Latricia Myers

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards policy and procedures, and protocols including but not limited to confidentiality and privacy policies.
• Track and document all inquiries using the applicable systems. Meet Quality Assurance (QA) and other key performance metrics.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and system

Maximus Services LLC: 08/2022 - 12/2022

UnitedHealth Care Vision: 11/2012 - 06/2013

• Resolved customer inquiries by utilizing CRM software, ensuring timely and accurate information delivery.
• Respond to over 100+ calls a day and guided customers through insurance policy selection for vision care and wear.
• Inform member of there frequencies, coverage, co-pay and provider locations for services.

• Processed customer transactions efficiently using point-of-sale systems.
• Managed cash drawer, ensuring accurate cash handling and reconciliation.
• Assisted customers with inquiries, providing exceptional service and support.
• Collaborated with team members to maintain organized checkout areas.
• Trained new staff on operational procedures and customer service standards.

• Bus Information Center - Assist with inbound calls with bus schedule, fare, and special event transportation information such as location, time, and connecting bus to destination. Total Quality Rating is 93 -97%: Quality Monitoring of 98%: Calls Per Hour of 32 - 36 calls.
• RideStore Center - Assist customer in person with purchasing any Metro items such as: yearly, monthly, and weekly bus passes also tokens, MetroLift passes. Also provided any assisting with Metro relative questions that may arise. Also responsible for opening and closing out tilt draw and inventory and stocking of store.
• MetroVan Transportation - Assist over 1500 customer in the carpool/vanpool program with matching patron with others for sharing transportation in the carpool/vanpool enviroment. The program provides transportation for customers that do not have bus service in the Houston and surrounding area.