Letitia McCants
Jacksonville
Summary
Skilled professional with proven skills in problem-solving, customer retention, and payment processing. Demonstrated ability to resolve inquiries and maintain confidentiality while managing sensitive information. Detail-oriented professional with strong problem-solving aptitude and customer retention skills. Proficient in CRM software and claims administration, ensuring accurate payment processing and effective management of customer inquiries.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Customer Service Collections Representative
Internal Revenue Service, IRS
Jacksonville
01.2024 - Current
- Assisted taxpayers in setting up payment plans for outstanding balances.
- Managed customer inquiries regarding tax obligations and payment options.
- Resolved account discrepancies through detailed research and communication.
- Documented interactions accurately in the IRS customer management system.
- Maintained confidentiality while managing sensitive taxpayer information securely.
Claims Representative
Sedgwick Claims Management
Jacksonville
08.2023 - 01.2024
- Communicated with clients to gather necessary information foServe as the first point of contact for policyholders, managing 40-60 inbound calls per day while simultaneously handling claims administration tasks, including data entry, document processing, and managing claim files with clear, empathetic communication
- Input claim data into systems, process and route claim documents, mail, and letters, all while maintaining customer interactions across multiple channels
- Maintain a positive, professional tone and foster long-term relationships with customers, agents, and third-party administrators
- Collaborate with adjusters and other departments to ensure seamless communication and provide necessary information during the claims processr claims processing.
Residential Counselor
Jacksonville Job Corps Center
Jacksonville
12.2021 - 08.2023
- Monitored and documented resident behavior and progress regularly.
- Organized recreational activities to promote social skills and teamwork.
- Trained new staff on protocols and best practices in residential care.
- Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
- Participated in team meetings to discuss updates on client progress as well as strategies for improvement.
- Created a safe environment that promotes self-expression, respect, trustworthiness, responsibility, empathy, and acceptance among residents.
School Bus Driver
Student Transportation of America, STA
Jacksonville
07.2013 - 12.2021
- Transported students safely to and from school and events.
- Conducted pre-trip inspections to ensure bus safety and compliance.
- Communicated effectively with parents and school officials regarding transportation issues.
- Followed designated routes while adhering to traffic laws and regulations.
- Managed student behavior to promote a safe riding environment.
Customer Service Representative
TeleTech Holdings
Jacksonville
01.2013 - 10.2013
- Processed customer orders through multiple communication channels efficiently.
- Maintained detailed records of customer interactions for quality assurance.
- Resolved product-related complaints through active listening and problem-solving skills.
- Utilized CRM software to track customer feedback and service requests.
- Answered customer inquiries and provided accurate information regarding products and services.
Customer Service Representative
Allstate Corp
Jacksonville
08.2011 - 01.2013
- Educated customers on product features and services to increase satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
High School Diploma -
Samuel Wolfson High School
Jacksonville Florida06-1991
Some College (No Degree) - Social Sciences
Florida State College
Jacksonville, FLSkills
- Problem-solving aptitude
- Customer retention
- Accurate payment posting
- Creative problem solving
- Account management
- Data analysis
- Claims administration
- Organization skills
- Payment processing
- CRM software proficiency
Certification
620 All Lines Adjuster License
Timeline
Customer Service Collections Representative
Internal Revenue Service, IRS
01.2024 - Current
Claims Representative
Sedgwick Claims Management
08.2023 - 01.2024
Residential Counselor
Jacksonville Job Corps Center
12.2021 - 08.2023
School Bus Driver
Student Transportation of America, STA
07.2013 - 12.2021
Customer Service Representative
TeleTech Holdings
01.2013 - 10.2013
Customer Service Representative
Allstate Corp
08.2011 - 01.2013
High School Diploma -
Samuel Wolfson High School
Some College (No Degree) - Social Sciences
Florida State College