LATONYA CHILDS
Houston,USA
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Experienced in collaborating with internal departments to verify claim information and over a decade of excellent Customer Service, Health Benefit, and Lead Skills. Accomplished in all areas relating to business needs, goals, and positive results.
Overview
7
7
years of professional experience
Work History
TIER 2 MSCC AGENT
TTEC-Kaiser Permanente
10.2023 - 04.2025
- Handles 100+ inbound calls each day, assisting with healthcare benefits.
- Accurately log all interactions via HP Chat and Health Connect.
- Diagnose and provide a path to resolving inquiries related to all aspects of the appropriate queue.
- Resolves member issues and concerns efficiently and effectively
- Process member transactions, including setup payment arrangements for Medical services received.
- Promote membership benefits and programs to both current and prospective members.
- Performed other cuties as assigned by supervisor
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Adhered to HIPAA regulations when handling confidential patient information.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
TIER 1 Mac+ ADVISOR
Kelly Services
06.2022 - 10.2023
- Handles 50+ inbound calls each day assisting with Technical Support for Apple Products.
- Accurately log all interactions via Apple’s Contact Management System.
- Created/Maintained a path to resolving inquiries related to all aspects of the appropriate queue.
- Uphold quality control policies and procedures to increase customer satisfaction and site goals.
INBOUND CUSTOMER SERVICE REPRESENTATIVE
Star Home
Houston, USA
12.2021 - 06.2022
- Handled 40+ inbound calls each day covering patient accounting and inquires topics.
- Maintained records by updating customer information.
- Reached out to patients once insurance was billed in order to obtain payments due.
- Applied organizational policies and complied with regulations for patient privacy.
- Processed refunds, disbursements and payments.
- Filed and Processed customer claims
CUSTOMER SERVICE REPRESENTATIVE SPECIALIST
Tailored Brands Inc.
Houston, USA
07.2021 - 11.2021
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained strong call control and quickly worked through scripts to address problems.
- Uphold quality control policies and procedures to increase customer satisfaction.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Exceeded company productivity standards on consistent basis.
OUTBOUND CUSTOMER SERVICE REPRESENTATIVE AGENT
Altran Financial
Houston, USA
08.2018 - 07.2021
- Placed outbound collections calls daily to approximately 250+ account holders.
- Uphold privacy requirements for customer information.
- Identified past due accounts and contacted account holders to arrange payment.
- Updated account status records and collection efforts.
- Followed fair debt practices and regulatory guidelines when managing collections process.
Education
Administration of Justice -
Texas Southern University
Houston, TX05.2003
High School Diploma -
McNeil High School
Austin, TX05.1999
Skills
- Call center operations
- General accounting
- Proficiency in Microsoft software
- Customer relations
- Typing of 50 WPM
- Call control skills
- Resolving issues
- Billing and collections
- Claims Processing
- Healthcare benefits
- HIPAA compliance
- Transaction processing
- Customer relationship management
- Quality assurance
- Data entry
- Time management
- Problem solving
- Customer service
Timeline
TIER 2 MSCC AGENT
TTEC-Kaiser Permanente
10.2023 - 04.2025
TIER 1 Mac+ ADVISOR
Kelly Services
06.2022 - 10.2023
INBOUND CUSTOMER SERVICE REPRESENTATIVE
Star Home
12.2021 - 06.2022
CUSTOMER SERVICE REPRESENTATIVE SPECIALIST
Tailored Brands Inc.
07.2021 - 11.2021
OUTBOUND CUSTOMER SERVICE REPRESENTATIVE AGENT
Altran Financial
08.2018 - 07.2021
Administration of Justice -
Texas Southern University
High School Diploma -
McNeil High School