Latishia Spencer
Canton
Summary
Customer service professional with 8 years of experience across healthcare, insurance, and banking. Skilled in resolving escalated issues, managing accounts and claims, and guiding customers through complex processes. Recognized for building trust, solving problems quickly, and delivering service with empathy and accuracy.
Overview
8
8
years of professional experience
Work History
Owner
His Daughters Bridal Co.
09.2023 - Current
- HDBC is a bridal business that specializes in hair and makeup services. As the owner of this company, I am able to manage multiple tasks simultaneously, coordinate numerous events with different clients, oversee other hair and makeup artists, in addition to providing excellent customer service to all of our clients.
Senior Resolution Specialist
CVS Health
11.2023 - Current
- Handled escalated calls, resolving the most complex, emotional, and sensitive customer issues with professionalism and empathy.
- Investigated and resolved complex cases including pharmacy claim disputes, prior authorizations, billing errors, coordination of benefits, and mail-order delays.
- Served as subject matter expert on Caremark processes, supporting supervisors, assisting with training, and coaching junior staff to improve performance.
- Collaborated with members, pharmacies, providers, and internal teams to gather information, troubleshoot issues, and deliver accurate resolutions.
- Documented all interactions and outcomes with precision, reporting trends to management to identify systemic issues and recommend process improvements.
Customer Service Representative
CVS Health
04.2023 - 11.2023
- Served as primary contact for members, providers, and plan sponsors, resolving both basic and complex inquiries via phone, internet, and written correspondence.
- Guided members through benefits, policies, and resources while ensuring compliance with regulatory and company standards.
- Processed claims, appeals, authorizations, and grievances; documented and tracked all interactions to support audits and litigation requests.
- Built trust and positive service experiences by anticipating customer needs, providing clear education, and communicating with empathy.
Relationship Banker/Assistant Supervisor
Consumers National Bank
03.2021 - 04.2023
- Delivered exceptional customer service while maintaining strong client and team relationships.
- Managed personal and business accounts, ensuring accuracy and compliance with banking policies.
- Assisted clients with a variety of loan products, including personal, auto, mortgage, home equity, and small business loans.
- Processed and submitted loan applications, guided customers through approval requirements, and provided education on lending options.
- Supported and oversaw daily operations of the banking team, ensuring efficiency and adherence to regulatory standards.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Bank Teller
Consumers National Bank
01.2019 - 05.2021
- Processed customer transactions promptly, minimizing wait times.
- Handled inbound and outbound calls to strengthen client relationships and provide personalized service.
- Resolved customer inquiries and assisted with complex service issues, ensuring positive client experiences.
- Educated customers on use of banking website and mobile apps.
- Built a foundation of banking knowledge and customer service expertise that led to advancement into a leadership role.
Sales Associate/Team Leader
Hibbetts Sports
05.2017 - 01.2019
- Engaged with customers to effectively build rapport and lasting relationships.
- Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques.
- Trained and developed new sales team associates in products, selling techniques, and company procedures.
- Answered customer questions about sizing, accessories, and merchandise care.
- Opened and closed the store, ensuring smooth daily operations and compliance with company standards.
Education
High School Diploma -
Canton South High School
Canton, OH05-2016
Skills
- Verint Workforce Management
- AS400 (enterprise operations system)
- Microsoft Office Suite (Excel, Word, Outlook)
- Microsoft Teams
- High-Volume Call Handling / Multi-Screen Management
- Medicare & Insurance Policy Knowledge
- Prior Authorizations & Grievance Submissions
- Customer Service Recoveries
- Budgeting & Expense Management
- Leadership
- Investigation skills
- Complaint handling
- Event Coordination & Planning
- Quick Problem Solving
Accomplishments
- Consistently recognized as a monthly high performer for exceeding quality, productivity, and customer satisfaction goals.
Timeline
Senior Resolution Specialist
CVS Health
11.2023 - Current
Owner
His Daughters Bridal Co.
09.2023 - Current
Customer Service Representative
CVS Health
04.2023 - 11.2023
Relationship Banker/Assistant Supervisor
Consumers National Bank
03.2021 - 04.2023
Bank Teller
Consumers National Bank
01.2019 - 05.2021
Sales Associate/Team Leader
Hibbetts Sports
05.2017 - 01.2019
High School Diploma -
Canton South High School
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