LaTonya Olds
Oklahoma City,OK
Summary
Hardworking, reliable, professional accustomed, to fast-paced environments and flexible in any environment. Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Cognosante (Contract)
11.2023 - Current
- Performing in-bound and outbound customer service support, via phone, email and/or chat
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Managed timely and effective replacement of damaged or missing products
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
Annual Enrollment Benefit Support Advocate
Insight Global (Contract) - Bswift
09.2023 - 11.2023
- Benefits Support Advocate (Health Concierge) is directly responsible for helping meet and exceed client expectations by supporting clients and their employees with the best-in-class HR software and services.
Claims Customer Service Representative
Liberty Mutual Insurance
01.2022 - 08.2023
- Provided first-level customer service for agents, members and other customers through direct inbound calls, responding to all questions and inquiries
Cashier/Server
Creperie European Cafe'
09.2014 - 12.2021
- Performed a variety of tasks, from preparing food, stocking supplies, serving, charging people for their food, handling cash, credit cards, and gift cards.
Customer Service Representative
Healthsmart Benefit Solutions
04.2017 - 09.2021
- Act as first-level escalation point for the company by answering inbound calls and customer complaints calls for Customer Service Representatives to ensure resolution
Customer Service Representative
Maximus Healthcare
04.2014 - 02.2016
- Manage large amounts of incoming calls
Environmental Services Housekeeper
The Fountains At Canterbury
06.2012 - 04.2014
- Maintain department safety guidelines when performing all functions
Customer Service Representative
TCIM
03.2011 - 04.2012
- Maintaining a positive, empathetic and professional attitude toward customers at all times
Leasing Agent
Golden Estates Properties
06.2010 - 02.2011
- Manage large amounts of incoming calls
Cashier/ Shift Leader
Papa Murphy's Holdings Inc
06.2006 - 03.2010
- Make sure employees perform a variety of tasks, from preparing the food, stocking supplies, serving, charging people for their food, handling cash, credit cards, and a cash register, cleaning tables and counters, resetting tables, greeting customers and answering questions.
Before and After Counselor
YMCA
09.2008 - 03.2009
- Facilitated the health, safety and well being of 12-15 children in a before and after school program by providing close supervision of all activities, but not limited to light planning.
Education
High School Diploma -
Star Spencer High School
Spencer, OK05.2007
Skills
- Excellent customer service skills, including complaint resolution and de-escalation of irate customers
- Extensive knowledge of various types of business office functions, including insurance plans and Working knowledge of Health Insurance Portability and Accountability Act privacy requirements
- Demonstrates excellent oral and written communication skills
- Proficient in using computers with a high degree of accuracy Ability to read EOBs
- Benefits) Familiar with ICD 9/10 coding
- Insurance coverage verification
- Proficient in MS Office
- Insurance industry experience
- Excellent administrative abilities
- Teamwork and Collaboration
- Problem-Solving
- Good Telephone Etiquette
- Self-Motivated
- Software
- Microsoft works
- Excel spreadsheet
- Power Points
- Experience with Calabrio ,Triton/Twilo, and Avaya phone systems
- Word
- Microsoft Teams (10 years)
- Customer service
- Hospital experience
- Cash register
- ICD-9
- Cash handling
- Research
- Computer skills
- Organizational skills
- Communication skills
- Analysis skills
- Phone etiquette
- Microsoft Word
- Salesforce
- English
- Documentation Review
- Property Leasing
- Medical Terminology
- Environmental Services
- Process Improvement
- Infection Control Training
Certification
- Adjuster Property & Casualty License
- Driver's License
Timeline
Customer Service Representative
Cognosante (Contract)
11.2023 - Current
Annual Enrollment Benefit Support Advocate
Insight Global (Contract) - Bswift
09.2023 - 11.2023
Claims Customer Service Representative
Liberty Mutual Insurance
01.2022 - 08.2023
Customer Service Representative
Healthsmart Benefit Solutions
04.2017 - 09.2021
Cashier/Server
Creperie European Cafe'
09.2014 - 12.2021
Customer Service Representative
Maximus Healthcare
04.2014 - 02.2016
Environmental Services Housekeeper
The Fountains At Canterbury
06.2012 - 04.2014
Customer Service Representative
TCIM
03.2011 - 04.2012
Leasing Agent
Golden Estates Properties
06.2010 - 02.2011
Before and After Counselor
YMCA
09.2008 - 03.2009
Cashier/ Shift Leader
Papa Murphy's Holdings Inc
06.2006 - 03.2010
High School Diploma -
Star Spencer High School