LATUNYA SMITH
Florissant,MO
Summary
Customer Service Team Lead at Express Scripts with extensive experience in operations management and client relations. Specializes in training and development, creating effective learning environments. Proven ability to resolve complex issues and enhance customer satisfaction through optimized processes and clear communication.
Overview
31
31
years of professional experience
Work History
Customer Service Team Lead
Express Scripts
Berkeley, MO
01.2021 - Current
- In charge of looking into and resolving difficult and escalated customer service inquiries, complaints, and concerns while gathering the facts required by policies, processes, or practices, may function as the main point of contact for one or more important clients, insurance companies, service centers, and/or departments, finds the best way to fix issues while guaranteeing clients happiness and policy compliance.
- Provide guidance and counseling, coaching, and direction to more team members, independently, working under limited supervision.
- Projects: New Hire Call Shadowing, Refreshers and engagements, TAP Trainer Shadowing, TAP Trainer Best Practice Training, NH Training Modules, MCC Engagement Committee, RX Bootcamp, Big Brother Big Sister Program, and Night Shift Phase Out.
Prescription Benefit Specialist/SME/TAP Trainer
Express Scripts
01.2019 - 01.2021
- Manage Inbound/Outbound calls to members offering the advantage of home delivery services for their prescriptions.
- Educate members on their plan design, accurately, processing the required information to obtain doctors approval for home delivery services while following HIPPA Laws.
- Liaison between agents and leadership solving problems on the floor.
- Training and uptraining for new hires and current agents on policies and procedures within their job roles, company policies and procedures.
Customer Service Representative/Cashier/MOD
Schnucks MKT
Florissant, MO
04.2017 - 06.2019
- Assisted approximately forty customers daily through inbound calls.
- Delivered an exceptional level of customer service.
- Processed all transactions efficiently and timely.
- Bagged, boxed, or wrapped goods and perishables.
- Checked prices and arranged for carryout to customer vehicles.
- Minimized long register lines by providing timely sales transactions.
- Accepted cash, check, credit, and debit payments.
- Stocked Inventory.
- Reconciled cash drawers at the start and end of shift.
School Bus Driver/Trip Biller
Durham School Services
Lewisville, TX
08.2015 - 01.2017
- Vehicle inspections were one of my daily duties.
- Able to maneuver effectively.
- Complied with transit protocols and traffic laws.
- Rearranged routes when scheduled additions and cancellations required adjusting.
- Complied with rules by maintaining documents like billing invoices and vehicle logs.
- Used a telephone or a mobile two-way radio to report delays, collisions, or other traffic and transportation issues to the base or other vehicles.
- By communicating with certain individuals, I made sure that bills submitted by me to the school district and officials, Durham received payment for their services provided for school functions.
Quality Control Inspector
Staples
Coppell, TX
10.2014 - 08.2015
- Communicated with floor managers to determine merchandise placement.
- Stacked and transported all overstock to storage areas.
- Inspected shipment for quality and accuracy.
- Used computer and company software to enter shipment and inventory records.
- Staged and sorted products for loading.
- Assembled customer orders from stock.
- Marked containers with required information or attached identification tags.
- Used daily production sheets to accurately record the quantity of units managed.
Healthcare Assistant
Amazing Healthcare
Florissant, MO
03.2013 - 08.2014
- Assisted clients with care and daily living needs.
- Provided Transportation to appointments.
- Recorded and took vital signs when required.
School Bus Driver
Durham School Service
Florissant, MO
09.2004 - 08.2014
- Vehicle inspections were one of my daily duties.
- Able to maneuver effectively.
- Obeyed traffic laws and transportation procedures.
- Reconfigured routes when scheduled additions and cancellations required adjusting.
- Maintained records such as vehicle logs and billing statements in accordance with regulations.
- Reported delays, accidents, or other traffic and transportation situations to base or other vehicles using telephone or mobile two-way radio.
Manager
Steak n Shake Enterprise Inc.
St. Louis, MO
04.1995 - 05.2005
- Provided onsite training.
- Prepared correspondence, accounting, and financial documents for analysis.
- Optimized profits by controlling food, beverage, and labor costs daily.
- Built sales forecasts and schedules to reflect the desired productivity targets.
- Championed 100% guest satisfaction by providing excellent dining experience.
- Managed accounts payable, accounts receivable and payroll.
- Performed restaurant walkthrough to gauge timelines and excellent service quality.
- Coached team members on food safety and sanitation processes, customer service, menu education and up selling techniques to drive revenue.
- Counseled and disciplined staff when necessary.
- Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines.
Education
Bachelor of Science - Business Administration/Healthcare Mgt
Walden University Online
07-2025
High School Diploma - Detroit, MI
Henry Ford High School
Detroit, MI01.1987
Accounting -
Colorado Technical University Online
Colorado Springs, COColorado Springs, CO
Skills
- Operations management
- Computer proficiency
- Client focus
- Training and development
- Positive learning environment
- Adaptive learning
- Financial processing
- Communication excellence
- Time management
- Talent development
- Vision and purpose alignment
- Effective communication
- Work process optimization
Accomplishments
- Certified by Medic First as a First Aid/CPR/AED Instructor
- Bonded Notary by the State of Missouri
- CDL Endorsement
- Pharmacy Technician
Timeline
Customer Service Team Lead
Express Scripts
01.2021 - Current
Prescription Benefit Specialist/SME/TAP Trainer
Express Scripts
01.2019 - 01.2021
Customer Service Representative/Cashier/MOD
Schnucks MKT
04.2017 - 06.2019
School Bus Driver/Trip Biller
Durham School Services
08.2015 - 01.2017
Quality Control Inspector
Staples
10.2014 - 08.2015
Healthcare Assistant
Amazing Healthcare
03.2013 - 08.2014
School Bus Driver
Durham School Service
09.2004 - 08.2014
Manager
Steak n Shake Enterprise Inc.
04.1995 - 05.2005
Bachelor of Science - Business Administration/Healthcare Mgt
Walden University Online
High School Diploma - Detroit, MI
Henry Ford High School
Accounting -
Colorado Technical University Online