Latonia Isaac
High Point,NC
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
16
16
years of professional experience
Work History
Business Operation Support Professional
Keyrisk
07.2019 - Current
- Maintain good lines of communication with employers, adjusters, and providers
- Document reported workers' compensation claims
- Request/review/assign/submit medical notes, proper billing format, and other written/verbal information from employers and medical providers to determine appropriateness of payment of medical bills and whether a claim is truly medical only
- Discuss with a provider, issues relative to whether a bill has been paid or whether travel or medical reimbursement has been issue
- Document medical notes and relevant written and oral communication received relative to claims
- Index/upload images as needed
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Identify potential subrogation claims and notify appropriate supervisor
- Actively work with mentor and supervisor to develop skills to handle all technical aspects of claims, including coverage, disability benefit management, medical management, litigation management, file management, subrogation, reserving and settlement
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
Manager/Tax instructor/Tax preparer (Seasonal)
Explosive Tax Service
02.2015 - Current
- Training IRS tax preparation, grading and administering test to potential tax professional
- Preparing federal/state income taxes for individuals and business following the guidelines of the IRS
- Promoting the business to gain new clientele
Accounts payable Clerk
NAPA
03.2019 - 07.2019
- Reconciles processed work by verifying entries and comparing system reports to balances
- Charges expenses to accounts and cost centers by analyzing invoice/expense reports; recording entries
- Pays vendors by monitoring discount opportunities; verifying federal id numbers; scheduling and preparing checks; resolving purchase order, contract, invoice, or payment discrepancies and documentation; insuring credit is received for outstanding memos; issuing stop-payments or purchase order amendments
- Accomplishes accounting and organization mission by completing related results as needed
Operations Customer Service Representative LEAD
Alorica- Formerly apac
03.2017 - 02.2019
- Overseeing the daily operations of my team to meet metrics
- Help develops team members through training and coaching the individuals separately as well as in team huddles
- Sharing daily, weekly, monthly targets with team members and teaches them how to reach/exceed their goals
- Work to guide behavior and motivate team members to positively impact team performance, including but not limited to quality and attendance
- Performs administrative duties including, and not limited to, reports and other time keeping activities
Support Coach for new employee experience
Alorica- Formerly apac
03.2017 - 02.2019
- Responsible for the development and coaching of new agents to ensure that they are efficient and effective on taking calls and providing resolutions to our wireless customer needs
- Monitoring new employee performance by providing coaching and debriefing of the agent’s strengths and weakness
- Administer sales of products to customers by offering add=on, and upselling
- Responsible for making inbound and outbound calls to our clients to provide resolutions to all their issues
- Enter all customers information in system ensuring that it is being recorded correctly
- Responding to emails and chats, and processing paperwork that requires deadline
- Communicate with other departments within the organization to ensure we all all on the same page and providing adequate resolutions
- Making decision that has the best interest of our client
- Providing excellent customer service by being task-driven, professional, organized and dependable
Benefits Sales Specialist
Sears Holding cooperation
03.2013 - 02.2017
- Providing superior customer service
- Responsible for the sale of Sears Protection agreements for home appliances
- Meeting required sales quotas
- Upselling to offer a more extensive plan
Protection Agreement Benefits Administrator
Sears Holding cooperation
03.2013 - 02.2017
- Provide excellent customer service and resolutions for or members under the Terms and Conditions of our Protection Agreements
- Administering the benefits of the agreement (food loss, money, rental reimbursement etc.)
- Providing excellent customer service to maintain the loyalty of Sears customers
Customer Service Representative/Training Advocate
APAC
11.2008 - 03.2013
- Provide excellent customer service via multi-phone lines, web, and fax
- Handle customer complaints, maintain and update customer’s records, schedule pickups and deliveries, file documents and process debit/credit card transactions
- Contacted client and dispatch trucks to be a location daily
- Responsible for coordinating the arrival/delivery time of trucks
- Assist trainer with training new hire classes and refresher training with direct involvement with the students
Education
Brook stone College of Business - Accounting Systems Technology
Brook stone College of Business
Greensboro, NC10.2012
Skills
- Microsoft Office Suite
- Ten-Key Operations
- QuickBooks
- Payroll Accounting
- Accounts Payable
- Accounts Receivable
- Typing
- Data-Entry
- Customer Service
- Telephone Etiquette
- Tracking Budget Expenses
- Attention to Detail
- Thoroughness
- Organization
- Analyzing Information
- Accounting
- Vendor Relationships
- PC Proficiency
- General Math Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Flexible and Adaptable
- Dependable and Responsible
- Multitasking
- Excellent Communication
- Critical Thinking
- Computer Skills
- Organizational Skills
- Calm Under Pressure
- Active Listening
- Organization and Time Management
Timeline
Business Operation Support Professional
Keyrisk
07.2019 - Current
Accounts payable Clerk
NAPA
03.2019 - 07.2019
Operations Customer Service Representative LEAD
Alorica- Formerly apac
03.2017 - 02.2019
Support Coach for new employee experience
Alorica- Formerly apac
03.2017 - 02.2019
Manager/Tax instructor/Tax preparer (Seasonal)
Explosive Tax Service
02.2015 - Current
Benefits Sales Specialist
Sears Holding cooperation
03.2013 - 02.2017
Protection Agreement Benefits Administrator
Sears Holding cooperation
03.2013 - 02.2017
Customer Service Representative/Training Advocate
APAC
11.2008 - 03.2013
Brook stone College of Business - Accounting Systems Technology
Brook stone College of Business