Customer Service Representative
Resume:
Latoya Walker
Temple Terrace, FL *****
*************@*****.***
Dynamic Sales/Management career reflecting; pioneering experience and exceptional performance in the management industry. Remaining on the cutting edge and driving new business through top notch customer service, establishing strategic partnerships, and developing top talent. Willing to relocate: Anywhere
Work Experience
Client Service Representative
International Benefits Administrators - Remote
February 2023 to Present
• Taking inbound calls for both Members and Providers
• Assisting to answer questions related to members’ health plan.
• Making outbound calls on behalf of our members to help resolve any billing issues or questions regarding their benefits.
• Engages, consults and educates members/providers based upon their unique needs, preferences and understanding of International Benefit Administrators plans, using tools and resources to help guide them along a clear path to care.
• Perform review of member claim history to ensure accurate tracking of benefit applied; including but not limited to maximums and/or coinsurance/deductible and uses applicable system tools and resources to resolve the member’s needs.
• Guide the member through their plan of benefits, International Benefit Administrators policy and procedures and other resources to comply with any regulatory guidelines.
• Taking accountability to fully understand the member’s needs by building a trusting and caring relationship with the member. Anticipates Customer needs. Provides the Customer with related information to answer the unasked questions with a First Call Resolution.
• Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools.
• Explains member's rights and responsibilities in accordance with contract. Processes claim referrals, new claim handoffs, nurse reviews, complaints (member/provider), grievance and appeals (member/ provider) via target system.
• Educates providers on our self-service options; Assists providers with credentialing and re-credentialing issues.
• Responds to requests received from International Benefit Administrators’ litigation team; handles extensive file review requests.
• Reviews medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming correspondence and internal referrals; handles incoming requests for appeals and pre- authorizations not handled by Clinical Claim Management. Inbound Contact Representative
Humana - Remote
July 2021 to July 2022
The Inbound Contacts Representative places orders for the specialty pharmacy, addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation. Communications Agent seasonal
Connexion Point
August 2020 to March 2021
Assisting elderly inbound-callers with their Medicare/Medicaid questions on behalf of Connexion Point's clients, which include two of the top five health insurers in America. Taking information related to medicare to help enroll in healthcare plans.
Home Delivery Sale/Lead Distributor
Off Lease Only - Miami, FL
April 2019 to March 2020
Welcoming customers when they come into our showroom. Contacting customers that inquire about home delivery services and exporting. Giving out all leads to the sales floor for follow up. Following the sales process from beginning to end. Helping customers with the selection process based on the needs, wants, and budget.
North Miami Miami, FL Internet Sales/Product Specialist Lexus
September 2017 to February 2019
Welcoming customers and listening to their needs, Using a consultative selling process to match the best vehicle to the Customer needs.Providing an exceptional customer service experience. Following up with Customers to ensure satisfaction and prospecting through referrals and other creative approaches. Centennial Toyota - Las Vegas, NV
June 2015 to April 2017
Providing an exceptional customer experience to drive loyalty. Transitioning Customers effectively from phone and internet contact to their in-store experience. Using a consultative selling process to match the best vehicle to the Customer needs. Creating a great vehicle delivery experience for the Customer. Following up with Customers to ensure satisfaction Prospecting through referrals and other creative approaches. Setting and achieving targeted sales goals. Gaining superior product knowledge to effectively help Customers. Transition Customers to the Service Department to support their ownership experience.
Assistant Department Manager Men's Casual
Nordstrom
January 2013 to September 2014
Educating sales professionals on all selling tools and processes to increase revenue. Providing proficiency in device management and troubleshooting processes, building positive team relationships throughout the store, and to help inspire and influence behaviors to achieve desired results. Diffuse customer situations and provide resolution in a timely and effective manner. Ensure the security and privacy of customer information through education, compliance and resolution of issues. Collaborate with the department manager to ensure the customer receives the best quality, value and selection of merchandise. Work with the department manager to ensure merchandising and presentation standards are met. Maintaining regular floor presence and Collaborating with the department manager to ensure the customer receives the best quality, value and selection of merchandise. Apartments Property Manager
Carriage House Apartments
June 2011 to December 2012
Managing and fully participating with the leasing staff to assure a successful lease up annually, monthly, and weekly. Managing student staff in leasing and marketing and Overseeing the entire leasing and renewal processes. Tracking traffic, appointments, and leases daily. Administer and review all lease paperwork. Complete weekly market surveys and weekly reporting. Education
Long and Foster Real Estate School MD
2009
The Real Estate Academy Richmond - Richmond, VA
2003
Virginia Commonwealth University
2000
Skills
• Skilled with MAC OS
• Windows
• 3.11 95
• 98
• NT
• AND XP
• and NT server MS
• Office
(Word, PowerPoint, Excel, Access, Project,
• Outlook). Advanced Internet Skills
• Yardi/Rent RollProperty Management Software.
• Property Leasing
• Property Management
• Fair Housing Regulations
• Sales
• Customer service
• Typing
• Outside sales
Certifications and Licenses
Driver's License
Contact this candidate