Latoya Brown
Dallas ,Texas
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
Pharmacy Benefits Investigator
CVS Pharmacy
Dallas, TX
11.2021 - 10.2024
- Coordinated with insurance representatives to process claims and calculate correct co-pay information for patients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved insurance and medication issues over phone with 40-80 customers daily.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved benefit administration questions and addressed issues raised by agencies, employees and employee family members.
Debt Recovery Specialist
Recovery Solutions Group
Sacramento, California
06.2018 - 07.2021
- Provided top-notch collection support within outbound call center. Handle account queues ranging from 60 to 100 accounts daily, working delinquencies that include FPD (first payment default). EPD )early payment default.) . Negotiated with clients to resolve account delinquencies, earning client trust while maintaining company loyalty. Continually achieved 90% quality assurance scores while following federal, state, local, and company guidelines.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used scripted conversation prompts to convey current account information and obtain payments.
Accounts Officer
TTEC
Sacaramento, California
01.2014 - 05.2018
- Coordinated with insurance representatives to process claims and calculate correct co-pay information for patients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved insurance and medication issues over phone with 40-80 customers daily.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved benefit administration questions and addressed issues raised by agencies, employees and employee family members.
Education
High School Diploma -
Parkridge
Long Beach, CA06.2000
UCLA Extension
City Of Los Angeles, CA02.1994
Skills
- Advanced Oral and Written Communication Skills
- Team Support
- Computer Proficiency
- Typing Proficiency
- Empathy and customer focused care
- High-Volume Call Environments
- Cultural Awareness
- Document and Records Management
- Understanding Customer Needs
- Creating Accounts
- Patient Callbacks
- Stress Management
Timeline
Pharmacy Benefits Investigator
CVS Pharmacy
11.2021 - 10.2024
Debt Recovery Specialist
Recovery Solutions Group
06.2018 - 07.2021
Accounts Officer
TTEC
01.2014 - 05.2018
High School Diploma -
Parkridge
UCLA Extension