Latasha Mitchell

ad0py8@r.postjobfree.com / 717-***-**** / Highspire, PA

Summary

Highly motivated individual with experience in efficiently completing and coordinating administrative and operational tasks; Avid learner able to adapt to and leverage new technologies and systems; Prioritizes and completes multiple tasks simultaneously and following through to achieve project goals; Engages complex problem solving, time management, and prioritization skills to meet administrative needs; Organized and diligent with a sincere commitment to exceptional customer service and teamwork

Experience

Customer Service Representative

Delta Dental • Mechanicsburg, PA

03/2021 - 10/2021

Answer multi-line phone system with warm, friendly demeanor Build strong rapport with clients to generate additional business and referrals Screen and answer calls, emails, and correspondence with professionalism and in a timely mannor Serve as primary point of contact for an average of 90 incoming phone calls per day, addressing inquiries and resolving concerns

Confirm claim submissions adhere to insurance carrier requirements, including current codes and proper documentation to support procedures

Track and update tasks to ensure deadline accomplishment Serve as liaison between dentist and clients

Enrollment Representative

U.S. Enrollment Services, LLC • Harrisburg, PA

09/2020 - 02/2021

Assisted new employees with benefit enrollment options, comprehensively explaining options and answering inquiries Perform general administrative tasks as needed, including answering phones and filing documents Answered employee questions on 401(k) offerings, PTO and health plans Enroll in new benefits program to increase healthcare coverage Collaborate with HR team and department heads

Apply organization and time management skills when coordinating and responding to inbound telephone and email inquiries

Adjusted client policy plans as requested, calculating and providing new quotes based on coverage details Review Assistant

KePRO, INC • Harrisburg, PA

02/2019 - 08/2020

Confirm claim submissions adhere to insurance carrier requirements, including current codes and proper documentation to support procedures

Recognized patterns and communicated departmental inconsistencies, reducing team error rate Maintain records of received data and source documents Generate reports as requested by upper management

Support large company by entering data in a timely fashion Contribute to team efforts

Collaborate with other departments

Prepare source document and identify missing information Perform general clerical duties, including phone answering and document typing Verify all line items before data entry

Customer Service Representative ll

Rite Aid • Camp Hill, PA

10/2014 - 09/2018

Handle 600 inbound calls per week, answering customer inquiries and resolving issues Won #1 Customer Service Representative 22 times for highest customer satisfaction ratings Resolved customer inquiries via phone and email, consistently exceeding targets Answered an average of 50 calls per day from unsatisfied customers related to delays in shipment, order mistakes, and lost orders

Reduced average customer representative call time with intuitive intranet site Created customer service email scripts used across the company to interact with customers Trained and mentored new employees on conflict resolution, SaleForce, different communication channels Successfully assisted customers via telephone, email, chat with purchase decisions, transactions, returns, and inquiries Built rapport with customers by offering friendly, knowledgeable, and supportive customer service Gained in-depth knowledge of company’s product offerings to provide reliable and trusted assistance to customers daily, helping them make informed decisions

Promo Pricer

Ahold USA • Carlisle, PA

12/2013 - 08/2014

Coordinated internal/external brand partnerships and third-party vendor relationships Acted as the voice of the customer, gathering and analyzing data from customer interviews, feedback, and buyer behavior

Demonstrate considerable knowledge of product

Managed end-to-end coupon/ ad delivery

Manage expectations and note any estimated changes promptly Provide information to necessary departments for collective contributions Resolve issues quickly and efficiently to follow initial project timeline Data Entry Clerk

Red Cross • Harrisburg, PA

03/2012 - 07/2013

Handle all post-event tasks, including sending thank-you notes to attendees Diffuse conflicts between vendors, clients, and/or attendees Screen and answer calls, emails, and correspondence with professionalism and in a timely mannor Accurately verified and processed new client applications weekly Track and update tasks to ensure deadline accomplishment Handled scheduling consultations, answering patient inquiries and transferring calls to the right personnel Update client paperwork in database

Maintained strict confidentiality of all applicant information Assist clients with new and updating paperwork

Provide other administration services as needed, including mailings Manage inventory of basic office supplies and reorder as needed Loan Servicing Specialist

Pheaa Fedloan servicing • Mechanicsburg, PA

05/2010 - 11/2011

Respond to customer inquiries quickly via phone, or email Document and quickly resolve all customer satisfaction issues Diffuse intense customer situations to maintain high-level of satisfaction Recommend solutions to customer inquiries and contribute to operational efficiency Resolved claims of fraudulent activity on customer accounts and advised customers on increased security practices Recommend appropriate account services to customers based on financial situation and communicate benefits Skills

Education

Paralegal studies

Everest University • Clearwater, FL

Languages

Customer service Organizational skills Microsoft office Scheduling Data Entry Accuracy and attention to detail Administrative Skills Communication Interpersonal

Active listening Time management Flexible

English

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