Na'Keida Lathan
Summary
Dedicated and detail-oriented Client Support Specialist with over 7 years of experience in customer service, onboarding, training and technical support. 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
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
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
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
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
High School Diploma -
Valhalla High School
Skills
- Customer relationship management
- Performance tracking
- Retention management
- Coaching and onboarding
- Software knowledge
- Training best practices
References
Allison (Direct Manager): 561-801-1710
Karen Elizabeth (Direct Supervisor): 760-532-4418
Sergio Garcia (Store Manager): 619-701-5600
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