Latonya Riley
Greensboro,NC
Summary
Supportive Eligibility Specialist with extensive application engagement and dedicated service skills. Bilingual professional with skill to maintain accurate records, schedule appointments and handle various administrative responsibilities.
Overview
14
14
years of professional experience
Work History
Eligibility Technician
Staffing Solutions
06.2023 - Current
- Improved eligibility determination accuracy by implementing efficient data verification processes.
- Streamlined application processing time for faster results, optimizing workflow management and prioritization strategies.
- Enhanced customer satisfaction with timely and accurate eligibility assessments, providing clear communication of requirements and expectations.
- Reduced errors in benefit calculations by conducting thorough reviews of applicant financial information, ensuring consistency with program guidelines.
Supervisor
Staffing Solutions
01.2021 - 06.2023
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Customer Support Specialist
Alpha Broder
03.2022 - 12.2022
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Call Center Manager
RMG Resources IT
02.2010 - 01.2022
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
Education
Associate of Arts - Business Administration
Virginia Tech University
Blacksburg, VASkills
- Disability Awareness
- Medicare knowledge
- Policy Knowledge
- Social services knowledge
- Microsoft Office
- Quality Assurance
- Customer Service
Timeline
Eligibility Technician
Staffing Solutions
06.2023 - Current
Customer Support Specialist
Alpha Broder
03.2022 - 12.2022
Supervisor
Staffing Solutions
01.2021 - 06.2023
Call Center Manager
RMG Resources IT
02.2010 - 01.2022
Associate of Arts - Business Administration
Virginia Tech University
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