Summary
Overview
Work History
Education
Skills
Timeline
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LaToya Black

Dallas,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Healthcare 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

7
7
years of professional experience

Work History

Complex Customer Care Rep

Optum
10.2018 - Current
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Navigated multiple computer systems and applications to find information.
  • Logged call information and solutions provided into internal database.
  • Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Manager Trainee

Dunkin Donuts
01.2017 - 09.2018
  • Explained services and products to customers in friendly and engaging way.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Managed and mentored team of 50 employees.
  • Reviewed financial accounts for accuracy and resolved discrepancies.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Handled day-to-day customer or client questions via telephone or email.
  • Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
  • Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
  • Analyzed customer feedback to identify areas for improvement.
  • Acted with integrity, honesty and knowledge to promote culture of company.
  • Gained knowledge of company policies, protocols and processes.
  • Resolved escalated concerns using professionalism and understanding of facets of issue.

Education

Diploma - Cosmetology

Capri Beauty College - Oak Forest
Oak Forest, IL

Diploma - Medical Assistant

Illinois School of Health Careers - Chicago
Chicago, IL

Certification - Organizational Leadership

Troy University
Troy, AL
06.2022

Skills

    Engage in real time collaboration with other advocates and clinical partners to resolve members concerns from start to finish

    Act as a Subject Matter Expert (SME) to assist with benefits and claims questions, financial accounts, and employee status related questions

    Research complex issues utilizing resources to resolve member issues with escalated issues

    Provide premium level support and service with timely resolution for members using their preferred communication method

Timeline

Complex Customer Care Rep

Optum
10.2018 - Current

Manager Trainee

Dunkin Donuts
01.2017 - 09.2018

Diploma - Cosmetology

Capri Beauty College - Oak Forest

Diploma - Medical Assistant

Illinois School of Health Careers - Chicago

Certification - Organizational Leadership

Troy University

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LaToya Black