Summary
Overview
Work History
Education
Skills
Timeline
Generic

Leticia Hardin

Waverly,Iowa

Summary

Dedicated Administrative and Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. To expand and continue my career in a growing business environment using my effective communication, interpersonal, and leadership skills, which I have acquired over the past few years. Working with youth and community to provide mentoring and life skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

18
18
years of professional experience

Work History

Executive Pastor worship and Youth Pastor

Celebration First Church
Waterloo, IA
05.2024 - Current
  • Provide leadership and oversight for church staff and day-to-day operations.
  • Implement the vision and strategy set by the Lead Pastor and elders.
  • Oversee budgeting, financial management, and reporting.
  • Lead human resources, including hiring, evaluations, and staff development.
  • Coordinate ministry planning and alignment across departments.
  • Ensure church policies, procedures, and systems are efficient and effective.
  • Support spiritual and leadership development among staff and key volunteers.
  • Proven experience in organizational leadership (church or corporate).
  • Strong administrative, communication, and strategic planning skills.
  • Ability to lead and mentor others in a collaborative environment.

Customer Service Advocate

CARVANA
Tempe, AZ
09.2021 - 04.2023
  • Worked in the office and transitioned to work from home.
  • Website support to help customers place orders online to buy a car.
  • Speak with internal and external customers in an inbound/outbound.
  • Process returns and swap vehicles.
  • Handle escalations and pushed schedule vehicle appointments.
  • Notify customers of cancels orders or documents needed for verification and state registration.
  • Verify account activity and take appropriate action to minimize potential fraud.
  • IT support to all customers and tech support troubleshooting.
  • Maintain daily and monthly performance standards, including those pertaining to quality and quantity.
  • Programs work day, Slack, Zoom Okta Salesforce and Algeria.
  • Perform all other miscellaneous duties as assigned.

Fraud Detection Representative

PSCU
Phoenix, AZ
10.2020 - 09.2021
  • Worked in the office and transitioned to work from home.
  • Review electronic cases produced by the Falcon Fraud Detection System.
  • Speak with internal and external customers in an inbound/outbound call center.
  • Analyze transaction patterns and respond quickly to high-risk situations.
  • Identify-changing fraud trends document and report to appropriate department personnel in a timely manner to assist in the reduction of fraud loss.
  • Verify account activity and take appropriate action to minimize potential fraud loss and customer inconvenience as well as controlling and managing calls.
  • Process Lost/Stolen account calls. Use a Knowledge base to review and maintain updated procedures.
  • Maintain daily and monthly performance standards, including those pertaining to quality and quantity.
  • Perform all other miscellaneous duties as assigned.

Use Director System

Shamrock Foods
02.2020 - 09.2020
  • Company Overview: Insight Global, Contractor for Shamrock Level 1 Support Team
  • Provide Customer Service and Technical support to over 4,000 end users nationally for Shamrock Foods.
  • Assisting Truck Drivers with any technical support, deliveries orders and password reset on devices.
  • Maintain user access to Shamrock Foods Enterprise Network and applications.
  • Work from home assisting by remoting into users' computers to assist with troubleshooting.
  • Take inbound calls from a dialer system, Incontact /Nice assist users that use Salesforce.
  • Use Active Directory to reset passwords, unlock users account, enable and disable user account.
  • Process termination request by removing access for terminated employees.
  • Add and remove users from distribution list and groups.
  • Grant access to Shamrock programs and share files.
  • Assist with remapping Drivers in File explore.
  • Work with VPN, Global Protect and run Global Protect updates on user computer.
  • Grant user access to Phone systems such as Fuze, Skype, and Microsoft teams.
  • Help users set up virtual meetings through outlook.
  • Assist with Microsoft office 365 sign in and programs.
  • Set up Microsoft authenticator on user cell phones and iPad.
  • Use Director System to end any hung sessions user may be experiencing in CITRIX.
  • Reset CITRIX receiver and profile.
  • Offer Desk top support assisting with any Monitor, desktop and docking station troubleshooting.
  • Answer, record, solve and track request by creating a Service Request ticket for all callers.
  • Work tickets that come in throughout the day.
  • Respond to user if more information is needed.
  • Help support and administrate proprietary Shamrock Foods applications.
  • Effectively communicate processes, procedure, and time sensitive/critical technical information to all Shamrock Foods associates.
  • Escalate time sensitive issues.
  • Assist all users working remotely to set up workstation.
  • Assist with Printer set up and Printer drivers.
  • Assist with remapping drivers when needed.
  • Use Windows OS and Microsoft system support.
  • Evaluate, Isolate and resolve hardware/software issues.
  • Assist in Windows 7 & Windows 10.
  • Escalate tickets and reroute caller to correct department.
  • Insight Global, Contractor for Shamrock Level 1 Support Team

Work From Home Technical Support Maintain Computer Update and Set Up

Conifer Health Solutions
Phoenix, AZ
11.2018 - 01.2020
  • Company Overview: Tenet Health
  • Providing customer service and IT support to patients regarding benefit eligibility and online portal navigation.
  • Create tickets escalations such as IT support, refunds and follow up that had not received an update on file.
  • Work from Home Technical support maintain computer update and set up.
  • Use VPN sign in from home and troubleshoot when programing not responding.
  • Create ticket with help desk support when system and programs not responding to troubleshoot process.
  • Obtain authorizations and notifications throughout the patient's Insurance provider.
  • Partners with the clinical care team and insurance providers to ensure continued coverage of patient care.
  • Advised providers and patient of Co-pay fees and reimbursement regarding in and outpatient and Emergency Room or inpatient visit / treatment.
  • Communicate with Health insurance companies such as Humana, Highmark, Blue Cross Blue Shield etc. verifying eligibility and providing Dates of service.
  • Receive inbound calls from Physicians, Registered Nurses and Insurance representatives regarding patient scheduling, authorizations and claims that have been approved or denied by health insurance providers.
  • Offer support to Doctors requesting visits for patients, authorization.
  • Maintain and restore customer satisfaction and partner with other teams as needed.
  • Develop rapport with patients and members and appropriately provided explanation of account balance and copay, coinsurance and deductible amounts.
  • Provide accurate information regarding Explanation of Benefits (EOB).
  • Perform problem analysis, problem determination and recommended resolutions to the caller in accordance with standard protocol.
  • Escalate issues internally and follow up on escalated issues.
  • Call center Multi line phones, in and outbound calls, all other clerical duties.
  • Order itemized billing/UBO4 requested by patients.
  • Accounts receivable, and set up Payment plans for patients.
  • Provide website navigation over the phone.
  • Submit and process escalations, provide participating facility locations that patients attend services at.
  • Conducted customer service surveys.
  • Resolved customer issues.
  • Worked in the inbound call center.
  • Responded to inquiries and issues.
  • Responsible for troubleshooting applications.
  • Updated spreadsheets for job production.
  • Tenet Health

Customer Service / Sales Representative

Transperfect
Tempe, AZ
06.2017 - 02.2018
  • Provide customer service communicating to Ambassadors and Customers through inbound and outbound calls, online chat and inbound and outbound emails.
  • Assist with setting up an account, making payments, processing refunds.
  • Process returns, replacements and exchanges for Customers and independent Ambassadors.
  • Communicate commission breakdown.
  • Provide training of all policy and procedures. And online website training.
  • Provide technical support.
  • Provide information on the product quality.
  • Track packages, place orders, process payments online for customers.
  • Provide all other clerical duties and customer service.
  • Use multiple web browser software and programs to assist and research to assist customers.

Customer Service Agent/ Sales

Stella & Dot
Scottsdale, AZ
08.2014 - 06.2017
  • Customer service support assisting with technical issues on the company website.
  • Assist with setting up an account, making payments, processing refunds.
  • Process returns, replacements and exchanges for Customers and Independent Stylist.
  • Advise customers and stylist on how to ship items back to the warehouse.
  • Provide customer service communicating to Stylist and Customer through inbound and outbound calls, online chat and inbound and outbound emails.
  • Communicate commission breakdown, orders placed, and any adjustments that were made to stylist commission or percentage payout.
  • Provide training of all policy and procedures. And online website training.
  • Provide technical support such as reset customer passwords, set up account, activate and suspend account.
  • Provide information on the product quality.
  • Track packages, place orders, process payments online for customers.
  • Provide all other clerical duties and customer service.
  • Use multiple web browser software and programs to assist and research to assist customers.

Customer Service Representative

Healthways
Chandler, AZ
12.2011 - 08.2014
  • Provide customer service to patients regarding benefit eligibility.
  • Partners with insurance providers to ensure continued coverage of patient care.
  • Advised providers of Co-pay fees and reimbursement regarding in and outpatient treatment.
  • Communicate with Health insurance companies such as Humana, Highmark, Blue Cross Blue Shield etc. verifying eligibility.
  • Receive inbound calls from Physicians and Registered Nurses regarding patient scheduling, authorizations and claims that have been approved or denied by health insurance providers.
  • Offer support to Doctors requesting visits for patients, authorization and care registration.
  • Maintain and restore customer satisfaction and partner with other teams as needed.
  • Develop rapport with patients and members and appropriately adjust communication style.
  • Provide accurate information about Healthways programs and services.
  • Perform problem analysis, problem determination and recommended resolutions to the callers in accordance with standard protocol.
  • Escalate issues internally and follow up on escalated issues.
  • Call center Multi line phones, in and outbound calls, all other clerical duties.
  • Order membership cards and request mailings.
  • Provide website navigation over the phone.
  • Submit and process escalations, provide participating locations that members can use Silver Sneakers Program.

Intern

Church of the Remnant
Phoenix, AZ
08.2010 - 05.2011
  • Director to children and youth program and recreational events.
  • Help coordinate outreach events for the Community, Youth and Families.
  • One on One Life Coaching.
  • Technical support Setting up lap lot and projector for presentation.

Administrative Coordinator, Drug and Substance Abuse Policy

Governor's Office for Children, Youth and Families
, Arizona
06.2007 - 10.2009
  • Scheduled meetings and appointments for the Deputy Director and Assistant Directors.
  • Arranged out-of-town travel (Airfare, hotel, per diem, etc.) for staff members and Board if applicable.
  • Arranged Board meeting preparations, logistics, reports, materials, meeting notices.
  • (According to Open Meeting Law and minute) Offered IT support to Deputy Directors by setting up all electronics and computers such as laptops, projectors and screens.
  • Table and chair set up for meeting/conference.
  • Create support ticket for escalated IT support if needed.
  • Move computer equipment from within the office and out of office from one location to another in town and out of town if travel was required.
  • Provides conference coordination and event preparation, in conjunction with internal and external staff members.
  • Office Support, all Other Clerical duties.

Education

Certificate of Completion in Real Estate - Biblical Studies and Youth Outreach

Arizona Christian University
Phoenix, AZ
12.2012

Deploma/ Certificate in Cosmetology -

South Mountain Community College
01.2005

High school diploma - General Studies

Earls Academy of Beauty
Mesa, AZ
05.2004

South Mountain High School
Phoenix, AZ
05.1996

Skills

  • Active Directory
  • Citrix
  • Help Desk
  • Technical Support
  • VPN
  • Network Support
  • Software Troubleshooting
  • Microsoft Windows
  • IT Support
  • Operating Systems
  • Microsoft Windows Server
  • Troubleshooting
  • Microsoft Excel
  • English
  • Microsoft Word
  • Microsoft Powerpoint
  • Customer service
  • Human resources
  • Strategic planning
  • Organizational management
  • Data analysis
  • Team collaboration
  • Conflict resolution
  • Technical support
  • Event coordination
  • Performance evaluation
  • Mentoring
  • Microsoft office
  • MS office
  • Written communication
  • Active listening
  • Time management
  • Public speaking
  • Remote office availability
  • Good Telephone Etiquette
  • Friendly, positive attitude
  • Flexible and adaptable
  • Leadership

Timeline

Executive Pastor worship and Youth Pastor

Celebration First Church
05.2024 - Current

Customer Service Advocate

CARVANA
09.2021 - 04.2023

Fraud Detection Representative

PSCU
10.2020 - 09.2021

Use Director System

Shamrock Foods
02.2020 - 09.2020

Work From Home Technical Support Maintain Computer Update and Set Up

Conifer Health Solutions
11.2018 - 01.2020

Customer Service / Sales Representative

Transperfect
06.2017 - 02.2018

Customer Service Agent/ Sales

Stella & Dot
08.2014 - 06.2017

Customer Service Representative

Healthways
12.2011 - 08.2014

Intern

Church of the Remnant
08.2010 - 05.2011

Administrative Coordinator, Drug and Substance Abuse Policy

Governor's Office for Children, Youth and Families
06.2007 - 10.2009

Certificate of Completion in Real Estate - Biblical Studies and Youth Outreach

Arizona Christian University

Deploma/ Certificate in Cosmetology -

South Mountain Community College

High school diploma - General Studies

Earls Academy of Beauty

South Mountain High School

Similar Profiles

CREATE PROFILE
Leticia Hardin