Latoya Fair
Rock Hill,SC
Summary
Goal-oriented licensed insurance agent and customer service expert effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls and in person. Offering 12-year background generating new business by selling various insurance plans and call center support services of varying nature. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
Work History
Night Auditor
Ramada Inn
05.2021 - 05.2023
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Assisted with the preparation of daily bank deposits for all departments within the hotel.
- Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
- Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Reported any discrepancies immediately upon discovering them.
- Received payments from customers via cash or credit cards.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
Account Maintenance
Harte Hanks/HBO
01.2020 - 10.2020
- Perform account maintenance for inbound customer calls
- Tier 1 tech support, billing and everything in between
- Record keeping, encourage viewing new programming and document customer experience
- Meet center KPIs.
- Conducted regular audits of customer accounts to ensure accuracy in account information and transactions.
- Researched and resolved customer inquiries related to account maintenance issues.
- Created new accounts for customers based on their individual needs.
- Maintained accurate records of all client interactions in a timely manner.
- Worked closely with other departments within the organization to ensure proper procedures were followed in regards to account maintenance processes.
- Participated in training sessions designed to improve knowledge base surrounding best practices for managing customer accounts.
Editing Video
Rev
01.2019 - Current
- Transcribed audio recordings of television programs, films, videos, and other media for captioning purposes.
- Monitored live video content and accurately transcribed spoken words into text.
- Identified potential issues with audio and visual elements during post-production process.
- Edited captions for accuracy in spelling, grammar, punctuation and readability.
- Processed large volumes of audio files quickly and efficiently while maintaining quality assurance standards.
- Performed quality assurance checks on completed projects before submitting them for review.
Benefits Verification Specialist
AmerisourceBergen
01.2017 - 01.2018
- Processed and tracked patient benefit claims according to established procedures.
- Provided detailed information about insurance plans and benefits to health care providers, patients, and staff members.
- Researched discrepancies between patient records and insurance company records.
- Maintained accurate records of all verification activities in a timely manner.
- Assisted customers with questions regarding their eligibility status or benefit coverage.
- Performed follow-up calls to verify that insurance companies received requests for authorization of services.
- Initiated contact with insurance companies as necessary to obtain additional information needed for verification purposes.
- Adhered to HIPAA regulations when handling confidential patient information.
- Managed daily workloads while meeting deadlines set by management.
Customer Experience Specialist
Shutterfly
01.2015 - 01.2016
- Provided technical support to customers and troubleshoot their queries.
- Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries.
- Identified opportunities for providing additional services or products to existing customers.
- Maintained records of all interactions with customers in a database system.
- Coordinated with external vendors for resolving complex customer queries or complaints.
- Participated in cross-functional meetings related to enhancing the overall customer experience.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Education
Health and Life Insurance License -
Xcel Solutions
03.2023
AAS in Business, York Technical University -
01.2014
Some College (No Degree) -
Post University
Waterbury, CTGoogle Data Analytics course - Data Analytics
Coursera
Skills
- Financial Reporting
- Customer Service
- Clerical Duties
- Complaints Management
- Front Desk Operations
- Customer Retention
- Account Management
- Customer Relationship Management (CRM)
- Cold Calling
- Lead Development
- Client Relations
- Life Insurance
- Cross-Selling and Upselling
- ADP Workforce Now
- Attention to Detail
- Records Maintenance
Websites
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Night Auditor
Ramada Inn
05.2021 - 05.2023
Account Maintenance
Harte Hanks/HBO
01.2020 - 10.2020
Editing Video
Rev
01.2019 - Current
Benefits Verification Specialist
AmerisourceBergen
01.2017 - 01.2018
Customer Experience Specialist
Shutterfly
01.2015 - 01.2016
Health and Life Insurance License -
Xcel Solutions
AAS in Business, York Technical University -
Some College (No Degree) -
Post University
Google Data Analytics course - Data Analytics
Coursera
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