Latonya Graham
Jacksonville,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Complete Recovery
Jacksonville, FL
08.2024 - 03.2025
- Guide customers through resolving past-due accounts across telecom, medical and other industries
- Develop and negotiate effective payment arrangements
- Provide exceptional customer service while meeting performance goals
- Maintain accurate documentation while following all compliance requirements
Customer Service Specialist
HGS
09.2020 - 05.2024
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Managed incoming calls from patients regarding prescription status or other questions related to their medications.
- Verified insurance coverage and identified third-party payers for billing purposes.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
Direct Support Professional
Florida Mentor
02.2017 - 09.2020
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Accompanied individuals on outings to promote independence and integration into the community.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Advocated for disabled individuals to foster communication and self-expression and achieve goals.
Call Center Representative
Working Solutions
12.2013 - 02.2017
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Education
High School Diploma -
Edward H. White High School
Jacksonville, FL01-1999
Skills
- Customer Retention
- Complaint resolution
- Customer Order Management
- Account Management
- De-Escalation Techniques
- CRM Software
- Technical Support
- Report Preparation
- Data Entry
- Payment Processing
- Care Delivery
- Patient Management
- ADL support
- Medical Records Management
Timeline
Customer Service Representative
Complete Recovery
08.2024 - 03.2025
Customer Service Specialist
HGS
09.2020 - 05.2024
Direct Support Professional
Florida Mentor
02.2017 - 09.2020
Call Center Representative
Working Solutions
12.2013 - 02.2017
High School Diploma -
Edward H. White High School