Customer Service Sales
Resume:
Latosha McKnight
*** * **** ****** ** Apt *****
Dallas, TX 75241
*****************@*****.***
Objective
• Seeking a position where my professional experience and education will allow me to make an immediate
contribution as an integral part of a progressive company.
•
Skills
• Strong Interpersonal communication skills.
• Problem analysis and problem solving.
• Organizational skills and customer service orientation.
• Adaptability and ability to work under pressure.
• Initiator.
Experience
Health & Human Services Commission (JPS) 1325 S. Main Street Fort Worth, Texas
Medicaid Eligibility Specialist III July, 2008 to May, 2013
• Determines eligibility according to Medicaid eligibility policy and procedures. Determines applied income
according to Medicaid eligibility policy and procedures.
• Acts on applications according to Medicaid eligibility policy and procedures in order to ensure timeliness of
service delivery. Determines resources according to Medicaid eligibility policy and procedures. Acts on reviews
according to Medicaid eligibility policy and procedures in order to ensure timeliness of service delivery.
Establishes medical effective dates according to Medicaid eligibility policy and procedures. Provides accurate
notices of eligibility and adherence to procedures for clients' rights to appeal as required by Medicaid eligibility
policy and procedures. Completes additional tasks, projects, and assignments face to face assistance with
Medicaid applications.
Army Air Force Exchange Services 3911 S Walton Walker Blvd, Dallas, TX
Human Resource Assistant March, 2003 to July, 2007
• Acts as the initial point of contact who responds to customer inquiries and or problems related to the
Automated Hiring System, Benefits, Employment Verifications, 401K, Long Term Care, HR Policy, Employee
Life Insurance, Personal Accident insurance, LWOP, FMLA/FEFFLA, Direct Deposits, Payroll, W4/ W2,
Medical/Dental, Retirement out processing and disciplinary actions.
• Handled all aspects of the open enrollment process such as assisting with the streamlining process for easier
benefits selection process. Assisted with preparing communications to employees about changes to their
benefit options in advance of open enrollment and assisted employees with any questions or concerns.
• Conduct research of inquiries and provide an accurate and timely response insuring customer satisfaction. .
• Prepares and processes various employment & insurance/benefit documents, worksheets, letters forms and
correspondence related to the overall human resources function.
• May receive applications, interview applicants, process referrals and in-process applicants for employment.
Reviews data for accuracy, completeness and clarity.
• Inputs data in HRIS and various system applications/software/hardware.
• Noted for reliability, neatness, competence, knowledge and application of policies and practices.
Allegiance Telecom, Inc. 1950 N Stemmons Frwy, Dallas, TX
Provisioning Engineer- Move, Add, Changes & Disconnects May, 2000 to June, 2001
• Answered inbound calls from end users customers log; tracked call issues appropriately. Handled customer
escalations concerning telephone issues. Processed incoming trouble calls in Remedy from local and
nationwide customers.
• Coordinate implementation of add/change/disconnect and install activities for switched and dedicated services
such as voice and data Private Lines, Hardwire circuits.
• Manage customer expectations & activities with sales, monitor/escalate provisioning milestones, coordinate
timelines with various departments, schedule test/turn-up and work with collocation contractors to install cross-
connects.
• Programmed telephone features and voicemail through Avaya/ Lucent Technologies. Implemented the
transition of switching resale accounts from other carriers. Corresponded with vendors, field technicians, sales
representatives, CLEC’s and business clients daily.
• Provided Tier 1 technical support by answering calls, responding to emails and going through scripted steps.
Captured end user contact and issue information; either resolved the issue or prepared the issue for escalation
to the NOC.
Optel Communications 1111 W Mockingbird Ln, Dallas TX
Cable Account Representative June, 1999 to April, 2000
• Responsible for processing new cable installations. Set appointments for present and future customers.
Increased cable sales for HBO, Showtime and Cinemax
• (Assisting in Launching the Sopranos HBO campaign). Handled billing inquiries and bill pay. Collected on past
due accounts and posted payments in the Accounting ledger.
Visiting Nurses Association 1440 W Mockingbird Ln, Dallas, TX
Home Health Aide July, 1997 to August, 1998
• Duties consisted of travel to patient’s home for assistance with feeding, toileting selecting proper attire,
grooming, maintaining continence, putting on clothes, bathing, walking and transferring such as moving from
bed to wheelchair. Charted vital signs and noted changes in client’s health and consulted the Director of
Nursing as needed. Knowledge proper lifting of patients in compliance with protocols.
Education
University of North Texas 7300 University Hills Blvd, Dallas, TX
Bachelor of Applied Arts and Sciences (BAAS) Public Affairs & Community
August, 2010
Service
• Certified Gerontologist 5/2007
Job Related Training & Skills
• Adobe, HRIS, AS400, Clarify, Remedy TBS (Texas Business Solutions)
• Microsoft Power Point, Excel, Access, Outlook, Microsoft Word, Window 2000, Windows XP, Vista, Unix
• Completed internship with Health South Arlington, TX for pre entry to Occupational Therapy program for Texas
Women’s University
• References Available Upon Request
Contact this candidate