Latisha Waters
Cincinnati,Ohio
Summary
Dedicated customer service professional adept at managing high-volume call flows and resolving complex billing issues. Strong technical skills in CRM and data management enhance team efficiency and customer satisfaction.
Overview
22
22
years of professional experience
Work History
Backend Support / Customer Service
Humana
Springdale, Ohio
09.2019 - Current
- Used computer applications to complete registration for customers during Open Enrollment
- Used CRM, CI, and CMS.
- This position is technical and only required written communication with customers.
Billing Specialist CSR
Spectrum/ Charter Communication
Blue Ash, Ohio
08.2017 - 01.2018
- Provided detailed breakdown of charges on customer’s account(s).
- Utilized mathematical skills
- Continuously problem solving, and resolving conflicts pertaining to billing issues.
- Effectively communicating with customers while multi-tasking (navigating multiple computer applications)
Customer Service Representative (Inbound)
Trade Global / Call Center
West Chester, Ohio
10.2016 - 01.2017
- Handled high volume call flow in an efficient manner.
- Provided excellent customer service
- Mastered multi-tasking
- Gained the ability to handle disgruntled customers with ease and proficiency.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Sales Associate/ Key Holder
Metro PCS
Norwood, Ohio
03.2016 - 10.2016
- Organizing and arranging promotional materials/displays.
- Monitoring the store performance on a daily, weekly, and monthly basis.
- Meeting sales goals through effective and personable customer service.
- Effectively maintaining stock levels
- Knowledgeable on Brand and market trends
- Trouble shooting any device and utilizing all resources to ensure customer satisfaction
- Building relationships with local businesses
- Open and close store providing an accurate daily report
Fraud Prevention Specialist/ Intern
FACS GROUP, INC.
Mason, Ohio
06.2004 - 08.2004
- Monitored transactions for suspicious activity using advanced fraud detection tools.
- Investigated potential fraud cases by analyzing customer data and transaction patterns.
- Collaborated with team members to develop effective fraud prevention strategies and protocols.
- Provided exceptional customer service while addressing client inquiries related to fraud concerns.
- Participated in regular training sessions on emerging threats related to online security and digital payment methods.
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
Education
Southern New Hampshire University
08-2018
Cincinnati State University
08-2015
Johnson C. Smith University
05-2004
Skills
- Microsoft Word
- Microsoft Office
- Microsoft PowerPoint
- Quick Books
- Computer applications
- Customer relationship management
- Technical support
- Billing procedures
- Fraud detection
- Problem solving
- Team collaboration
- Task prioritization
- Active listening
- Data entry
- Computer skills
- Basic math
- Troubleshooting
Education Certifications
- Southern New Hampshire University, 10/01/17, 08/01/18
- Cincinnati State University, 01/01/09, Present
- Johnson C. Smith University, 08/01/03, 05/01/04
- American Red Cross, CPR and Lifeguard Certification
Timeline
Backend Support / Customer Service
Humana
09.2019 - Current
Billing Specialist CSR
Spectrum/ Charter Communication
08.2017 - 01.2018
Customer Service Representative (Inbound)
Trade Global / Call Center
10.2016 - 01.2017
Sales Associate/ Key Holder
Metro PCS
03.2016 - 10.2016
Fraud Prevention Specialist/ Intern
FACS GROUP, INC.
06.2004 - 08.2004
Southern New Hampshire University
Cincinnati State University
Johnson C. Smith University