Customer Experience Information Technology

LATISHA R. ALDERMAN

*********@*****.*** 850-***-****

https://www.linkedin.com/in/latisha-alderman/

MANAGEMENT & CONSULTANT

SUMMARY OF EXPERIENCE

Diversity and Inclusion focused business leader experienced in, research, team leadership, advancing client and customer experience, operational excellence, and employee engagement by delivering leadership and oversight to all aspects of program, resource, and business and people management.

Focused on progression through customer satisfaction, training, revenue growth, productivity, leadership and team development. Insightful leader with strong expertise in information technology and support specializing in Apple product software and hardware, Scientific Games, and Xerox applications operating with real time solution expertise.

Core Competencies: • Learning & Development • Client & Customer Satisfaction • Virtual/Remote Team Integration • • Real Time Escalation Resolution • Conducting eligibility determination • Adjudication *Customer Experience Excellence *Interpersonal and Communication Excellence Verifying eligibility through required documentation • Insight-Based Decision Making • Reporting Analysis & Data Accuracy

TOOLS, TECHNOLOGIES, CERTIFICATIONS

Microsoft Office Suite, Outlook, Teams, Oracle, Sales Force, Florida Marketplace System, license notary

EXPERIENCE

Humana Atlanta, Georgia July 2021-Present

Consultant – Customer Advocate

Serves as a member advocate, addressing customer needs, which may include acting upon complex benefit needs, resolving grievances, and educating members.

Serves as a member advocate

Address customer needs regarding insurance

Resolves grievances and educating members about policies

Maintain appropriate tracking and reporting of allocations, requests, and items pending request for additional information

CDC -Atlanta, Georgia

Contact Tracer February 2021-July 2021

Providing locations for patients needing covid testing and vaccinations throughout the United States

Schedule Covid vaccination

Verify medical insurance

Provide information regarding insurance covering for testing

Department of Early Care and Learning-Atlanta, Georgia February 2018-February 2021

Childcare Consultant II

Process initial and redetermination CAPS applications from the assigned region, conducting eligibility determination applications. Processing assigned electronic and paper application for CAPS scholarships to determine eligibility

Alderman • *********@*****.*** • Page Two

process assigned electronic and paper renewals for CAPS scholarships to determine ongoing eligibility

verifying eligibility through required

Provide resolutions to customers concerns and issues, providing customer service, conducts research, respond to inquiries, questions, or request, and enters data from forms, records, reports, and other sources into the data system for maintaining the data base.

Georgia Department of Labor- Atlanta, Georgia May 2016-February 2018

Advanced Specialist

Adjudicating and entering determinations on unemployment claims, office support

interviewing claimants

verifying whether or not claimants are eligible for UC benefits based on the wages and job separation

process payments and conducting training and orientation classes

Department of Economic Opportunity-Tallahassee, FL October 2009-April 2015

Team Lead

Adjudicating and entering determinations on unemployment claims

Office support, customer support, interviewing claimants, and verifying whether or not claimants are eligible for UC benefits based on the wages and job separation

Work special projects assigned by management and analyzing and reviewing untimely reports for unemployment claims while using Microsoft excel to create worksheets to calculate the number of claims that are entered timely and untimely for quality

Florida Department of Revenue- Tallahassee, FL

Revenue Specialist October 2006-September 2009

Providing customers with information about their child support claim

updating customer information, processing payments, and researching information for the customer.

EDUCATION

Some College -Network Administration/Computer Science– • Florida Technical College – Orlando, FL

Alderman • *********@*****.***• Page Three

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