Summary
Overview
Work History
Education
Skills
Expertise
Timeline
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LaTosha Cunningham

Walterboro,SC

Summary

Results-driven professional with extensive experience in verification procedures. Adept at maintaining accuracy and compliance in complex operations. Known for effective teamwork, adaptability, and thoroughness in quality control and data validation.

Overview

11
11
years of professional experience

Work History

Verification Specialist

Progressive Insurance
11.2023 - Current
  • Led verification projects to enhance data integrity and process efficiency.
  • Implemented quality control measures ensuring accurate verification outcomes.
  • Developed training programs for new staff, improving team proficiency.
  • Streamlined verification workflows, reducing processing time and increasing accuracy.
  • Collaborated with cross-functional teams to optimize verification procedures.
  • Conducted audits to identify discrepancies, driving corrective actions.
  • Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
  • Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
  • Maintained a high level of professionalism when interacting with external parties during the verification process.
  • Adhered to strict deadlines for completing verifications, ensuring prompt delivery of results to clients.
  • Contributed to a positive work environment by actively participating in training sessions and sharing knowledge with team members.
  • Applied problem-solving skills when faced with challenges or discrepancies during the verification process, seeking guidance from supervisors when needed.
  • Reduced errors in documentation by thoroughly cross-checking data against established parameters.

Custome Care Associate

Allstate
01.2021 - 09.2023
  • Represents the company by assisting policy holders with their insurance needs.
  • Answer questions correctly and quickly.
  • Provide correct account information to the policy holders in a polite manner.
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
  • Collaborated with team members to streamline support processes, improving response times.
  • Analyzed feedback to identify areas for process improvement within the customer care department.
  • Led initiatives to enhance communication strategies, resulting in improved team performance.
  • Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
  • Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
  • Handled escalated customer concerns, achieving high levels of resolution and satisfaction.
  • Maintained good call control to quickly uncover questions and keep call times low.
  • Balanced multiple priorities simultaneously, ensuring timely completion of tasks without compromising quality standards.

Finanicial Support Agent

Omni
01.2020 - 10.2021
  • Represents the company by assisting customers with banking needs.
  • Make sure the accounts are fully verified before giving out any account information.
  • Provide correct account information in an efficient manner.
  • Provided exceptional customer support via phone, email, and chat ensuring resolution of inquiries.
  • Collaborated with cross-functional teams to enhance service delivery processes and improve customer experience.
  • Worked overnight shifts
  • Implemented knowledge base updates, streamlining information access for agents and reducing response times.
  • Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
  • Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
  • Identified trends in support inquiries, suggesting improvements to product features or documentation.
  • Utilized remote desktop tools effectively when necessary for efficient troubleshooting assistance directly on client systems.
  • Maintained detailed records of customer interactions, ensuring accurate tracking and followup.

Reservation Support Agent

Princess
01.2019 - 01.2021
  • Represents the Company by assisting the guests with reservation concerns.
  • Make sure that I answer accurately and correctly.
  • Convey all points in a way where the guest can understand.
  • Assist with getting the guest ocean ready.
  • I am able to make reservations.
  • During Covid 19 I assisted with processing refunds, creating future cruise credits, applying credits and making sure the refunds were processed accurately and timely.
  • Resolved customer inquiries efficiently through multi-channel support systems.
  • Delivered exceptional service, enhancing customer satisfaction and loyalty.
  • Collaborated with cross-functional teams to address operational challenges.
  • Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Cross-trained and provided backup support for organizational leadership.
  • Created and maintained detailed database to develop promotional sales.

Customer Care Case Manager

IHG
01.2015 - 11.2018
  • Represents the Company by managing all aspects of Priority Club Programs and liaison between the guest and hotels in order to maintain member satisfaction.
  • Prepare reports, charts, presentation data, or logs as required and according to established specifications.
  • Coordinated all aspects of member account services by serving as the primary point of contact and resource to resolve Priority Clubs service concerns and make decisions in relation to point adjustments.
  • Senior liaison between assigned work area and internal and external contacts to convey appropriate information.
  • Managed customer inquiries through multiple channels, ensuring timely and accurate responses.
  • Coordinated case resolution processes, collaborating with cross-functional teams to enhance service delivery.
  • Facilitated communication between departments, ensuring alignment on customer care strategies and objectives.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Built strong relationships with clients through clear communication and empathetic understanding of their situations.
  • Liaised with internal departments as needed, facilitating seamless communication between teams during case resolution processes.
  • Participated in department meetings, contributing valuable insights toward continuous improvement initiatives.
  • Trained new team members on case management procedures, contributing to a well-prepared workforce.
  • Boosted customer retention, consistently delivering exceptional service and support.
  • Reduced average case resolution time with proactive case monitoring and followups.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.

Education

Diploma -

Walterboro High School
Walterboro, SC

Skills

  • Customer Service
  • Managing
  • Organized and Neat
  • Superior Communication
  • MS Office Experience
  • Logic and Problem Solving
  • Document verification
  • Identity verification
  • HIPAA compliance
  • Accuracy and precision
  • Insurance billing
  • Collaborative relationships
  • Customer relationship management
  • Data entry and review
  • Account maintenance
  • Patient communication
  • Proficient in [software]
  • Work monitoring
  • Customer database systems
  • Fraud detection
  • Customer service
  • Attention to detail
  • Communication and interpersonal skills
  • Claims processing
  • Insurance coverage verification
  • Financial counseling
  • Skilled in [software]
  • Documentation and correspondence
  • Data verification
  • Insurance benefits verification
  • Detail-oriented
  • Phone and email etiquette

Expertise

  • Customer Service, Advance
  • Managing, Advance
  • Organized and Neat, Advance
  • Superior Communication, Advance
  • MS Office Experience, Advance
  • Logic and Problem Solving, Advance

Timeline

Verification Specialist

Progressive Insurance
11.2023 - Current

Custome Care Associate

Allstate
01.2021 - 09.2023

Finanicial Support Agent

Omni
01.2020 - 10.2021

Reservation Support Agent

Princess
01.2019 - 01.2021

Customer Care Case Manager

IHG
01.2015 - 11.2018

Diploma -

Walterboro High School

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LaTosha Cunningham