Customer Service Representative
Resume:
Dana Latham
Philadelphia, PA
************@*****.***
Objective
Experienced and dedicated professional with diverse work experience looking for administrative work. I have excellent verbal and written communication skills and demonstrate strengths in customer service, time management, and preventing unnecessary escalation of support calls. While managing high call volumes in a fast-paced environment, I meet every caller's needs with efficiency, including researching issues, updating accounts, and processing new transactions. My dedication, experience and work ethic make me an asset to the right company.
Certification/Skills
WISE Certification 1&2
SAP R-3
Microsoft Office Suite
Record and maintaining files
Inbound call management
Conflict management abilities
Able to maintain inventories of materials and products
Complaint Investigation
Professional Experience
04/2025-07/2025 Highmark BCBS
Philadelphia, PA
Remote Premier Customer Service Representative
•Provided front line support to Premier members by assisting with questions, concerns and issues related to their healthcare coverage, In accordance with First Call Resolution.
•Handled high volume inbound calls, averaging approximately 15-20 calls/hour, while keeping up with required metrics
•Acted as an advocate for members, ensuring they understand their rights and options, and helping them navigate the complexities of the Medicare system
•Maintained accurate and detailed records of member interactions, including contact information, issues, and resolutions.
•Handled member complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, while adhering to corporate policies/procedures; remain current on department and industry regulations
09/2024-04/2025 Innova Solutions Philadelphia, PA
Remote Medicare Member Help Team Associate (Highmark BCBS)
•Provided front line support to Medicare members by assisting with questions, concerns and issues related to their healthcare coverage, In accordance with First Call Resolution.
•Handled high volume inbound calls, averaging approximately 15-20 calls/hour, while keeping up with required metrics
•Acted as an advocate for members, ensuring they understand their rights and options, and helping them navigate the complexities of the Medicare system
•Maintained accurate and detailed records of member interactions, including contact information, issues, and resolutions.
•Handled member complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, while adhering to corporate policies/procedures; remain current on department and industry regulations
08/2023-05/2024 TEKsystems Wilmington, DE
Multi-Skilled Remote Customer Service Representative (BNY-Mellon)
Provided quality, and complex support for clients under multiple brokers offering customized services, via phone, including but not limited to multi-level verification, problem resolution, and updating client accounts in/outside the U.S., in a timely manner
Handled high volume inbound calls, averaging approximately 15-20 calls/hour, while keeping up with required metrics
Perform ATM/Debit card maintenance and replacement card orders for investment, brokerage, cash management, and standard checking accounts
Served as the primary point of contact for clients and executes all correspondent requisites in a timely and accurate manner with an understanding of the underlying business and specific client needs, for multiple brokers
Research and resolve customer issues, acting as the customer liaison between other bank departments when necessary, including transaction decline overrides, fraud reporting, and dispute requests
Complied and remained updated on policies, procedures and compliance training
04/2023-08/2023 Delaware Vision Academy Wilmington, DE
Optometry Assistant/Front Desk
Greeted patients, responding to inquiries from patients/family members, coordinating care providers, attorneys and insurance companies
Handled high volume inbound/outbound calls, averaging approximately 8-12 calls/hour
Checked patients in/out: including processing invoices with ICD-9/CPT/Diagnosis codes and billing accordingly
Reviewed and explained patient forms and adhering to HIPAA regulations when discussing, collecting or providing protected health information
Handled intake and scheduling for new patients/scheduling upcoming appointments up to 2 years in advance, for 10+ providers (Specialists, M.D.s, Vision Therapists, Technicians, Optical Technicians, Testers, etc.)
Cross-trained for Vision Therapy/Optical (contact lenses) /Medical Office Administrative Duties
Managed Opening/Closing Medical office procedures
06/2022-02/2023 Acro Service Corporation Newark, DE
State of Delaware Division of Unemployment Insurance
Unemployment Claims Processor
Reviewed unemployment claims and correct errors
Handled incoming calls for the Unemployment Insurance division
Answered client questions and/or direct calls to appropriate party
Performed account research/analysis, reviewing employers accounts in the system
Reviewed source documents and compared documents to database information
Requested, gathered, and organized information required to aid in the deputy determination
09/2021-03/2022 Assurant Inc. New Castle, DE
Field Mobile Repair Technician
Ensured repairs performed meant company’s quality standards
Ensured clients received the highest level of customer service
Diagnosed defective phones and identify the problem
Repaired a minor/moderately damaged touchscreens or replacing buttons and other small components
Troubleshoot problems
Maintained compliance and adhere to quality standards aligned to reduce operational risk
Protected the privacy of clients while using multiple data sources and systems
11/2019-01/2020 BetterNOI Wilmington, DE
Court Researcher
Conducted legal research, leveraging public records and internet resources to investigate information
Responded to information requests from clients or legal parties
Completed all tasks promptly and with minimal oversight
Analyzed gathered data to identify criminal activity
Verified data accuracy by consistently reconciling work with documentation
Maintained accuracy while entering high-volume data into designated fields
Education & Certifications
1997 Overbrook High School Philadelphia, PA
2001 Albert Einstein Medical Center EMS Philadelphia, PA
Contact this candidate