Customer Service Product Support
Resume:
Latia Permenter
Port Saint Lucie, FL *****
********@*****.***
Experience:
.
Tebra / Remote
Aug 2024 - Present
Specialist, Billing Company Product Support
As a product support specialist, I uphold a positive, empathetic, and professional demeanor toward customers at all times.
Respond promptly to customer inquiries through various channels, including phone, tickets, and email.
Escalate cases when necessary and follow up to ensure timely resolutions. Assist customers with claim status inquiries, handling denials, rejections, and enrollment issues. Collaborate with clearinghouses to resolve claim and enrollment challenges effectively. Install applications, troubleshoot website and software issues, and guide customers through solutions. Guided updating patient accounts, processing patient payments, and issuing refunds as required.
Facilitate provider and user setup for access to practice websites and software. Respond to and close cases daily, respond to customer emails promptly, and provide regular updates on issue resolution.
Maintain detailed records of customer interactions, transactions, feedback, and complaints. Document customer accounts thoroughly for each case, ensuring accurate and comprehensive records.
Process customer orders, forms, applications, and requests efficiently. Offer feedback to improve customer service processes and increase operational efficiency. Ensure customer satisfaction by delivering professional, proactive, and reliable support. Alight Solutions, Remote
Oct 2023 - Feb 2024
Seasonal Licensed Medicare Insurance Benefits Advisor As a Virtual Benefit Advisor, I would sell and enroll retirees into appropriate insurance products including but not limited to health, prescription drug, vision, and dental plans, and advising Pre-Medicare eligible recipients of their options. While building trust, and understanding by phone to advise and guide our customers throughout the process. Maintain the highest level of integrity while providing Medicare education, conducting needs analysis, and assisting the retirees in selecting an appropriate plan for their needs. Also, offering customer service assistance as needed throughout the process. Reason for employment gap June 2022-Oct 2023- Looking for employment in the market and self-employment.
Intuit, Remote
Jan 2022-May 2022
Tax Expert
Working remotely helping Turbo Tax customers prepare their tax returns. Providing expert guidance and tax explanations, by phone, chat, screen share, and video calls. Collecting valid identity and financial records to include W2s, income statements, and Schedule C information. Business Tax Returns C-Corp and S-Corp.
Providing advice, answers, and insight so that customers can file confidently with TurboTax. U.S. Small Business Administration, Remote
Jul 2020-Jan 2022
Disaster Recovery Specialist
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.
Aiding 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 documentation for FEMA / SBA 7a, 504, EIDL, PPP, and commercial loans reviewing all credit approval and documentation requests. 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. MassMutual Financial Group, Boca Raton, FL
Jan 2020-Jul 2020
Financial Professional / Human Resources
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, and understand the benefit plans, and where to access website 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.
Connextion Point, Sunrise, FL
Jan 2019-Jan 2020
Senior Sales Associate
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.
Reason for employment gap - Looking for employment in the market. Lighthouse Finance Solutions, Fort Lauderdale, FL
Aug 2017-Sep 2018
Financial Analyst/ Sales
Analyzing client’s 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 clients for services, setting up accounts for monthly payments, and processing payments.
Zoca Loans, Pompano Beach, FL
Aug 2016-Aug 2017
Customer Service Account Manager
Customer Support Manager I supervised a staff of customer support representatives who provide support to customers and/or end users.
Managed the daily workload to ensure required service volume and quality levels were 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 a team of support specialists, and 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 KPIs.
Accountable for all aspects of the client relationship; training services team on technology, communication, review, and comprehending 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 the 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 issues and help customers. New Day Credit, Fort Lauderdale, FL
Feb 2015 - Jun 2016
Legal Assistant / Sales and Presales
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 client's 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. Inktel Contact Solutions, Tamarac, FL
May 2014-Dec 2014
Customer Service / Dispatching
Answering calls regarding orders placed and 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 in providing 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, 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. Teleperformance, North Lauderdale, FL
Dec 2012-Apr 2014
Customer Service /Retention Specialist/ Quality Assurance 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 can provide an exceptional customer service experience every time. Jackson Hewitt, Fort Lauderdale FL
Jan 2005- Aug 2012
Tax Preparer
Prepare and review federal and state tax returns for individuals and businesses. Conduct thorough research on tax regulations to ensure compliance and identify potential tax savings for clients. Prepared 1040/1065/1120s promptly and efficiently while working with tight budgets. Reviewed 1040/1065/1120’s, updated, and provided feedback, as necessary. Informed clients and the internal team regarding open items and finalization of tax forms. Created calculations of taxable business income for extensions or return preparation. Reviewed client financials prepared and posted necessary adjusting entries for tax work. Assist in the preparation of financial statements and reports, including balance sheets and income statements.
Perform balance sheet reconciliation to ensure accuracy in financial reporting. Collaborate with clients to gather necessary documentation and information for tax preparation. Utilize financial software to streamline the preparation process and enhance accuracy in reporting Communicate effectively with clients regarding their tax situations, providing clear explanations of complex tax issues.
Self-Employment
Jan 2007-Present
Tax Preparer
Prepared 1040/1065/1120s promptly and efficiently while working with tight budgets. Reviewed 1040/1065/1120’s, updated, and provided feedback, as necessary. Communicated with clients and the internal team regarding open items and finalization of tax forms. Created calculations of taxable business income for extensions or return preparation. Reviewed client financials prepared and posted necessary adjusting entries for tax work. Education:
Everest University
Associate Business Management
Pompano Beach, Fort Lauderdale, FL Jan 2005-Mar 2007 References are available upon request
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