- Food Blogging
- Sharing recipes, cooking tips, and culinary experiences through blogs and social media platforms
- Dancing
- Enjoy participating in [activity] for overall physical and mental well-being
- Reading
- Fashion and Style
- Music
- Creative Writing
Leyah Whitlow(Brown)
Tallahassee
Summary
I have several years of professional customer service experience ranging from several different occupations. I am a very conscientious person when it comes to my work ethic. I am familiar with analyzing documentation, liaising between parties and handling both routine and complex issues. I am best known as a productive call center representative with many years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer service calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Looking to advance my career and future, where hard work and dedication is highly valued.
Overview
11
11
years of professional experience
Work History
Carrier Specialist
Alight NGA/ Strada/ People First
Tallahassee, FL
06.2025 - Current
- Coordinated benefits enrollment processes, enhancing user experience and streamlining communication with clients.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Conducted comprehensive policy reviews for clients seeking coverage adjustments or enhancements.
- Maintained up-to-date knowledge on industry developments, attending workshops and professional conferences regularly.
- Analyzed health insurance claims for accuracy, ensuring compliance with regulations and policies.
Refund Specialist/Reconciliation
Alight NGA/Starda/People First
Tallahassee, FL
04.2023 - 05.2025
- Logging electronic funds transfer, Journal transfers
- Research and Process Error Reports
- Enter distribution amounts
- Reversing of NSF checks
- Quality Assurance
- Research agents’ transactions to verify underpayments or recently received premiums.
- Processed refund requests efficiently, ensuring compliance with company policies and procedures.
- Collaborated with cross-functional teams to streamline refund processing workflows and improve turnaround times.
- Developed training materials to enhance team knowledge on refund systems and resolution techniques.
- Followed up on denied and unpaid claims to resolve problems and obtain payments.
- Compiled department-specific reports to help senior managers identify trends and improve progress.
Problem Resolution Specialist
Alight NGA/Starda/People First
Tallahassee, FL
06.2021 - 04.2023
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Call Center Representative
ACT Technologies
Remote
10.2020 - 06.2021
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems, and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assessed customer account information to determine current issues and potential solutions.
- Assessed customer needs and upsold products and services to maximize sales.
- Set up and activated customer accounts.
- Reviewed account and service histories to identify trends and issues. Informed customers about billing procedures, processed payments and provided setup assistance.
- Remained constantly aware of customer activity to ensure safe and secure shopping environment.
- Trained new employees on procedures and policies to maximize team performance.
Inventory Specialist
Trulieve
Quincy, FL
08.2019 - 10.2020
- Coordinated inventory, stocking, and ordering.
- Secured items and packages for transport to alleviate damage.
- Streamlined operational efficiencies by supervising inventory cycle counting processes, including accounting, and reporting of surplus, product returns and damages.
- Maintained meticulous records to track adjustments, pallet audits and errors.
- Monitored project progress and presented status to leaders to solve productivity issues.
- Developed reports for leadership compiling data and insights into inventory, trends, and sales with focus on readability and brevity.
- Supported senior leadership by collecting and maintaining vendor and organizational quantity, type, and supply value records.
- Reduced process lags by efficiently monitoring all inventory receipts and promptly processing changes.
Correctional Officer
Florida Department of Corrections
Crawfordville, FL
10.2017 - 06.2018
- Monitored daily activities to identify and manage suspicious behavior, improper conduct, and signs of conflict.
- Monitored inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Supervised residents during meal distribution and intake, recreation time and work-site performance.
- Maintained clear and open communications with facility areas to support safe operations.
- Detected potential threats and quickly defused conflicts.
- Instructed inmates on work detail and oversaw work-site transportation.
Assistant Manager
Dollar Tree Stores
Tallahassee, FL
03.2015 - 10.2016
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Completed inventory audits to identify losses and project demand. Initiated inventory control measures to manage and replenish stock, maintain cost levels, and meet customer demand.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies. Developed training, assessment and performance monitoring programs to coach and mentor employees.
Education
High School Diploma -
Amos P. Godby High School
Tallahassee, FL05.2013
Skills
- Problem Resolution
- Data Entry
- Typing
- Data Analysis
- Product Organization
- Project Management
- Computer Literacy
- Leadership
- Call Centers
- Credit/Debit Payments
- Social Skills
- Safety Methods
- Report Creation
- Merchandise Stocking
Interests
Timeline
Carrier Specialist
Alight NGA/ Strada/ People First
06.2025 - Current
Refund Specialist/Reconciliation
Alight NGA/Starda/People First
04.2023 - 05.2025
Problem Resolution Specialist
Alight NGA/Starda/People First
06.2021 - 04.2023
Call Center Representative
ACT Technologies
10.2020 - 06.2021
Inventory Specialist
Trulieve
08.2019 - 10.2020
Correctional Officer
Florida Department of Corrections
10.2017 - 06.2018
Assistant Manager
Dollar Tree Stores
03.2015 - 10.2016
High School Diploma -
Amos P. Godby High School