Na'Keida Lathan
San Diego
Summary
Dedicated and detail-oriented Client Support Specialist with over 7 years of experience in customer service, technical support, onboarding and software troubleshooting. Proven ability to manage client relationships, solve technical issues, train internally and externally, and deliver effective solutions in fast-paced environments. Adept at using Slack, Zendesk, Confluence and Jira, with strong communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Client Support Specialist II (EMR)
Kipu Health
Miami, FL (Remote)
04.2022 - Current
- Manage client inquiries and technical issues across phone, chat, and email platforms, ensuring effective resolution for EMR software users.
- Execute comprehensive diagnostics and troubleshooting procedures to optimize operational efficiency.
- Onboard new facilities by ensuring all necessary features are enabled and staff are trained to ensure best client workflows.
- Ensured fulfillment of facility basic needs by providing navigation assistance for various benefits and services.
- Develop and implement programs for new internal employees on EMR technology to ensure proficiency in accessing company systems and performing job functions.
- Oversaw software integration processes and cultivated in-depth product knowledge.
- Adhered to HIPAA and organizational standards to uphold confidentiality of patient health information and medical records.
- Streamlined processes by managing multiple systems concurrently, ensuring swift and accurate problem resolution.
Customer Support Specialist
Veyo
San Diego
05.2019 - 04.2022
- Provided comprehensive assistance to clients utilizing non-emergency medical transportation services to enhance service experience.
- Managed weekly background screening processes for a high volume of applicants exceeding 100 individuals.
- Coordinated interactions among customers, drivers, and insurance providers to ensure seamless service delivery.
- Conducted data analysis and collaborated with development teams to optimize app functionality.
- Delivered prompt and effective solutions to client issues via telephone and email correspondence.
Shift Manager
Starbucks
San Diego
12.2016 - 05.2019
- Oversaw shift management and developed employee schedules to ensure operational efficiency.
- Ensured customer satisfaction by delivering high-quality service and resolving issues promptly.
- Facilitated enjoyable customer experiences during high-traffic periods to maintain a vibrant environment.
- Facilitated training for new hires and ensured adherence to company standards.
- Oversaw inventory management to optimize stock levels and reduce store waste. Analyzed weekly food reports to ensure strategic planning for upcoming deliveries.
Sales Associate
Tilly’s
San Diego
11.2015 - 04.2018
- Administered daily cash register functions, maintaining operational integrity during opening and closing shifts.
- Delivered high-quality service to support customer satisfaction and strengthen loyalty.
- Helped customers complete purchases, locate items, and join reward programs.
Education
No Degree - Digital Communications And Media
Grossmont College
San DiegoHigh School Diploma -
Valhalla High School
San Diego06.2015
Skills
- Customer-facing communication
- Technical desktop support
- Customer relationship management
- Strengthening client connections
- Coaching and onboarding
Timeline
Client Support Specialist II (EMR)
Kipu Health
04.2022 - Current
Customer Support Specialist
Veyo
05.2019 - 04.2022
Shift Manager
Starbucks
12.2016 - 05.2019
Sales Associate
Tilly’s
11.2015 - 04.2018
No Degree - Digital Communications And Media
Grossmont College
High School Diploma -
Valhalla High School