LaTasha Harvey
Professional Customer Service Representative
Dallas,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Reliable employee seeking customer service position. Offering excellent communication and good judgment. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Healthcare Provider
Care Alot Home Health
Lancaster, TX
09.2019 - Current
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Completed household management tasks for clients within private home settings.
- Monitored progress and documented patient health status changes to keep care team updated.
- Administered medication as directed by physician.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Administered medications to patients and remained vigilant for negative side effects.
- Guided staff in documentation processes required for clinical outcomes.
- Maintained positive working relationships with referral sources to promote business services.
Customer Service Representative/Claims Representative
NLB Services/Transamerica
Plano, TX
12.2020 - 09.2021
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Shared knowledge and expertise with co-workers to foster awareness and increase staff productivity.
- Maintained current product knowledge to meet customer needs and increase sales.
- Encouraged policyholders to submit referrals to increase client base.
- Incorporated cross-selling and upselling techniques to generate sales and profits and increase referral retention rates
- Generated, posted and attached information to claim files.
- Maintained confidentiality of patient finances, records and health statuses.
Customer Service Specialist/Debt Collection Specialist
Genpact/Citibank
Richardson, TX
07.2020 - 11.2020
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 120-165 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
Medical Appointment Scheduler
Aerotek/Maximus
Irving, TX
03.2015 - 03.2017
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Organized patient files and streamlined operations to improve efficiency.
- Accurately completed insurance and Medicaid billing and OASIS documentation for patient visits.
- Managed financial documentations such as expense reports and invoices.
- Addressed client inquiries and updated database information.
Cell Phone Technician
RSI/Samsung
Coppell, TX
08.2014 - 09.2015
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Removed, fixed and replaced components such as LCD screens, home buttons and charging ports.
Processor/Quality Analyst/Lead Associate
Staffmark Investments/UPS
Coppell, TX
04.2012 - 05.2014
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Performed daily inspection rounds throughout facilities to check on all equipment and machinery.
- Entered data into computer tracking system and filed paperwork according to procedures.
- Prepared, boxed and staged outgoing shipments.
- Researched and resolved discrepancies to maintain accuracy.
- Led employee relations through effective communication, coaching, training and development.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Mentored and guided employees to foster proper completion of assigned duties.
Crew Shift Leader
Gilley Enterprise
West Monroe, LA
09.2008 - 02.2011
- Worked in team environment to maintain high levels of productivity.
- Organized materials, tools and equipment to supply team members.
- Enhanced team efficiency and multitasking abilities by effectively using hand tools, power tools and equipment.
- Cut spending through effective inventory management and supply sourcing.
- Distributed necessary tasks and duties during each shift.
- Supervised team members and oversaw effective and efficient completion of job duties.
- Quickly and efficiently resolved complaints and escalated issues.
Collections Representative
GMAC Financial Services
Richardson, TX
10.2007 - 04.2008
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used skip tracing resources to locate debtors and updated information in company system.
- Recorded all information regarding financial status of customers.
- Handled 75-125 outbound and inbound calls daily with goal of collecting owed debt.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Education
No Degree - Business Management
University of Phoenix
Tempe, AZNo Degree - Bachelor of Science
Grand Canyon University
Phoenix, AZGED -
Dallas Can Academy
Dallas TxSkills
- Excellent Communication
- Teamwork and Collaboration
- Interpersonal Communication
- Flexible and Adaptable
- Critical Thinking
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Upselling Products and Services
- POS Systems and Ordering Platforms
- Inbound and Outbound Calling
- Time Management
- LiveChat Messaging
- Computer Proficiency
- Sales Quota Achievement
Certification
- HIPPA Compliance Training - 2 years
Timeline
Customer Service Representative/Claims Representative
NLB Services/Transamerica
12.2020 - 09.2021
Customer Service Specialist/Debt Collection Specialist
Genpact/Citibank
07.2020 - 11.2020
Healthcare Provider
Care Alot Home Health
09.2019 - Current
Medical Appointment Scheduler
Aerotek/Maximus
03.2015 - 03.2017
Cell Phone Technician
RSI/Samsung
08.2014 - 09.2015
Processor/Quality Analyst/Lead Associate
Staffmark Investments/UPS
04.2012 - 05.2014
Crew Shift Leader
Gilley Enterprise
09.2008 - 02.2011
Collections Representative
GMAC Financial Services
10.2007 - 04.2008
No Degree - Business Management
University of Phoenix
No Degree - Bachelor of Science
Grand Canyon University
GED -
Dallas Can Academy