Summary
Overview
Work History
Education
Skills
Timeline
Generic

LaToya Gregory

Greensboro,NC

Summary

Objectives To obtain a career in customer service where my skills can be utilized to their fullest potential. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

6
6
years of professional experience

Work History

Team Lead

BB&T
11.2016 - 05.2019
  • (floor support)
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Train new hire classes ranging from 5-15 representatives, monitor calls then provide coaching feedback after completion, send daily Excel reports for teams stats, assist representatives with complex questions, handle escalations for upset clients, create or and or update procedure manuals used in everyday job functions
  • Answer high volume, inbound calls, answer general questions and account activity, file fraudulent claims and disputes, offer and apply products and services to clients, direct clients to the correct department, process spending limit increases upon client request, open new account relationships over the phone.


Patient Billing

Labcorp
10.2015 - 03.2017
  • Answer high volume incoming calls, file correct or secondary insurance, process payments, Routinely utilize multiple resources to resolve patient inquiries while on the phone and while working correspondence, Routinely process correspondence received from patients who are inquiring or have questions about their laboratory services
  • Collected payments and applied to patient accounts.
  • Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
  • Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
  • Posted payments and collections on regular basis.

Judge, Production assembly

Del Monte Fresh Produce Co
07.2015 - 10.2015
  • Prepare, handle, and package fresh produce

Customer Service Rep

Conduit
11.2013 - 05.2015
  • Helping Verizon wireless customers by taking high volume inbound calls, giving overviews of promotions and products available, processing credit or debit card payments, helping with tier 1 troubleshooting, de escalating customer complaints, and practicing first call resolution

Education

GED -

Guilford Technical Community College
Jamestown, NC
03.2012

Skills

  • Quality Standards
  • Equipment Maintenance
  • Lead Identification
  • Production Monitoring
  • Process Improvement Initiatives
  • Escalated Call Transfers
  • Complaint Resolution

Timeline

Team Lead

BB&T
11.2016 - 05.2019

Patient Billing

Labcorp
10.2015 - 03.2017

Judge, Production assembly

Del Monte Fresh Produce Co
07.2015 - 10.2015

Customer Service Rep

Conduit
11.2013 - 05.2015

GED -

Guilford Technical Community College

Similar Profiles

CREATE PROFILE
LaToya Gregory