Latonya McQueen
Plantation,FL
Summary
Dynamic customer service skills over 7+ years. Dedicated delivery professional with expertise in route optimization, customer satisfaction, and conflict resolution. Proven ability to deliver exceptional service while managing time effectively and utilizing strong communication skills.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Independent Delivery Contractor (Amazon Flex)
Amazon Flex
Fort Lauderdale, Florida
04.2025 - Current
- Delivered packages to customers Amazon Prime packages across designated routes in designated areas of Miami and Fort Lauderdale.
- Executed package scanning and ensured accurate delivery to 20-40 stops daily.
- Delivered packages to residential and business locations while following safety protocols.
- Loaded and unloaded packages swiftly, ensuring timely arrivals. Lifting and moving heavy packages.
- Utilized GPS for route navigation and app to navigate routes.
Sunrise Driver/Ambassador
Freebee
Sunrise, Florida
12.2024 - 02.2026
- Providing safe and reliable transportation within our communities while engaging in the highest level of customer service to our passengers.
- Assisted seniors and individuals with disabilities during boarding and disembarking to enhance their travel experience.
- Ensured vehicles remained clean and safe for passenger comfort and safety.
- Conducted pre-trip vehicle inspections to ensure safety and compliance standards.
- Utilized GPS and navigation apps to identify optimal routes during transportation.
- Communicated incidents and observations to management and team members to maintain operational awareness and safety.
Disaster Relief Assistance (contracted)
Aston Carter agency (FEMA)
Pembroke Pines, Florida
08.2023 - 12.2023
- Conducted interviews with affected individuals to assess eligibility for FEMA housing grants and identify additional assistance needs.
- Processed applications for individual disaster assistance and managed inbound calls to ensure timely support for affected individuals.
- Provide referrals for food , shelter and essential supplies to relief victims.
- Utilize NEMIS and IACRS systems, telephone, email, and web browser to complete work tasks.
- Updated records in compliance with organizational standards.
Member Service Representative
BeneLynk
Plantation, Florida
02.2022 - 07.2023
- Conducted high-volume outbound and inbound calls, ensuring adherence to scripted guidelines to maintain consistent communication.
- Ensured proper phone etiquette and adherence to scripts during calls.
- Screened beneficiaries to determine pre-eligibility for additional resources, facilitating access to housing, repairs, and social communities.
- Screened applicants for food assistance eligibility by reviewing documentation and conducting interviews to ensure compliance with program requirements.
- Review and analyze incoming Medicare Advantage plan member correspondence and/or inquiries for the purpose of retrieving member charts from VA facilities.
Member Advocate
Nationsbenefits
Sunrise, Florida
05.2021 - 02.2022
- Addressed member inquiries regarding benefits and eligibility requirements, ensuring clarity and understanding.
- Coordinated hearing aid appointments, facilitating access to essential services for members at local clinics.
- Place member OTC orders.
- Ability to learn product portfolio quickly and discuss options and features in detail about hearing aids.
- Utilize interpersonal skills to establish a strong relationship that allows for direct probing to uncover the member needs.
Patient Advocate
Woundtech
Hollywood, Florida
04.2018 - 03.2020
- Coordinated patient care plans with healthcare providers and specialists.
- Facilitated communication among providers, patients, and family members to ensure clarity and support throughout care process.
- Educated patients on wound care management and treatment options to enhance understanding and adherence.
- Communicated effectively with patients to address concerns and inquiries.
- Scheduled patients for home health visits with a nurse practitioner.
- Conducted patient interviews post-home health visits to gather feedback and address concerns, improving overall patient satisfaction.
Education
High School Diploma -
Palm Beach Lakes High School
West Palm Beach, FL06-1989
Skills
- Route optimization
- CRM software
- Time management
- Customer Satisfaction
- Conflict resolution
- Communication skills
- Active Listening
- Professional courtesy
- Package handling
Certification
- Florida class D unarmed security Lic#D 3619840 / EXP. 07/14/2028
Timeline
Independent Delivery Contractor (Amazon Flex)
Amazon Flex
04.2025 - Current
Sunrise Driver/Ambassador
Freebee
12.2024 - 02.2026
Disaster Relief Assistance (contracted)
Aston Carter agency (FEMA)
08.2023 - 12.2023
Member Service Representative
BeneLynk
02.2022 - 07.2023
Member Advocate
Nationsbenefits
05.2021 - 02.2022
Patient Advocate
Woundtech
04.2018 - 03.2020
High School Diploma -
Palm Beach Lakes High School