Latoya Cosby
Madison,TN
Summary
Experienced Customer Service Professional with 20 years in healthcare, retail, and technical sectors. Specializes in resolving customer issues, managing high call volumes, and fostering positive relationships. Delivers clear communication and effective problem-solving to meet and exceed performance objectives.
Overview
16
16
years of professional experience
Work History
Program Coordinator (Remote)
State of Tennessee Division of Tenncare
Nashville, TN
10.2017 - Current
- Handled high-volume inbound and outbound calls with professionalism and accuracy, enhancing customer experience
- Provided customer support for individuals on appeals, coverage, and application processes, ensuring clarity and satisfaction
- Resolved customer concerns by researching policies and procedures, fostering trust and understanding
- Collaborate with legal teams to ensure timely resolution of customer cases
- Train and support new staff on customer service standards and communication techniques
VFD Legal Assistant (Contractor)
Special Counsel/Division of Tenncare
Nashville, TN
11.2016 - 10.2017
- Resolved customer appeal-related inquiries and provided case updates to ensure understanding
- Clarified processes and requirements to enhance customer comprehension
- Maintained a high level of professionalism when handling sensitive situations
- Trained new employees on customer interaction and service expectations to improve team readiness
Registered Pharmacy Tech/Customer Service Associate
Walgreens
Madison, TN
08.2015 - 07.2017
- Assisted customers with prescriptions and transactions, ensuring accurate fulfillment and addressing inquiries
- Delivered friendly, efficient service in fast-paced retail environment, enhancing customer experience
- Responded to phone inquiries and resolved customer concerns, fostering trust and satisfaction
- Built trust with patients by ensuring accuracy and confidentiality
Help Desk Analyst
Advantage Technical /Fresenius Medical Care
Nashville, TN
08.2013 - 10.2016
- Achieved high customer satisfaction by effectively resolving issues and addressing concerns
- Delivered technical support to employees, resolving system issues promptly
- Guided users through troubleshooting steps, enhancing their understanding and confidence
- Communicated updates and solutions effectively to non-technical users
Customer Service Associate
Cigna Healthspring
Nashville, TN
07.2012 - 08.2013
- Resolved customer concerns, achieving performance and quality standards to ensure customer satisfaction
- Assisted Medicare Advantage members with benefits, claims, and billing inquiries to enhance member understanding
- Simplified complex insurance information for customers, improving clarity and understanding
- Maintained compliance with HIPAA and company policies
Technical Support Representative
AO Smith
Ashland City, TN
03.2011 - 06.2012
- Guided customers through troubleshooting technical issues with water heaters to restore functionality
- Communicated step-by-step solutions to empower customers in resolving their technical issues
- Resolved customer issues efficiently, contributing to high levels of satisfaction and loyalty
Customer Service Associate PFFS (Private Fee for Service)
CIGNA Government Services
Nashville, TN
12.2009 - 01.2011
- Provided precise information and exceptional customer care, enhancing overall customer satisfaction
- Resolved inquiries on medical plans and claims, ensuring clear communication and customer understanding
- Coordinated multiple systems to assist customers efficiently in real time
Education
Medical Billing and Coding Diploma -
Kaplan Career Institute
Nashville, TNSkills
- Program Development
- Project coordination
- Case management
- CRM systems
- HIPAA compliance
- Regulatory Compliance
- Process Improvement
- Customer support
- Account management
- Time management
- Team Development
- Team collaboration
- Problem solving
- Verbal communication
- Attention to detail
- Conflict resolution
- Microsoft Office
Timeline
Program Coordinator (Remote)
State of Tennessee Division of Tenncare
10.2017 - Current
VFD Legal Assistant (Contractor)
Special Counsel/Division of Tenncare
11.2016 - 10.2017
Registered Pharmacy Tech/Customer Service Associate
Walgreens
08.2015 - 07.2017
Help Desk Analyst
Advantage Technical /Fresenius Medical Care
08.2013 - 10.2016
Customer Service Associate
Cigna Healthspring
07.2012 - 08.2013
Technical Support Representative
AO Smith
03.2011 - 06.2012
Customer Service Associate PFFS (Private Fee for Service)
CIGNA Government Services
12.2009 - 01.2011
Medical Billing and Coding Diploma -
Kaplan Career Institute