheck
11.1998 - 10.2001
Westbury High School