Summary

Overview

Work History

Education

Skills

CORE EXPERTISE

Timeline

Latyia Ware

Plano,TX

Summary

Empathetic Professional with 8 years of experience and a 5-year specialized background in high-stakes data privacy. Expert in maintaining strict HIPAA compliance and handling PII, with a proven track record of conducting proactive investigations into complex medical and property issues. Whether resolving medical authorizations or liability discrepancies, my goal is to provide every caller with a genuine human connection and true peace of mind.

Overview

years of professional experience

Work History

Crew Member

Wendy’s

Richfield, MN

08.2018 - 10.2019

Earlier Experience: Worked as a CREW MEMBER at Wendy’s – Richfield, MN
Resolved customer complaints professionally, enhancing guest satisfaction.
Took orders, prepared meals, and collected payments.
Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
Provided exceptional customer service, addressing concerns or issues promptly and professionally.

Customer Service/Cashier

Walmart

Bloomington, MN

05.2020 - 08.2020

Earlier Experience: Walmart as a Customer Service/Cashier- Bloomington, MN
Processed customer transactions efficiently using POS system.
Assisted customers with product inquiries and returns, ensuring satisfaction.
Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
Resolved customer complaints, leading to noticeable improvement in customer satisfaction ratings.

Customer Service Representative

FlyOver America

Bloomington, MN

12.2019 - 10.2020

Earlier Experience: FlyOver America as a Customer Service Representative- Bloomington, MN
Assisted customers with inquiries, providing accurate information and resolving issues effectively.
Maintained product knowledge to assist customers in making informed decisions regarding services offered.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.

TECHNICAL AND MEMBER SUPPORT AGENT

Peloton

Plano, TX

01.2024 - 01.2025

Met high-volume targets with a sense of urgency, managing 50-70+ inbound calls daily in a high-volume environment, email, and chat, ensuring timely, accurate, and empathetic service.
Investigated property damage and equipment failures, assessing liability for broken equipment and coordinating with logistics for rapid resolution.
Conducted proactive investigations into shipping and billing discrepancies to ensure customer retention and financial accuracy.
Resolved inquiries on accounts, billing, memberships, and product troubleshooting.
Documented interactions in CRM systems, creating detailed and accurate case notes.
Collaborated with service, repair, logistics, and leadership teams to resolve escalated issues.
Investigated returns/exchanges and shipping discrepancies to ensure customer satisfaction.
Exceeded KPIs in customer satisfaction scores and resolution times.

COLLECTIONS REPRESENTATIVE

Eastern Account System

01.2023 - 01.2023

Payment Resolution, managed high-volume inbound/outbound calls focused on financial recovery and patient interactions.
Financial Accuracy, calculated balances and navigated financial data to provide accurate account status to customers.
Compliance Excellence, maintained 100% adherence to FDCPA and data privacy standards while handling PII and sensitive financial negotiations.
Conflict De-escalation, used to resolve disputes and secure payment commitments on past-due accounts.

MEDICAL CUSTOMER SERVICE ACCOUNT COORDINATOR

McKesson Corporation

Irving, TX

01.2021 - 01.2022

Denials & Authorizations, supported physicians and pharmacies in navigating insurance pre-authorizations and resolving coverage discrepancies to prevent claim denials.
Root-Cause Analysis, investigated systemic document delivery failures (such as fax errors) and implemented manual tracking to ensure timely treatment delivery and billing accuracy.
Regulatory Compliance, managed sensitive PHI and insurance records in strict accordance with HIPAA and data privacy regulations.
Complex Problem Solving, acted as a liaison between providers and insurance carriers to resolve complex authorization issues, ensuring a seamless reimbursement process.