Summary
Overview
Work History
Education
Skills
Timeline
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Latoya Mccurdy

Customer Service Rep
Jesup,GA

Summary

Dynamic Health Insurance Agent with Cigna, skilled in policy analysis and negotiation. Proven track record of enhancing client satisfaction through effective communication and financial acumen. Successfully streamlined application processes, resulting in faster approvals. Recognized for resolving complex claims issues, fostering trust, and empowering clients to make informed decisions about their health insurance options.

Overview

16
16
years of professional experience

Work History

Health Insurance Agent

Cigna
01.2023 - 01.2025
  • Maintained compliance with all industry regulations while completing paperwork accurately and efficiently.
  • Educated clients on the intricacies of their health insurance policies, empowering them to make informed decisions.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Efficiently managed high-pressure situations such as claim denials or unexpected policy cancellations.
  • Conducted thorough research on available health insurance plans, staying up-to-date on industry trends and policy changes.
  • Provided comprehensive customer service to drive client satisfaction.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
  • Assisted clients in resolving claims-related issues promptly, alleviating stress during difficult times.
  • Compiled and maintained client records to monitor health insurance policies and premiums paid.
  • Streamlined the application process for clients, resulting in faster approvals and fewer errors.
  • Developed and maintained client databases to track customer service interactions and evaluate service quality.
  • Used [Software] to process benefit transactions.
  • Assisted clients with filing and tracking health insurance claims to facilitate swift settlements.
  • Enhanced team collaboration through consistent communication and sharing of best practices among colleagues.
  • Ensured seamless transition between policies by properly coordinating client renewals or adjustments.
  • Provided exceptional customer service, leading to numerous referrals and a growing client base.

Call Center Representative

Amazon
01.2018 - 05.2022
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Drive-Thru Cashier

Wendys Restaurant
08.2015 - 10.2017
  • Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
  • Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
  • Maintained clean and organized workstations, adhering to strict health and safety guidelines.
  • Maintained clean, tidy and orderly work station to uphold company standards.
  • Followed food safety and sanitation guidelines at all times.
  • Assisted customers with menu items and accurate order fulfillment.
  • Managed cash transactions for a high-volume drive-thru, maintaining accuracy and efficiency.
  • Demonstrated excellent customer service skills to increase customer satisfaction.
  • Understood restaurant menu, limited-time offers and promotions to answer guest questions.
  • Developed strong communication skills while interacting with diverse clientele daily.
  • Established effective rapport with returning customers, fostering a welcoming environment at the drive-thru window.
  • Cross-trained in other areas of restaurant to provide additional support during busy periods.
  • Crosstrained in front counter operations to provide additional support as needed during busy periods or staff shortages.
  • Enhanced customer satisfaction by providing fast and accurate order processing at the drive-thru window.
  • Consistently met or exceeded performance goals set by management in regard to speed of service metrics while maintaining an unwavering focus on quality control measures in food preparation tasks performed as needed during busy periods or staff shortages.
  • Contributed to improved overall sales numbers through upselling techniques and suggestive selling strategies.
  • Recognized for excellent customer interactions due to ability to quickly assess individual needs while maintaining a positive attitude even under stressful conditions.
  • Balanced cash registers at the beginning and end of each shift, ensuring accurate accounting records were maintained.

Customer Service Representative Team Lead

R & J Tax Services
09.2008 - 05.2014
  • Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Streamlined team efficiency by implementing new procedures for handling customer requests.
  • Fostered a positive work environment that encouraged collaboration and teamwork among employees.
  • Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
  • Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation.
  • Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.

Education

High School Diploma -

Miami Central Senior High
Miami, FL
06-2005

Skills

  • Policy analysis
  • Health insurance
  • Negotiation
  • Financial acumen

Timeline

Health Insurance Agent

Cigna
01.2023 - 01.2025

Call Center Representative

Amazon
01.2018 - 05.2022

Drive-Thru Cashier

Wendys Restaurant
08.2015 - 10.2017

Customer Service Representative Team Lead

R & J Tax Services
09.2008 - 05.2014

High School Diploma -

Miami Central Senior High

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Latoya MccurdyCustomer Service Rep