Latoyia Harden
Arlington,TX
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Care Advocate
Ricca Chemical Company
Arlington, TX
08.2021 - Current
- Process customer orders quickly and carefully, verifying customer accounts, ship to locations, routing and processing instructions (etc.), to ensure order accuracy
- Answer inbound telephone calls
- Promptly process customer requests for Proof of Deliveries, Invoice Copies, Certificates of Analysis, Safety Data Sheets, etc
- Collaborated with team members and internal departments
- Perform data maintenance activities for customer accounts and orders
- Record and respond to customer issues/complaints in a timely manner, employing problem solving skills to provide best win-win customer resolution to increase overall customer satisfaction
- Process customer return request
- Process damage claims forms with the various transportation carriers as needed
- Record credit card information
Customer Service Representative II
Kaiser Permanente
Duluth, GA
11.2018 - 08.2021
- Available to handle member inquiries regarding: Web Support, Order ID Cards, File and manage complaints
- Fullfilled Insurance eligibility, Benefit, and Correspondence Inquiries
- Handled request for Adding and Removing Dependents
- Assist with Medicare member's inquiries for 3 regions
- Handled insurance premium questions and payments
- Assisted with hospital and professional Billing Inquiries and processed and applied payments
- Handled medical and dental claims Inquiries from providers and members
- Assisted Claim Referral/authorization Inquiries
- Apart of Post Stabilization Notification and Authorization Project
Customer Service Representative
Hancock Claims Consultants
Alpharetta, GA
07.2016 - 10.2018
- Communicated with customers by telephone to set, reschedule, or cancel appointments
- Dispatched technicians
- Resolved service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; escalating the issue if necessary
- Responsible for finding resources to accommodate last minute appointments
- Participated as a key team player by supporting department functions
Assistant II
Gwinnett Technical College
Lawrenceville, GA
03.2016 - 06.2016
- Assistant in the Financial aid department
- Helped in preparing student aid documents scanning and indexing, answering calls and questions concerning financial aid eligibility and awarding process
Education
Associate in Science (AS) - Accounting
Gwinnett Technical College
Lawrenceville, GA05.2016
College Prep -
Alpharetta High School
Alpharetta, GA01.2007
Skills
- Microsoft office
- Customer Service
- Call Center
- CSR
- Customer Care
- Customer Support
- HIPAA
- QuickBooks
- IVR
- Tax Experience
- Accounting
- Payroll
- General Ledger Accounting
- Accounts Payable
- Journal Entries
- Account Reconciliation
- Technical Support
- Epic
- Office Management
- Accounts Receivable
- Follow-up skills
- Dispute resolution
- Escalation management
- Complaint handling
- Data entry proficiency
- Call center experience
- CRM software proficiency
- Empathy display
- Email correspondence
- Billing coordination
- Custom order management
Certification
- Tax Preparation Specialist, 06/01/14
- Office Accounting Specialist, 06/01/14
- Computerized Accounting Specialist, 06/01/14
- Early Childhood Education, 06/01/16
- QuickBooks, 06/01/16
- Driver's License
- Real estate salesperson license, 01/01/19
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Analyzing data, Proficient, 05/01/21
- Customer focus & orientation, Proficient, 05/01/21
- Administrative assistant/receptionist, Proficient, 06/01/21
- Basic bookkeeping, Proficient, 07/01/21
- Protecting patient privacy, Proficient, 04/01/22
- Spreadsheets with Microsoft Excel, Proficient, 11/01/20
- Project timeline management, Proficient, 07/01/21
- Data entry: Attention to detail, Proficient, 07/01/21
- Office manager, Proficient, 07/01/21
- Medical billing, Proficient, 04/01/22
- Call center customer service, Proficient, 07/01/21
- Managing accounts in QuickBooks, Proficient, 07/01/22
- Customer service, Proficient, 05/01/21
- Work motivation, Proficient, 03/01/21
- Attention to detail, Proficient, 07/01/21
- Analyzing data, Proficient, 03/01/22
Timeline
Customer Care Advocate
Ricca Chemical Company
08.2021 - Current
Customer Service Representative II
Kaiser Permanente
11.2018 - 08.2021
Customer Service Representative
Hancock Claims Consultants
07.2016 - 10.2018
Assistant II
Gwinnett Technical College
03.2016 - 06.2016
Associate in Science (AS) - Accounting
Gwinnett Technical College
College Prep -
Alpharetta High School