LATRICE HODGES

Customer Service Supervisor/Application Processor

Chicago, IL

adyhxx@r.postjobfree.com

+1-312-***-****

Authorized to work in the US for any employer

Work Experience

Remote Customer Service Supervisor

PCG Consulting - Maywood, IL

January 2019 to May 2023

• Managed and supervised a team of call center agents, ensuring that they are meeting performance targets and delivering high-quality service to patients.

• Monitored call center performance metrics and developed strategies to improve efficiency and effectiveness.

• Developed and implemented call center policies and procedures to ensure compliance with healthcare regulations and best practices.

• Provided coaching and training to call center agents to improve their skills and knowledge of medical terminology and procedures.

• Responded to patient inquiries and complaints, escalating issues as needed to ensure prompt resolution.

• Collaborated with other departments, including nursing, billing, and administration, to ensure seamless communication and coordination of patient care.

Home Health Aide

Ability Works - Greenville, MS

June 2017 to January 2019

While employed as a Home Aide, I assisted the client with scheduling doctors appointments, as well as accompanying them to and from the appointments. Ordered medication for client and assisted with all in home needs.

Customer Service Representative/Application Processor Maximus, Inc - Chicago, IL

September 2016 to May 2017

While employed at Maximus, I processed subsidy applications for the elderly and disabled located in Michigan and Pennsylvania. By doing so, customers attempted to lower their insurance premiums. Additionally, I processed disability waiver applications for low-income individuals that requested state governmental assistance for programs such as Meals on Wheels and home health aides. Instructor

True Church of God and Christ - Chicago, IL

December 2015 to September 2016

In this role, I instructed beginner-level computer training classes for individuals who wanted to learn or improve their skills. The courses that I taught included Microsoft Office and Resume Writing. Service Desk Analyst

Smart Technologies, Inc - Chicago, IL

February 2010 to November 2015

At Smart Technologies, I was contracted with Chicago Public Schools to provide desktop support for over 36,000 employees that worked on the school district's network. My responsibilities included telephone and remote desktop troubleshooting, incident ticket creation, and user follow-up after technical issues were resolved. In this position, I also worked in a team environment in order to resolve higher-level issues that were reported. The majority of the reported issues consisted of LAN/WAN connectivity issues, network and application password reset requests, desktop image creation, and introductory application training for new employees and users that worked on the school district's network. Web Support Specialist

Tribune Company - Chicago, IL

October 2001 to September 2010

While working at The Chicago Tribune, I provided telephone and online support for customers that purchased online and newspaper death notices. In this role, I processed death notice orders, corrected notice errors, added photos to notices, and maintained online guestbooks for users that added new entries. I also worked closely with families of the deceased and funeral homes in order to ensure that the death notices were entered accurately and in a timely fashion. Application Knowledge/Skills

• All Windows-based operating systems

• Windows Active Directory

• Mac OS X v10.5 and higher

• Microsoft Office Suite

• Experience with resolving LAN/WAN connectivity and user authentication issues Education

Bachelors

Computer Learning Center

August 1989 to June 1992

Skills

• Microsoft Offic suite (10+ years)

• Active Directory

• LAN

• Software Troubleshooting

• WAN

• Microsoft Windows

• Operating Systems

• Desktop Support

• Computer Networking

• Remote Access Software

• Technical Support

• Network Support

• Troubleshooting

• Mac OS

• System Administration

• Typing

Certifications and Licenses

Microsoft Office Specialist

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