La'Tishah Shaheed
Hampton,GA
Summary
Highly skilled in accelerating production through strong customer service, teamwork, attention to detail, multi-tasking and project management. Extensive experience and knowledge of varies data entry software.
Overview
11
11
years of professional experience
Work History
Administrative Assistant
Harvest Time Tax & Financial Services (Seasonal)
Stockbridge, GA
09.2016 - Current
- Answers phone calls and assist clients with questions regarding tax preparation.
- Prepare and assist in preparing simple to complex tax returns for individuals or small businesses.
- Use all appropriate adjustments deductions and credits to keep client's taxes to a minimum.
- Interview clients to obtain additional information on taxable income and deductible expenses and allowances.
- Review financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns.
Service Center Representative
Sedgwick (Remote)
Orlando, FL
04.2021 - 10.2021
- Acted as primary liaison with callers; followed client specifications in assisting with questions and solving problems related to the claims application and servicing processes.
- Educated and informed the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.
- Educated claimants/callers on client requirements and benefit plans documented all required details of the call in a concise professional manner.
- Entered verbal and written application information that met both the internal and external customer's requirements accurately into the claims management system.
- Assigned new claims to the appropriate claims handler.
Directed customer calls to the appropriate contact at multiple locations or escalated to Service Center/Specialist as needed.
Customer Care Specialist
Assurant Incorporated (Remote)
Duluth, GA
06.2017 - 10.2020
- Answered customer inquiries, conflict-resolution and provided product and services education.
- Suggested, promoted, and performed upselling of appropriate products and solutions.
- Managed a high inbound and outbound call volume workload, resolved an average of 550 inquiries per week.
- Adhered to strict security guidelines and worked within high performance call center standards to accomplish Customer Service and Team Excellence.
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
- Continually met or exceeded company's quality at a 97% percent or greater, maintained an adherence score of 94 percent or greater.
- Accurately and effectively updated Hazard Insurance policy information and processed insurance escrow payments.
- Tracked Hazard Insurance on numerous of loan types such as Fannie Mae, Freddie Mac, Conventional and VA loans.
Customer Care Representative
Asurion (Remote)
Nashville, TN
07.2015 - 10.2016
- Answered customer inquiries, conflict-resolution, technical support, claims processing and provided product and services education.
- Suggested, promoted and performed upselling of appropriate products and solutions.
- Managed a high inbound and outbound call volume workload, resolved an average of 550 inquiries per week.
- Adhered to strict security guidelines and worked within high performance call center standards to accomplish Customer Service and Team Excellence.
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
- Continually met or exceeded company's customer satisfaction net promoter score of 60 percent or greater, maintained a reliability score of 92 percent or greater.
Education
Some College (No Degree) - Pursued Associates of Mass Communications
Atlanta Metropolitan State College
Atlanta, GA05.2006
Skills
- Judgment and Decision Making
- De-escalation Techniques
- Data Entry and Maintenance
- Creative Problem Solving
- Active Listening
- Organization and Time Management
Timeline
Service Center Representative
Sedgwick (Remote)
04.2021 - 10.2021
Customer Care Specialist
Assurant Incorporated (Remote)
06.2017 - 10.2020
Administrative Assistant
Harvest Time Tax & Financial Services (Seasonal)
09.2016 - Current
Customer Care Representative
Asurion (Remote)
07.2015 - 10.2016
Some College (No Degree) - Pursued Associates of Mass Communications
Atlanta Metropolitan State College