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Data Entry Customer Care

Decatur, Georgia, United States
February 07, 2019

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LATRAILA TOLBERT Atlanta, GA 770-***-****

Business Support Manager


Versatile administrative professional with more than ten years’ experience in diverse industries, including insurance, healthcare, IT and finance. Expertise in office management, planning, research, strategic analysis and planning, project management, and complex problem-solving. Proving record designing processes based on organizational analysis, as well as spearhead implementation and rollout of recommended changes. Collaborative team player skilled at communicating with cross-functional teams and across organizational levels. Demonstrated history working independently while managing multiple projects as well as identifying needed process improvements and adjusting systems and procedures to ensure long-term growth.

Project Management Operations Management Financial Management Team Management Database Management Event Management Policy & Procedure Management Spreadsheets/Reports Calendar Management HR Management Onboarding Policy Development Process Management CRM Data Visualization SOP Creation Online Presentation Email Management Data Entry

Technical Snapshot: MS Office: Word, Excel, PowerPoint, Adobe Spark, Slidebean, Prezi, Camtasia, Slide Rocket, Slide Share, Google Docs, Dropbox, Zoho, Plutio Asana, Trello, Convertkit, Mailchimp, Active Campaign, Aweber, Leadpages, Thinkific, Teachable, Venngage, Photoshop, InDesign, Canva



Prodigy Business Support, Atlanta, GA

Provided highly organized and resourceful business administrative support to high level Executives, CEO’s and Entrepreneurs of various industries. Handled multiple clerical tasks (data entry, file management, presentations and spreadsheets). Monitored databases and provided regular maintenance as well as identified and implemented process improvements.

Proactively prioritize and manage multiple assignments simultaneously and follow through on issues in a timely manner.

Project support, as assigned (e.g., Agenda prep, meeting materials, note taking, strategy and next steps, reports and PowerPoint presentations)

Copyedit drafts and revisions for proposals and deliverables using PowerPoint, Word, and Excel documents to ensure they are “client-ready.”

Responsible for heavy, complex calendar management of team senior leaders, including scheduling, project-specific meetings and populating internal calendar with appropriate information.

Support financial functions for expense reconciliation and reimbursement.

Coordinate logistics for meetings and convening's (e.g., Conference rooms, catering, supplies, RSVP lists, hotel rooming lists, restaurant research and reservations)

Reporting for team leads (e.g. Track trends for timesheets and expenses, run project close surveys, manage final deliverables, etc.)

Design support for Excel/Google Sheets, PowerPoint/Google Slides and Word/Google Docs

Assist with maintenance of file sharing platforms

Transcribe meeting notes as assigned

Event planning, logistics coordination for meetings and convening's.

Help to develop and/or maintain surveys, including project close debrief surveys

Troubleshoot basic technology issues


Allconnect, Inc., Atlanta, GA

Analyze and review contracts to ensure timely payments, compliance with contract terms, and long-term yield increases based on forecasts. Identify and implement process improvements based on data analysis. Generate monthly financial reports, as well as prepare future projection for revenue life cycle of accounts. Monitor performance by product suite, identifying struggling markets and product lines. Collaborate with sales and order fulfillment teams on strategic planning, resource allocation, and recommendations based on analysis reports. Support billing team with invoicing.

Designed database to improve tracking and processing of reconciliation invoices, allowing for increased efficiency in analyzing data and making recommendations based on monthly reporting.

Established policies and SOPs for reconciliations team, including authoring related training manuals.

Identified errors with billing system for Cox Communications, increasing overall yield by 10% and resulting in an overall $1 million turnaround for company.

Reduced aging by more than 30% through clearing discrepancies and reconciling accounts.

Contributed to recruitment and hiring of Order Reconciliation Analyst, as well as coached and mentored team members to ensure achievement of performance metrics and improve QA scores.

Collaborated with cross-functional teams on strategic planning, process improvements, and overall operational changes, championing recommendations to improve growth, reduce waste, and drive long-term results.

Facilitated weekly training sessions, resulting in improved accuracy of audit file reconciliations.

Served as liaison to clients, providers, and internal stakeholders on contract questions.

Provided technical troubleshooting and support as needed for systems related to order management.

Promoted in 2015 from role as Senior Reconciliations Analyst and short-term position as Customer Care Agent, maintaining a 90% rating for order completion during tenure in role.


ACE Westchester Specialty Group, Alpharetta, GA

Conducted catastrophe and risk analysis on potential insurers, providing reports to Underwriters for final review and determination of coverage. Set up risk and claim files. Maintained records for all departments, ensuring adherence to confidentiality standards and guidelines. Assisted automotive team with processing of motor vehicle reports.

Acted as liaison to insurance brokers, advising on declination decisions and changes to policies.

Trained other Support Technicians on procedures, policies, and organizational changes to ensure consistency.

Managed more than 300 insurance policies scheduled for non-renewal each month on average.

Selected to assist Catastrophe Analysis Unit, preparing reports to identify risk factors by policy type.


Assurant Group, Duluth, GA

Provided comprehensive customer support to insurance customers, assisting with claims and funds processing. Set up incoming claims files, as well as answered questions on open claims for clients and brokers. Collaborated with inspectors to schedule timely reviews to ensure approvals were handled according to company timelines. Maintained training materials and records for team. Communicated with contractors to gather paperwork and documentation necessary for closing claims. Reviewed files in partnership with Claims Specialists, ensuring compliance with guidelines.

Led training for new agents, ensuring adherence to brand standards for customer service expectations, as well as increased customer satisfaction by increasing consistency of performance by all team members.

Resolved more than 250 escalated customer complaints, as well as managed more than 120 claims per month.

Introduced closed-loop communication processes, resulting in increased and sustained customer loyalty.


Bachelor of Arts ~ Business Administration Southern New Hampshire University, Manchester, NH (Anticipated 5/2018)

Associate of Science ~ Computer Information Systems Atlanta Technical College, Atlanta, GA

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