LATASHIA A. NIX

***** ******* ******, **********, ** 48075 H: 313-***-**** F: 248-***-****

acvpvi@r.postjobfree.com www.linkedin.com/in/latashianix PROFESSIONAL SUMMARY

Perceptive Customer Service Manager who cultivates positive employee/customer relationships through clear, positive guidance, communication, and support. Energetic, self-motivated and dedicated with strong time management skills; thrives in a fast-paced, dynamic environment.

SKILLS

Skilled in call center operations Avaya, PeopleSoft knowledge Exceptional workflow management/telephone etiquette Federal/State tax preparation Strong problem solving aptitude Hiring, training and supervision Persuasive speaker HCFA Common Procedure Coding Systems (HCPCS) SAP/ERP system knowledge Customer service award

Knowledge of Key Performance Indicators (KPIs)

WORK HISTORY

Provider Resolution Specialist, 07/2015-02/2016

UnitedHealthCare - Southfield, MI

Provide customer service and resolutions to providers regarding claims and billing Accounting Assistant, 02/2015 to 07/2015

Westin Hotel – Southfield, MI

Process invoices and reconcile accounts and ensure guest payments are secured via credit card/check/ach

Assist in preparation of daily and monthly audit

Maintain tax exempt client invoices

Maintain direct bill accounts and ensure invoices and payments are processed timely

Run various A/R and A/P reports and settle credit cards daily

Ensure client accounts are reconciled and free of error Claims Supervisor I, 10/2010 to 07/2014

AAA – Dearborn, MI

Managed a fluctuating staff of approximately 9-25 Customer Service Representatives.

Performed duties related to opening and closing the call center.

Defused volatile customer situations calmly and courteously.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Conducted performance reviews for all Customer Service Representatives

Facilitated inter-departmental communication to effectively provide customer support and scheduled staff shifts to cover peaks and lulls in customer inquiries.

Fostered an environment which encouraged continual process improvements.

Maintained highly empathetic relationships with internal and external customers and earned a reputation for exceeding service standard goals.

Developed metrics for daily management of the Call Center Claims Advocate, 05/2008 to 10/2010

AAA – Dearborn, MI

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Analyzed, processed and coded a first notice of loss in various systems in accordance with company guidelines.

Assist customers, insurance companies, medical facilities and employees with inquiries regarding coverage and claim issues; direct calls to appropriate handling adjuster and/or department.

Mastery of customer service management systems and databases which resulted in promotion to Product Specialist. Customer Service Representative II, 12/1999 to 02/2008 Blue Cross Blue Shield of Michigan – Southfield, MI

Analyzed, evaluated, resolved and responded to customer/provider inquiries utilizing the NASCO System, received via telephone, correspondence, or in person involving a variety of claim/benefit issues.

Directed the adjudication of a claim/inquiry, as well as conduct internal and external research to determine and request the data needed to handle inquiries from subscribers, beneficiaries, or providers.

Provided responses by telephone, self-composed letter or check-off letters.

Analyzed and serviced various product lines in the areas of Administrative, Professional, Facility and Complementary.

Exceeded Department/Corporate/National quality and production standards.

Assisted peers, new representatives and management with inquiry resolution; including (but not limited to) benefits, adjudication, processes, policies and procedures, and acclimation to the duties required in the position of customer service representative.

EDUCATION

Pursuing: Business Administration/Accounting, Current University of Detroit Mercy - Detroit, MI

Training in Call Center Management

Associate of Arts: Accounting, Current

Wayne County Community College - Detroit, MI

Coursework in Conflict Resolution, Marketing and Basic Accounting ACCOMPLISHMENTS

Owner and operator of SOAPranos Commercial Cleaning, LLC; commercial cleaning and property preservation

Owner and operator of Coleman’s Tax Solutions, LLC; tax preparation and accounting service provider

Nominee of "Linda M. Woolwine Award" in 2013

Created, edited and distributed job aids to keep staff informed on policies and procedures.

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