Latia Permenter

Port Saint Lucie, FL *****

adx23b@r.postjobfree.com

+1-561-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Tax Expert

Intuit - Remote

January 2022 to Present

Working remotely helping Turbo Tax customers do their own taxes by providing expert guidance, tax explanations, over the phone, chat, screen share, video calls, and troubleshooting and up selling. Providing advice, answers, and insight so that customers can file confidently with TurboTax. Disaster Recovery Specialist

U.S. Small Business Administration - Remote

June 2020 to January 2022

As a disaster recovery specialist, we respond to a variety of incoming inquiries ranging in difficulty from routine to moderately complex and provide detailed information to the public regarding federally declared disasters and disaster loan programs. Helping upset highly emotional customers or disaster survivors with the information needed to recover. Also assisting disaster survivors with the completion of various disaster loan applications for homes and businesses. Providing assistance to disaster survivors who are using the disaster loan application portal and attempting to resolve technical questions and facilitate completion of the electric loan applications. Preparation of loan closing documentations for FEMA / SBA 7a, 504, EIDL, PPP and commercial loans reviewing all credit approval and documentation request . Also assisting customers with technical issues related to the disaster credit management system and other programs used to process disaster survivors applications. Helping borrowers with the completion of their loan closing documents and answering questions regarding the loan closing disbursement process. Processing borrower's loan payments using the Pay.gov website. And responding to a variety of email inquiries received from internal and external customers through the SBA disaster customer service mailbox using a variety of computer applications to mail home and business loan application packages to disaster survivors, researching the inquiries record call activity, and preparing appropriate forms periodically. Responding to inquiries received through SBA’s answer desk regarding SBA’s financial assistance programs.

Financial Professional / Human Resources

MassMutual Financial Group - Boca Raton, FL

January 2019 to June 2020

Providing financial guidance to clients based on their needs and goals. Offering clients financial products, services, planning, or advice related to investing, retirement, insurance, mortgages, college savings, estate planning, accounting, etc. Assisting clients and customers with an understanding of their benefits and policies, how to access understand the benefit plans and where to access websites resources to better understand the benefit programs available.

Scheduling orientation as well as meeting individually with new hires as needed. Following up with client and customer inquiries regarding benefits options. Planning marketing and communication strategies.

Senior Sales Associate

Connextion Point - Sunrise, FL

June 2019 to January 2020

Health benefits enrollment. Providing benefit options and education on products during AEP and OEP for Medicare recipients. Medicare Advantage, Med Supplement Plans,Part D and major medical plans. Team lead helping out sales agents with questions regarding products or program navigation and assisting on supervisor-related calls. Sales training and communicating company goals, safety practices, and deadlines with designated teams.

Financial Analyst/ Sales

Lighthouse Finance Solutions - Fort Lauderdale, FL August 2017 to September 2018

Analyzing clients debt to income ratio . Helping to determine if the client needs consolidation,debt settlement, credit restoration or debt management. Counseling clients on how to manage their income . Setting up a budget that the client can afford to make monthly payments to take care of debt. Enrolling client for services, setting up account for monthly payments and processing payments . Customer Service Account Manager

Zoca Loans - Pompano Beach, FL

August 2016 to August 2017

Customer Support Manager I supervised a staff of customer support representatives that provide support to customers and/or end users. Managed the daily workload to ensure required service volume and quality levels are attained. Assists with critical customer escalations. Trained and coached staff in standard policies, procedures, and best practices. Authorizing the approval of business or credit loans. Updating account records and reviewing loan files. Managing different types of loans including home loans, business loans, and individual loans.

Managing of a team of support specialists, loan officers. Monitoring and reviewing responses and resolutions with customers.

Providing coaching and feedback in regular one on ones with employees. Evaluate team activities against KPI’s.

Accountable for all aspects of the client relationship; training services team on technology, communication, review and comprehend reporting metrics around clients to identify areas for improvement.

Manages critical customer issues and expectations. Guides team to accomplish goals that are set

Estimates headcount and assigns work to meet these needs. Participates in performance management and evaluations of team members. Participates in hiring of team members.

Promoting a positive customer service account management environment within the team. Qualifying or denying loans income verification and authorizing credit approval increases. Payment processing payment arrangements scheduling or canceling payments Working diligently to resolve issue and help customers. Legal Assistant / Sales and Pre sales

New Day Credit - Fort Lauderdale, FL

February 2015 to June 2016

Consulting with clients about their current financial situations and debts. Analyzing debt to income ratio. Advising on the current situation from front to back end. Gaining clients trust to provide me with confidential and sensitive information to see if they are qualified for credit correction services, debt consolidation, and or credit approval Processing payments to authorize and pre-authorize for future services. Customer Service / Dispatching

Inktel Contact Solutions - Tamarac, FL

May 2014 to December 2014

Answering calls regarding orders placed providing answers for delivery dates Shipping refunding adjusting replacing items escalating tickets notating calls returning calls contacting carriers retailers and manufacturers regarding orders Floor support assists agents to provide accurate information for customers in a timely manner for first call resolutions. Dispatching calls for towing service. Answering inbound calls connecting with customers in need of towing assistance because of, flat tires, battery change, or a car needing to be towed and etc. Also dispatched to tow truck drivers using GPS and Workforce. Providing accuracy with locations for the drivers to reach customers in a timely manner.

Customer Service /Retention Specialist/ Quality Assurance Teleperformance - North Lauderdale, FL

December 2012 to April 2014

Successfully retained customers by initiating first contact following initial account setup Gained customer satisfaction through explanation of the features of their services Assisted customers with connection, to the proper department for support services Increased the productivity of my team by suggesting additional products and upgrades to clients Mobility technical support warranty billing insurance new accounts activation wireless and landline accounts

Outbound and inbound calls to assure customer satisfaction and one-call resolutions. Troubleshooting for AT&T

Cell phone connection, landlines, towers, signal reboots, and over the phone installments. Also quality assurance and coaching. Provided training of customer service staff to ensure the team has excellent communication, problem-solving and professional phone etiquette skills and are able to provide an exceptional customer service experience every time Monitor business and process metrics to measure, manage and improve customer service effectiveness and provide recommendations for improvement where needed. Medical Documentation Collection Specialist

CCS Medical - Atlanta, GA

June 2011 to August 2012

Ensured the use of the proper procedure, by team members when requesting collecting and processing medical documentation.

The improved process by which new patients' requests, for medically necessary supplies, were handled. Ensured proper documentation of ordered and shipped healthcare products in patients' medical records. Prepared records for payment through Medicare Medicaid and other insurance agencies Proactively ensured timely return of medical documents requested from the doctor Calling insurance companies and using hospital or payer claims systems with managed care contracts and hospital reimbursement. Medical billing and claims maintaining organized financial records to aide reporting and calculating bill totals.

Port Everglades Screener

MCROBERTS SECURITY MARITIME - Fort Lauderdale, FL

November 2008 to June 2011

Customer service screening persons their luggage and properties Making sure sterile area is secured

Authorized persons with the proper I.D are in the area Staying alert securing walk through writing reports making sure seized items are tagged and properly placed

Team Leader over Health Screeners

Freedom Healthcare

January 2004 to March 2006

Supervised and managed a highly successful team of (10 15) health screeners Ensured that my team had the tools and knowledge necessary to complete assigned tasks Trained and supported new members added to my team Ran multiple phone lines assisting team members and clients Generated and distributed weekly and monthly reports showing team productivity Assisted different departments like credentialing, medical records, and customer service to increase customer satisfaction and reduce wait time

Travel Agent Sales

Hart Travel Agency - Fort Lauderdale, FL

March 2002 to January 2004

Making inbound and outbound calls selling vacations, making car and flight reservations Providing clients with a memorable and knowledgeable experience when booking through us ensuring customer satisfaction for a great vacation.

Problem-solving to gain the trust of clients ensuring clients that we take full ownership of the experience they will have. Recommendations for savings and upselling. Education

AA in Business Management

Keiser University - Fort Lauderdale, FL

January 2005 to March 2007

BS in Criminal Science / Counseling

Everest University-Pompano Beach - Pompano Beach, FL February 2000 to April 2004

Skills

• Excel (3 years)

• Financial Planning (4 years)

• CPA (2 years)

• Budgeting (4 years)

• Financial Reporting (2 years)

• Financial Analysis (3 years)

• Sales Experience (6 years)

• Insurance Sales (2 years)

• Microsoft Office (4 years)

• Microsoft Word (4 years)

• Microsoft Powerpoint (3 years)

• Microsoft Outlook (3 years)

• Human Resources (1 year)

• CRM software

• Disaster Recovery (2 years)

• Medical Collection (1 year)

• Software Troubleshooting (3 years)

• Medical Billing (1 year)

• Sales

• Outbound Sales

• Accounting

• Telemarketing

• Pre-sales

• Project Management

• Salesforce

• Cold Calling

• Process Improvement

• Pricing

• E-commerce

• Upselling

• Customer service

• Live chat

• Typing

• NCQA standards

• Adobe Acrobat

• Databases

• HR sourcing

• Recruiting

• HubSpot

• DME

• Strategic Planning

• Medical Coding

• Business Development

• Negotiation

• Computer Networking

• Data collection

• Medical terminology

• Microsoft Excel

• Data entry

• English

• Citrix

• VPN

• Financial services

• Detailing

• Analysis skills

• Banking

• Mac OS

• Windows

• Account Management

• System Administration

• VMWare

• Oracle

• Active Directory

• Technical Support

• Help Desk

• Analytics

• Interviewing

• HIPAA

• Workers' compensation

• Loan processing

• Microsoft Exchange

• Operating Systems

• Microsoft Windows Server

• Network Support

• Microsoft SharePoint

• DNS

• Intake

• Information security

• Intake

• GAAP

• QuickBooks

• PCI

• PCI

• Transcription

• Google Docs (8 years)

• CPT coding

• Computer literacy

• Technology sales (5 years)

• Customer support

• Order fulfillment (3 years)

• Order entry (3 years)

• SAP

• Time management

• Inside sales

• Account reconciliation

• Pivot tables

• SaaS

• Customer relationship management

• Tax experience

• Workday

• ICD-9

• Underwriting

• EDI

• Documentation review

• Auditing

• Fair Housing regulations

• Communication skills

• Lending

• Jira

• Accounts receivable

• Sage

• B2B

• Visio

• Writing skills

• Visio

• Contract negotiation

• Social media marketing

• Data governance

• Teaching

• Direct sales

• Phone etiquette

• Adult education

• Zendesk

• Dealership experience

• Lead generation

• Conflict management

• Sales administration

• Presentation skills

• Product demos

• Classroom experience

• Curriculum development

• Quality audits

• Microsoft Access

• Cost accounting

• Affiliate marketing

• GIS

• Learning technology

• Driving

• logistics (2 years)

• Fraud

• Mentoring

• Computer skills

• Fraud

• GitHub

• Content creation

• Product management

• Back-end development

• Social media management

• IVR

• Cataloging

Certifications and Licenses

CPR

July 2017 to July 2019

Debt Management Analyst Certified

May 2019 to Present

Telemarketing Salesperson Certified

January 2018 to January 2019

Commercial Salesperson Regestration Certification

Life and Health Insurance

May 2019 to May 2020

215. Life Health and Annuities

Licensed life health and Annuities

June 2017 to September 2023

Life health and Annuities

First Aid Certification

AHIMA

CNA

Certified Scrum Master

DEA Certification

CFP

Insurance Producer License

FINRA License

CPA

Licensed Clinical Social Worker

MCP

Enrolled Agent

Assessments

Customer Focus & Orientation — Highly Proficient

February 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Management & Leadership Skills: Impact & Influence — Highly Proficient February 2020

Adapting leadership style to accomplish goals using rational or emotional appeal. Full results: Highly Proficient

Customer Focus & Orientation — Highly Proficient

January 2020

Responding to customer situations with sensitivity. Full results: Highly Proficient

Customer Service Skills — Highly Proficient

November 2019

Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Highly Proficient

Sales Skills: Influence & Negotiation — Highly Proficient May 2019

Measures a candidate's ability to effectively use influence and negotiation techniques to engage with and persuade customers.

Full results: Highly Proficient

Personality: Customer Service Fit — Highly Proficient February 2020

Measures the traits that are important for high-quality customer service. Full results: Highly Proficient

Verbal communication — Proficient

January 2020

Speaking clearly, correctly, and concisely

Full results: Proficient

Basic attention to detail — Completed

May 2021

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Completed

Working with MS Word documents — Completed

May 2021

Knowledge of various Microsoft Word features, functions, and techniques Full results: Completed

Work style: Reliability — Completed

June 2021

Tendency to be reliable, dependable, and act with integrity at work Full results: Completed

Sales skills — Highly Proficient

June 2021

Influencing and negotiating with customers

Full results: Highly Proficient

Basic computer skills — Proficient

May 2021

Performing basic computer operations and troubleshooting common problems Full results: Proficient

Call center customer service — Familiar

July 2021

Demonstrating customer service skills in a call center setting Full results: Familiar

Workplace safety — Completed

February 2019

Measures a candidate's ability to employ accident prevention strategies to avoid accidents and injuries.

Full results: Completed

Sales skills — Highly Proficient

June 2021

Influencing and negotiating with customers

Full results: Highly Proficient

Customer service — Proficient

December 2021

Identifying and resolving common customer issues

Full results: Proficient

Work style: Reliability — Highly Proficient

August 2021

Tendency to be reliable, dependable, and act with integrity at work Full results: Highly Proficient

Spreadsheets with Microsoft Excel — Proficient

October 2021

Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient

Inside sales — Highly Proficient

January 2020

Actively listening and responding appropriately; performing common sales calculations. Full results: Highly Proficient

Customer service manager — Highly Proficient

May 2020

Managing customer service representatives and resolving customer issues. Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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