Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Technical Skills
Languages
Timeline
Generic

LaToya Anderson

DeSoto

Summary

Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.

Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Cognizant Technology
01.2021 - Current
  • Cross trained in multiple departments to know all company needs and train new employees.
  • Analyzed and updated all necessary changes to Salesforce software
  • Processed customer service requests via phone support and email support
  • Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
  • Noted customer correspondence in CRM to track requests, problems and solutions.
  • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
  • Audited internal data and processes to identify and manage initiatives, improving business performance.
  • Recommended metrics and models based on observed trends.
  • Worked with internal teams to understand business needs and changing strategies.
  • Remote

Data Entry/Account Administrative Representative

Gainwell
07.2019 - 12.2020
  • Company Overview: State of Ohio Medicaid
  • Performed administrative tasks and assisted in executing business solutions
  • Successfully entered data into company database and validated the accuracy of valuable company information
  • Used and analyzed data from automated information aggregators to update the database
  • Generated data reports, enter company findings into the database and perform backups
  • Supported data entry across departments as requested, switching promptly to new projects.
  • Remote

Customer Services Representative

LiveOps
01.2017 - 06.2019
  • Company Overview: AmeriHealth
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
  • Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
  • Assisted customers by providing confirmations, answering questions and offering general information.
  • Remote

Education

High School Diploma -

Lincoln High School
Dallas, TX
06-1994

Skills

  • Proficient in efficient task management
  • Troubleshooting and support services
  • Health insurance liaison
  • Oversight of team operations
  • Sales
  • Email communication support
  • Experience with Salesforce
  • Zendesk
  • Understanding Customer Needs
  • Creative Problem Solving
  • Call Documentation
  • Order and Refund Processing
  • Data Entry
  • CRM Software
  • LiveChat Support
  • Microsoft Office
  • Billing
  • Team building and leadership
  • Multitasking and organization
  • Customer service
  • Time management
  • Problem-solving

Accomplishments

  • Supervised team of 21 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved 80% by completing tracking system with accuracy and efficiency.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 7 in the development of Primo Brands project.

Certification

  • Certified Professional in Healthcare Quality (CPHQ)
  • Health Insurance Associate (HIA) Certification
  • HIPAA Compliance Certification 2025

Technical Skills

  • Claims Management Software (e.g., Facets, QNXT, Epic Tapestry)
  • Microsoft Office Suite (Word, Excel, PowerPoint)
  • CRM Systems (e.g., Salesforce)
  • Data Analysis Tools (e.g., Tableau, Power BI)

Languages

English
Native or Bilingual

Timeline

Customer Service Supervisor

Cognizant Technology
01.2021 - Current

Data Entry/Account Administrative Representative

Gainwell
07.2019 - 12.2020

Customer Services Representative

LiveOps
01.2017 - 06.2019

High School Diploma -

Lincoln High School

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