LaToya Lockett
Customer Service Professional
Arlington,Texas
Summary
Seeking a position with new challenges and opportunities for advancement while allowing me to utilize my experience and specialized work skills. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Associate Care Navigator
LIVINITI
11.2022 - 12.2023
- Meeting quality standards for services, & evaluation of customer satisfaction
- Conversate with members by telephone to provide information about Rx claims processing
- Keep detailed records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as action taken
- Review Rx insurance policy terms to detail whether an claim is covered for an employer group
- Contact customers to respond to inquiries, or to notify them of claim investigation results or any planned adjustments.
Patient Care Technician
THE PILL CLUB
07.2019 - 11.2022
- Provide customer service for patients in need of birth control
- Educate patients regarding all offerings from The Pill Club healthcare services
- Develop personalized care plans to address their personal health needs
- Attend ongoing training and courses to keep aware of new processes, procedures, & policies.
Rescue Associate
DIALOG DIRECT
06.2017 - 05.2019
- Provide customer service for members in need of roadside assistance for vehicles/ recreational vehicles
- Mapping customer’s locations for service
- Taking payments for over mileage
- Seeking providers to assist customers in a timely fashion
- Assist customers with roadside needs such as; tire changes, winch out services, lockout and fuel delivery.
Telephone Banker
CONDUENT
01.2016 - 04.2017
- Provided customer service to existing Union Bank Clients
- Supplying information to clients regarding their bank accounts
- Take inbound calls from bank clients, listen and understand their needs (deposits, financial transactions, adjustments, and online banking), and help to identify an solution while gathering information, researching/resolving inquiries and documenting resolutions
- Inform clients about available services and assess client’s needs.
- Handled over 30-40 incoming telephone calls.
Inbound Agent
AMERICAN HOME PATIENT
07.2015 - 12.2015
- Provided customer service to existing customers with their c-pap machine and ordering c-pap supplies
- Setting up new patients with c-pap supplies for American Home Patient.
Team Leader/ Inbound Agent
ROSEWOOD PARTNERS
10.2013 - 03.2015
- Provided customer service to customer’s seeking information on automobile needs (tires, oil and fluid changes) via inbound calls, outbound calls, email and chat
- Scheduled appointments for customers for automobile services (oil changes, tires, etc.) Provided technical support for customer’s needing assistance getting logged into their accounts accessing the website, etc.
Education
High School Diploma -
Hallsville High School
Hallsville, TX 05.2001 - 08.2004
Certified Nursing Assistant -
Ouachita Job Corps Center
Royal, AR 05.2001 -
Skills
Timeline
Associate Care Navigator
LIVINITI
11.2022 - 12.2023
Patient Care Technician
THE PILL CLUB
07.2019 - 11.2022
Rescue Associate
DIALOG DIRECT
06.2017 - 05.2019
Telephone Banker
CONDUENT
01.2016 - 04.2017
Inbound Agent
AMERICAN HOME PATIENT
07.2015 - 12.2015
Team Leader/ Inbound Agent
ROSEWOOD PARTNERS
10.2013 - 03.2015
High School Diploma -
Hallsville High School
05.2001 - 08.2004
Certified Nursing Assistant -
Ouachita Job Corps Center
05.2001 -