LeTai Saunders-Cook
Henrico,VA
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead DSP (Direct Support Professional)
True Family Services
03.2024 - Current
- Responsible for overseeing DSP's work, schedules, and assisting with time keeping approval
- Responsible for mandated reporting of clients health, safety and security to include assistance with ADL's
- Coordinates instruction of clients in accordance with individuals IEP
- Encourages clients to develop and maintain positive interpersonal skills
- Ensures physicians orders are implemented correctly
- Charting on each client during shift in Theraps app, reporting how the particular clients acted during shift
- Ensures proper medication procedures are implemented and followed for each client
- Ensures medication is signed out in MARS book
- Coordinates transportation and transport to appointments as needed
- Certified Medication aid, CPR and TOVA
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
Virtual Assistant
ADT
11.2023 - 06.2024
- Handled complex scheduled inbound calls from ADT customers
- Assisted customers virtually with complicated issues that they were experiencing with their ADT alarm system
- Utilized ADT apps to obtain consent from the customer to view the ADT alarm from the customers camera, to troubleshoot the issue
- Conducted online research to resolve more complex calls going into great detail with wiring of the ADT system
- Ability to navigate through multiple computer applications with speed and accuracy
- Adaptive problem solver supported and assisted customers based on individual needs
- Quickly responded to time sensitive material, frequently checked emails and responded to voicemails in a timely manner
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Uploaded files for team use on Google Suite and SharePoint.
Tech Support Specialist
SimpliSafe
06.2022 - 08.2023
- Handle high volume of inbound calls
- Provide top tier Customer Support to all Customers with a goal of Every home secure
- Uphold security verification requirements before discussing customer account information
- Assist customers on troubleshooting with all devices from SimpliSafe security
- Ask questions to interpret, analyze and anticipate the callers situation to resolve problems provide information or refer caller to other point of contact
- Walk new customers through the new set up process and setting up their system
- Educate customer on when and how to install critical updates, and how to maintain the system in the event of a Power outage
- Enter clear and concise data in the computer system database to maintain logs and records of calls activities and other account information
- Stay abreast of company policy changes and updates daily
- Possess strong attention to detail and accuracy
- Assist customers with orders, return and exchanges
- Handle calls pertaining to alarms / false alarms and helped them to turn the alarm off or send the customer to the Monitoring Center to determine if Fire, Police or Medical
Communications Specialist
BrownGreer PLC
11.2020 - 04.2022
- Handled a high volume of complex inbound and outbound calls from Claimants concerning The Payment Protection Program (PPP)
- Assisted Borrowers on how to complete the 3508 S Form, 3508 EZ Form and the 3508 Long Form
- Strong verbal and written communications skills to include the drafting of clear, concise emails and the presentation of questions that are pertinent to assignments
- Record notes after each call into the database, MDL Centrality according to the procedures for each program
- Possess a strong attention to detail and accuracy
- Assisted Borrowers with Deficiency Notices, Explained in great detail what they needed to provide to suffice the deficiencies
- Ability to navigate through multiple computer applications with speed and accuracy
- Capacity for performing tasks requiring high levels of analytical ability
- Displayed courteous and professional dialogue whether through email or phone
- Review calls or claims submissions and apply completeness rules to determine completeness of required documentation
- Prepare correspondence to communicate Loan Determination
- Flexibility to respond to and manage different task, Often with competing priorities
- Identify and resolve problems in a timely manner
- Worked with sensitive material that required a high level of confidentiality
- Ability to work independently with minimal supervision
- Troubleshoot with the Borrower, when they had Portal Issues
- Streamlined internal communication processes by implementing effective communication tools and platforms.
Transaction Processing Specialist
Conduent
06.2019 - 09.2020
- Captured and Validated more complex data
- Pre-adjudication of Medicaid Claims, for individuals that could not complete an application on their own due to a disability
- Evaluating and process of all components of the application, to make sure coverage was uninterrupted
- Gathered all information needed to determine if the case was to be Converted or sent to LDSS
- Ensured all demographic information was compiled into VACMS, then uploaded information into CHAMPS and DMIS, made sure all information was matching in MMIS
- Researched and analyzed issues, and ensured sufficient information is available to make decisions
- Ability to navigate through multiple computer applications with speed and accuracy
- Worked in a paperless environment where customers privacy is of utmost importance
Quality Assurance Analyst
UPS Freight
09.2017 - 01.2019
- Demonstrated ability to provide actionable insight for agents to help improve the quality of calls, while still making each one feel as though they were my number one priority
- Provided monthly reports on our Team meeting Goals
- One on one meetings with agents to help them improve and meet expectations
- Orchestrated special office events and reservations; managed customer relations and provided exemplary service to all internal/external customers
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Prior Authorization Representative
Express Scripts
04.2015 - 08.2017
- Handle inbound telephone calls, and written inquiries from pharmacists and doctors regarding prior authorization by screening and reviewing request based on benefit plan design, client specifics and clinical criteria
- Provide information to clients, participants, pharmacist and doctors regarding participants pharmacy benefit, drug coverage and provide accurate procedures for medication exceptions
- Facilitate resolution of drug coverage issues and pro-actively address, research and resolve issues while maintaining accurate and complete documentation of all inquiries for continuous improvement
- Provided exceptional customer service, addressing inquiries from both patients and healthcare providers promptly and professionally.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality in handling sensitive patient information.
Collection Clerk Representative
Three Step Collections
02.2014 - 03.2015
- Handles volume of incoming telephone calls, covering limited range of customer services in a prompt and professional manner, obtaining all information for resolution of transaction
- Works with Comcast In-House Collections on errors and discrepancies with Customer billing
- Negotiate with customers on reasonable arrangements for payment
- Process any email correspondence in a timely manner
- Answer questions regarding collection processes and billing problems
Education
High school diploma -
Skills
- Accounting
- Customer Service & Relations
- Computer Networking
- Microsoft Excel
- Benefits Administration
- Typing
- Administrative Assistant
- Outlook
- Word Processing & Typing
- Filing & Data Archiving
- Filing
- Receptionist
- Word
- Accounts Payable/Receivable
- General Accounting & Computer Operations
- Payroll
- Microsoft Word
- Accounts payable
- Customer service
- Technical support
- Quality assurance
- Analysis skills
- Windows
- Organizational skills
- Accounts receivable
- Accounting software
- Sales
- First aid and safety
- Behavior redirection
- Client Support
- Compassionate Caregiving
- Medication Administration
- Behavioral Management
- Client documentation
Certification
- Driver's License
- Certified Medication Aide, 04/01/24 to 04/30/25
- CPR Certification, 08/01/24 to 08/31/25
- TOVA certification, 08/01/24 to 08/31/25
Personal Information
Title: Cook
Timeline
Lead DSP (Direct Support Professional)
True Family Services
03.2024 - Current
Virtual Assistant
ADT
11.2023 - 06.2024
Tech Support Specialist
SimpliSafe
06.2022 - 08.2023
Communications Specialist
BrownGreer PLC
11.2020 - 04.2022
Transaction Processing Specialist
Conduent
06.2019 - 09.2020
Quality Assurance Analyst
UPS Freight
09.2017 - 01.2019
Prior Authorization Representative
Express Scripts
04.2015 - 08.2017
Collection Clerk Representative
Three Step Collections
02.2014 - 03.2015
High school diploma -
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