Latoya Hester
Jacksonville
Summary
Experienced and dedicated Customer Service Representative with over 10 years of proven success in fast-paced call centers and client-focused environments. Skilled in resolving customer issues, handling complex inquiries, and providing tailored solutions to enhance client satisfaction. Adept at using technology to streamline operations and committed to delivering high-quality support that builds lasting customer relationships.
Overview
12
12
years of professional experience
Work History
Client Service Representative
Merrill Lynch
04.2022 - Current
- Administered company 401(k) retirement plan, including employee enrollment, contribution processing, Distribution, compliance reporting, and vendor coordination, ensuring full regulatory adherence and employee satisfaction.
- Deliver outstanding service by building and maintaining strong client relationships.
- Handle inquiries regarding products, services, and order status with speed and accuracy.
- Troubleshoot technical issues and provide clear, efficient solutions.
- Process client orders, track shipments, and ensure a smooth experience from order to delivery.
Customer Service Advocate
OptumRx
02.2018 - 12.2021
- Managed high-volume calls regarding benefit eligibility, prescription coverage, and claim status.
- Educated members on plan benefits, formulary usage, and pharmacy procedures.
- Resolved issues efficiently while documenting interactions in internal systems.
- Made outbound calls to resolve prescription and payment issues, escalating to pharmacists when needed.
Customer Service Advocate
Fanatics
08.2017 - 01.2018
- Processed and verified incoming customer orders, ensuring pricing and minimums were met.
- Coordinated custom artwork approvals and managed order-to-production workflows.
- Handled returns, cancellations, and credits by investigating claims and ensuring proper documentation.
Customer Service Advocate
Florida Blue
04.2016 - 01.2017
- Provided support to members, providers, and employers by resolving complex benefit inquiries.
- Used internal systems to research and interpret policy provisions to resolve issues accurately.
- Identified opportunities for process improvements and contributed to service enhancements.
Customer Service Representative
Randstad (State Farm)
06.2013 - 12.2016
- Answered high-volume calls in a contact center setting, providing claim support and insurance guidance.
- Handled payments, policy questions, and claim intake while following State Farm policies.
- Delivered emergency assistance and submitted electronic claim reports using company systems.
Education
High School Diploma - undefined
Jacksonville Job Corps
03.2005
Skills
- Customer support
- Payment processing
- Customer focus
- Call center experience
- Escalation management
- Client support
- Complaint handling
- Order processing
- System documentation
- Client relations
- Customer education
- Follow-up skills
- Meeting deadlines
- Database maintenance
- Client profile building
- Prescription order management
- Funds transfers
- Benefits determination
- Customer service
- Data entry
- Computer skills
- MS office
- Complaint resolution
- Customer relationship management (CRM)
- Document and records management
- Calm and professional under pressure
- Inbound call management
- Remote office availability
- Staff education and training
- Customer data confidentiality
- Call center operations
- Transaction processing
- Problem resolution
- Call metrics
- LiveChat messaging
Timeline
Client Service Representative
Merrill Lynch
04.2022 - Current
Customer Service Advocate
OptumRx
02.2018 - 12.2021
Customer Service Advocate
Fanatics
08.2017 - 01.2018
Customer Service Advocate
Florida Blue
04.2016 - 01.2017
Customer Service Representative
Randstad (State Farm)
06.2013 - 12.2016
High School Diploma - undefined
Jacksonville Job Corps
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