Latoya Dekle-Bailey
Ft. Pierce,FL
Summary
Dynamic professional with a strong background in customer service and regulatory compliance. Expertise in enhancing operational efficiency and resolving customer inquiries, ensuring satisfaction through effective communication and problem-solving.
Overview
20
20
years of professional experience
Work History
Delivery Driver
BC Staffing
Port St Lucie, FL
09.2025 - 09.2026
- Delivered packages promptly to various locations, ensuring customer satisfaction.
- Transported and safely delivered items to prevent damage or loss.
- Handled loading and unloading of packages to guarantee proper transport procedures.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
- Communicated effectively with customers to confirm delivery details and address inquiries.
- Resolved customer service complaints professionally, strengthening trust and loyalty.
- Conducted vehicle inspections, ensuring cleanliness for safe operations.
- Collaborated with warehouse staff to streamline package preparation processes.
Branch Sales Service Representative
PNC Bank
Ft. Pierce, Florida
10.2015 - 09.2025
- Assisted customers with account inquiries and service requests.
- Processed transactions accurately and efficiently at the branch level.
- Educated clients on products and services, aligning solutions with their specific needs.
- Collaborated with team members to promptly resolve customer issues, enhancing overall service quality.
- Maintained branch appearance and organized workspace for optimal efficiency.
- Implemented feedback from customers to enhance service offerings at the branch.
- Resolved customer complaints in a professional manner.
- Interacted with customers to build rapport and enhance their experience. with interesting, informative presentations to highlight benefits and overcome objections.
- Maintained knowledge of current banking regulations and compliance standards.
- Answered customer inquiries and provided information about products, services, and policies.
- Set up accounts, services and contracts for customers.
- Performed special services like stop payments, transferred accounts and investigated complaints.
- Generated reports on sales performance versus goals set by management team.
- Handled incoming calls from customers regarding their accounts or services offered.
- Took advantage of professional development opportunities to expand and update understanding of bank products and services.
- Nurtured connections with established customers to identify needs and match offerings, driving sales opportunities.
Customer Service Supervisor
Convey Envision Rx PLUS
Ft. Pierce, Florida
12.2014 - 12.2015
- Supervised daily operations of healthcare staff and ensured compliance with protocols.
- Coordinated scheduling to optimize patient care and staff availability.
- Trained new staff on procedures and best practices for patient interactions.
- Monitored patient records for accuracy and adherence to regulatory standards.
- Monitored the performance of healthcare personnel to ensure compliance with regulations and standards.
- Conducted regular meetings with staff to discuss their job duties and performance issues.
- Assigned tasks and monitored workflow in order to maximize efficiency of healthcare operations.
- Provided guidance on appropriate clinical practices to ensure high-quality patient care.
- Ensured that all employees were adequately trained for their roles in providing quality care for patients.
- Created and maintained patient records, including medical history, test results, treatments.
Medical Records Specialist
Bailey's Medical Equipment & Supplies
Ft. Pierce, Florida
10.2013 - 11.2014
- Organized and maintained patient medical records in compliance with privacy regulations.
- Reviewed and verified accuracy of patient information in electronic health record systems.
- Implemented process improvements for efficient handling of medical record requests.
- Conducted regular audits to ensure compliance with healthcare documentation standards.
- Adhered to HIPAA guidelines when handling protected health information.
- Responded to inquiries regarding patient records while maintaining confidentiality protocols.
- Maintained accurate documentation of all activities related to medical records.
- Verified record copies before handing each over to check for and remove unnecessary details.
- Identified discrepancies between paper and electronic records.
- Entered patient insurance, demographic and health information into software and confirmed records.
Medical Billing Specialist
United States Pharmacopeia
Ft. Pierce, Florida
09.2007 - 12.2012
- Processed and submitted insurance claims for medical services rendered.
- Reviewed patient accounts for accuracy and completeness before billing.
- Managed patient billing inquiries and provided timely assistance.
- Ensured compliance with healthcare regulations in all billing practices.
- Adhered to HIPAA regulations when handling confidential patient information.
- Contacted insurance providers to verify insurance information and obtain billing authorization.
- Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
- Reviewed patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under policies.
- Ensured HIPAA compliance by maintaining confidentiality of all patient information.
- Resolved discrepancies between insurance companies and patients regarding payment of bills.
- Collaborated closely with other departments to resolve claims issues.
Bill Collector
Oxford Management
Ft. Pierce, Florida
07.2006 - 08.2007
- Contacted clients to discuss outstanding balances and payment arrangements.
- Maintained accurate records of all communications with clients and payments received.
- Provided excellent customer service while resolving payment disputes and concerns.
- Utilized collection software to track accounts and manage follow-up actions.
- Collaborated with team members to share best practices in collection strategies.
- Followed company policies and legal regulations when collecting debts from clients.
- Followed up on all unpaid invoices until full resolution was achieved.
- Researched account information and updated customer files with relevant data.
Education
High School Diploma -
St. Lucie West Centennial High School
Port Saint Lucie, FL06-2003
Skills
- Customer relationship management
- Sales reporting
- Financial product knowledge
- Regulatory compliance
- Transaction processing
- Conflict resolution
- Effective communication
- Active listening
- Problem solving
- Time management
- Performance tracking
- Strong salesmanship
- Records maintenance
- Account handling
Timeline
Delivery Driver
BC Staffing
09.2025 - 09.2026
Branch Sales Service Representative
PNC Bank
10.2015 - 09.2025
Customer Service Supervisor
Convey Envision Rx PLUS
12.2014 - 12.2015
Medical Records Specialist
Bailey's Medical Equipment & Supplies
10.2013 - 11.2014
Medical Billing Specialist
United States Pharmacopeia
09.2007 - 12.2012
Bill Collector
Oxford Management
07.2006 - 08.2007
High School Diploma -
St. Lucie West Centennial High School