Louricia Laurenfort
Conley,GA
Summary
Proven track record in enhancing customer satisfaction and streamlining financial transactions, as demonstrated at American Health Marketplace. Skilled in dispute resolution and relationship building, I excel in fast-paced environments, leveraging computer skills and teamwork to exceed client expectations. Achieved significant improvements in customer service efficiency and accuracy. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Member Service Representative
American Health Marketplace
03.2022 - 03.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
Accounting Clerk
Mims Production
12.2018 - 02.2022
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
- Maintained accounting records utilizing in-house and client systems.
- Input high volume of monthly invoices with consistent accuracy.
- Assisted in payroll processing tasks such as timesheet validation, overtime calculation, benefits administration, and tax deductions.
Card Services Representative
SunTrust Bank
11.2015 - 12.2018
- Developed and retained customer relationships through active listening and using defined processes to address customer needs.
- Collaborated with other departments for timely resolution of complex issues, ensuring customer satisfaction.
- Provided outstanding customer service on phone and in person.
- Increased efficiency in dispute resolution, maintaining detailed documentation and thorough investigations.
- Contributed to a positive team environment, sharing knowledge, skills, and expertise with colleagues as needed.
Claim Specialist
State Farm
04.2010 - 11.2012
- Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
- Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
- Conducted thorough investigations into insurance claims to determine coverage eligibility and appropriate compensation amounts.
- Enhanced customer satisfaction with prompt and accurate claim resolutions, resulting in positive feedback and increased client retention.
- Provided exceptional customer service during difficult situations, displaying empathy while explaining complex claim issues clearly to clients.
- Collaborated closely with adjusters to ensure accurate, fair, and timely claims settlements for all involved parties.
Education
Bachelor of Science -
Georgia State University
Atlanta, GA06.2016
Skills
- Customer Service
- Financial Transactions
- Customer Support
- Credit Union Knowledge
- Call center experience
- Dispute Resolution
- Issue Resolution
- Teamwork and Collaboration
- Relationship Building
- Computer Skills
- Customer Relationship Management (CRM)
- Administrative and Office Support
- Data Entry
Timeline
Member Service Representative
American Health Marketplace
03.2022 - 03.2024
Accounting Clerk
Mims Production
12.2018 - 02.2022
Card Services Representative
SunTrust Bank
11.2015 - 12.2018
Claim Specialist
State Farm
04.2010 - 11.2012
Bachelor of Science -
Georgia State University