Latoya Mathis
Jacksonville,FL
Summary
Dedicated Customer Service Specialist with over 10 years of experience in fast-paced environments. Delivered effective solutions to escalated customer support issues while collaborating with teams to achieve business objectives. Prioritized and managed multiple tasks to enhance customer satisfaction and drive results.
Overview
16
16
years of professional experience
Work History
Customer service Rep
Aetna
07.2024 - 04.2026
- Respond to incoming calls, emails or chats regarding Members health benefits
- Supported contact center expectations and adhered to departmental and corporate policies and procedures.
- Utilize Available systems, knowledgebase, and standard technology such as Telephone, email, and web browser to respond to inquiries and perform job duties
- Processed customer requests by reviewing and documenting needs from general correspondence and noting account actions taken.
- Responded to customer inquiries by directing them to relevant published materials and secondary sources.
Customer service Rep II
Positive psyche
07.2017 - 07.2024
- Respond to incoming call, emails or chats regarding Federal Student Aid
- Supported contact center expectations and ensured adherence to departmental and corporate policies and procedures
- Utilized available systems and standard technology, including telephone, email, and web browser, to efficiently address
- inquiries and fulfill job duties
- Responded to customer inquiries by effectively referring to published materials and secondary sources
- Executed payment transactions accurately
- Involuntary Collections: Coordinates administrative wage garnishment and Treasury offsets for overdue federal loans
- Negotiate Plans: Set up structured payment schedules or settlements that benefit both the company and the customer.
Cashier/Customer Service
Advance Auto Parts
06.2015 - 07.2017
- Provided technical assistance to customers via phone and face-to-face contact to educate them on product options and identify best values for their needs.
- Utilized designated autonomy to analyze issues and evaluate information from verbal, paper, or computer sources to maintain customer satisfaction and ensure awareness of rights and responsibilities.
- Handled cash, debit, credit and check purchases while keeping company and customer data secure.
- Provided technical assistance to customers via phone and face to face contact in order to educate them on the various products available and identified the best value for his/her needs.
- Used my designated level of autonomy to analyze the issues, evaluated the available information whether verbal, paper or computer based in order to maintain customer satisfaction and knowledge of rights and responsibilities.
- Greeted customers warmly to foster a welcoming environment and enhance customer relations.
Quality Assurance Clerk
Pitney Bowes
08.2012 - 04.2014
- Handled high volume correspondence to ensure that it would reach its destination in a timely fashion.
- Managed high-volume correspondence to guarantee timely delivery.
- Followed designated schedule and reported discrepancies according to established guidelines for accuracy.
- Adhered to my designated schedule and reported discrepancies according to established guidelines.
- Processed regular and certified mail according to established procedures to maintain efficiency.
Cashier
Pepboys
12.2009 - 05.2010
- First point of contact for customers on the phone and in the store
- Engaged customers, scheduled appointments, built trust, understood needs, communicated processes and timelines, and sold parts and service that made the customer's car run at peak efficiency; adhered to company customer care standards to meet customer expectations.
- Assisted in various aspects of customer care under the direction of management.
- Executed all policies and procedures for cash, credit, check, refunds, and returns to maintain financial integrity.
Education
Medical Assistant -
Concorde Career Institute
Jacksonville, FLHigh School Diploma -
Robert E. Lee
Jacksonville, FLSkills
- Health benefits knowledge
- Customer inquiry resolution
- Payment processing
- Negotiation skills
- Critical thinking
- Active listening
- Client relations
Timeline
Customer service Rep
Aetna
07.2024 - 04.2026
Customer service Rep II
Positive psyche
07.2017 - 07.2024
Cashier/Customer Service
Advance Auto Parts
06.2015 - 07.2017
Quality Assurance Clerk
Pitney Bowes
08.2012 - 04.2014
Cashier
Pepboys
12.2009 - 05.2010
Medical Assistant -
Concorde Career Institute
High School Diploma -
Robert E. Lee