LaToya Coleman

**** ******** ** #*** ***** 916-***-****

Elk Grove, CA 95624 acn21h@r.postjobfree.com

OBJECTIVE:

To begin a career using my strong customer service, medical, clerical experience, education, and

skills to benefit your company.

EDUCATION:

Epic Bible College- Sacramento, CA Ministerial Studies “BA” In Progress

Maric College- Sacramento, CA Certified Medical Assistant 2004

Dean's List/Honor Roll Status/Student Ambassador

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Roseville Adult School, Roseville, CA High School Diploma

SKILLS:

Strong Communication Customer Service MS Office Suite

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Skills Medical Office Front Accounts Receivable

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• Multi-Line Phones Desk Data Entry/10 Key

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• Alpha/Numeric Filling • Medical Terminology Multi-Skilled

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• Dementia • Patient Charting Sales

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• Insurance Collection • Woman/Men Alzheimer’s beginning/late

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• Insurance incontinence stages.

Authorizations • Billing Management • Call Queue In-bound/Out-

• Terminal • Assisting with bound

Illness/Hospice transfers • Cashier

• Personal Hygiene needs • Companionship

WORK HISTORY

A.C.T. (Advanced Call Center Technologies), Sacramento, Ca

Customer Service Call Center Representative 07/2014 to current

Identifies, researches, and resolves customer issues; Manages difficult or emotional

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customer situations; Responds promptly to customer needs; Solicits customer feedback to

improve service; Responds to requests for service and assistance in all situations.

Maintains confidentiality; Listen to others without interrupting; Keeps emotions under

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control; Remains open to others' ideas and tries new things.

Speaks clearly and persuasively in positive or negative situations; listens and gets

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clarification; responds well to questions.

Balances team and individual responsibilities; Exhibits objectivity and openness to

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others' views; Gives and welcomes feedback; Contributes to building a positive team

spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

Monitors own work to ensure quality. Meets clients’ specific quality standards.

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Meets productivity standards; Completes work in timely manner; Strives to increase

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productivity; Works quickly.

Is consistently at work and on time; Arrives at meetings and appointments on time.

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Working with computers in a Windows operating system. Understand and experience

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using the intern.

Responsible for receiving inbound calls from customers regarding mortgages, payments,

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modifications of loans and/or possible complaints. After successfully assisting with the

customers’ needs, I am required to offer “Hot Leads” on the customer’s current services

and/or additional services offered through client for example “Home Warranty

Insurance”.

Follows instructions, responds to management direction; Takes responsibility for own

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actions; Keeps commitments; Commits to long hours of work when necessary to reach

goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Global Blue DVBE Inc., Rocklin, Ca

Customer Service Rep with Xerox Company 10/2013 to 07/2014

Using a computerized system, responds to customer inquiries in a call center

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environment.

Responds to telephone inquiries and complaints using standard scripts and procedures.

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Gathers information, researches/resolves inquiries and logs customer calls

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Communicates appropriate options for resolution in a timely manner

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Provides functional guidance, training and assistance, and troubleshooting support to

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lower level staff

Assists in planning and implementing department goals and makes recommendations to

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management to improve efficiency and effectiveness.

Home Instead Senior Care, Rancho Cordova, Ca

Care giver 02/2012 to 04/2014

Assisted patients with daily living: Terminally ill, woman/men incontinence, Alzheimer’s

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beginning/late stages, personal hygiene needs, companionship, Dementia, meal prep,

transportation needs, medication reminders, and patient charting.

IHSS, Sacramento, Ca

Care giver 09/2011 to 04/2014

Assisted patients with daily living including house cleaning, meal preparation, bathing,

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laundry, transferring, medication reminders & administered meds, transportation to

appointments etc.

Franchise Tax Board, Rancho Cordova, Ca

Seasonal Clerk 01/2010 to 05/2010

Open and review correspondence

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Analyze and correct taxpayer return information

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Respond to basic taxpayer contacts

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Provide records management services

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Provide basic information technology support

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Train in audit and collection support

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Provide computer support

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Angels in The Midst’s, Los Vegas, NV

In-Home Patient Care/ Caregiver 10/2008 to 4/2009

Assisted patients with daily living including house cleaning, meal preparation, bathing,

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laundry, transferring, medication reminders, transportation to appointments etc.

Sutter Medical Foundation, Sacramento, CA

Patient Support Representative/ Medical Assistant 10/2005 to 10/2008

• Collected and updated patient demographics/insurance information

• Verified health plan eligibility & authorizations

• Collected co-payments and maintained patient referrals

• Took messages for physicians, healthcare providers

• Scanned/interfaced medical records in to a patient’s chart

Aegis of Carmichael, Carmichael, CA

Medical Manager Tech 11/2004 to 10/2005

• Graveyard Shift Lead Med Manager

• Assisted patients with daily living and maintained all medications

• Administered all medications and narcotics to the residents

• Responsible for all First Response and emergency calls for the graveyard shift

OSI Call Center, Rancho Cordova, CA

Collections/ Account Representative 12/2000 to 10/2003

• Accounts Receivable

• 1st and 3rd party collections

• Maintained incoming/outgoing calls

• Customer service- resolving accounts

References upon Request

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