Center Representative Service

Latoya Harris

Customer Service Representative

Jacksonville, AR

Highly personable Customer Service Professional with years of experience in call-center operations and the communication industry.

Work Experience

Call Center Representative for AR HAF program

HORNE LLP - Little Rock, AR

July 2021 to Present

1. Answer internal calls, external calls and work calls from the Message Center and respond to customer requests within established timelines in order to maintain service level expectations in regard to call handling time and calls per hour.

2. Provide information and knowledgeable assistance regarding mortgage assistance program. 3. Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.

4. Research items and follow-up with customers in a timely manner. 5. Participate in outbound call campaigns.

6. When necessary, explain policies and procedures courteously and patiently. 7. May provide written responses to customer inquiries as needed. Call Center Representative

Talent Trust 2.0 - Little Rock, AR

October 2020 to March 2021

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Building lasting relationships with clients and other call center team members based on trust and reliability.

• Utilizing software, databases, scripts, and tools appropriately.

• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

Enrollment Representative II

Qualchoice of Arkansas

August 2014 to February 2020

• Demonstrates consistently the ability to process high volumes of eligibility accurately and timely.

• Prior to entry in the eligibility system, verify completeness of each new enrollment application by reviewing the application along with the Group Setup for waiting periods and benefit plans to insure accuracy.

• Complete verification and accurately enter each new enrollment application into the Eligibility system within 24 hours of receipt.

• Accurately update eligibility changes within 2 days of receipt. (Examples: name, address, subgroup, etc.)

• Translates EID 834 files for new membership, changes, and terminations.

• Effectively communicate via phone or in writing with enrollees, group contacts or brokers.

• Effectively answer calls concerning the online application and reset passwords • Generate and process weekly discrepancy reports.

• Generate and process monthly eligibility reports.

• Process returned mail on a daily basis

Admissions Representative

North Metro Medical Center

December 2012 to August 2014

• Pre-admits patients by receiving bookings from physicians; confirming admitting privileges of physicians; interviewing patients; entering patient information to pre-admissions database • Provides patients with information by explaining hospital admission policies, time of admission • Secures payments by screening insurance information; identifying patients requiring pre-admission approvals from third-party payers; verifying approvals; notifying patient accounts department of self-paying admissions.

• Verifies patient identify by checking identification; preparing and placing identification band on patient.* Ensures patient's arrival to hospital room or testing area by assigning patient beds; notifying nursing unit of patient's arrival; calling volunteer to transport the patient to the assigned area.

• Admits emergency room and maternity patients by obtaining information from family members; visiting emergency room, delivery room, or patient room

Customer Service Representative

Alltell Communications

October 2007 to July 2012

Alltel Wireless Communication/Verizon Wireless • Use telephones to reach out to customers and verify account information.

• Cancel or upgrade accounts.

• Assist with placement of orders, refunds, or exchanges.

• Take payment information and other pertinent information such as addresses and phone numbers.

• Suggest solutions when a product malfunctions.

• Attempt to persuade customer to reconsider cancellation.

• Inform customer of deals and promotions.

• Sell products and services.

Education

High school

Skills

• Customer Service

• Call Center

• Hospital Experience

• Microsoft Excel

• Microsoft Word

• Databases

• Writing Skills

Assessments

Reliability — Proficient

September 2019

Tendency to be dependable and come to work

Full results: Proficient

Scheduling — Completed

July 2019

Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Completed

Customer focus & orientation — Highly Proficient

January 2021

Responding to customer situations with sensitivity Full results: Highly Proficient

Call center customer service — Familiar

September 2021

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

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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