La’Tricia Thornton
Houston,TX
Summary
Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with demonstrated passion for meeting company needs with consistent and organized practices.
Overview
5
5
years of professional experience
2018
2018
years of post-secondary education
Work History
Technical Support Specialist
Global Industrial
Buford, GA (REMOTE)
01.2024 - 08.2025
- Provided technical assistance to customers over the phone and through email.
- Monitored incoming support tickets, responding quickly when needed.
- Identified customer needs and provided appropriate solutions.
- Resolved customer inquiries in a timely manner, ensuring customer satisfaction.
- Assisted customers in troubleshooting hardware and software issues.
- Adhered to established policies and procedures related to customer service operations.
Healthcare Customer Service Representative
Alorica
Fort Lauderdale, FL (REMOTE)
02.2023 - 12.2023
- Maintained client confidentiality according to HIPAA regulations at all times.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Placed orders for members using their OTC benefits.
- Assisted Members with getting EOBs mailed to them or directed them to our website to find the EOB documents.
- Provided the members with their copays for prescriptions and doctor visits as well assist them with scheduling appointments for visits.
Customer Service Specialist
Sierra Trading Post
Framingham, MA (REMOTE)
11.2020 - 01.2023
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Processed customers' orders over the phone and provided follow-up services to ensure satisfaction with products or services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
High School Diploma -
Madison High School
Tallulah, LASkills
- Documentation And Reporting
- Insurance Verification
- Claims Processing
- HIPAA
- Appointment Scheduling
- Medical terminology knowledge
- Medical Terminology
- Phone and Email Etiquette
- Eligibility Determination
- Resolving issues
- Communicating with clients
- Complaint resolution
- Payment Processing
- Product Knowledge
- Gathering information
- Calm disposition
- Database Research
- Problem-solving skills
- Customer Support
- Data Entry
Customer Service - Call Center Customer Service
- Verbal and written communication
Affiliations
- Reading
- Writing
- Volunteering
Volunteering
- BARC Animal Shelter & Adoptions (November 2022)
- Goodwill Houston (October 2023)
Timeline
Technical Support Specialist
Global Industrial
01.2024 - 08.2025
Healthcare Customer Service Representative
Alorica
02.2023 - 12.2023
Customer Service Specialist
Sierra Trading Post
11.2020 - 01.2023
High School Diploma -
Madison High School