Customer Service & Claims Specialist

Latoya Rosell

*********@*****.*** • *** Northpointe Parkway Jackson, MS 39211 • 601-***-****

Objective

Customer service and claims professional with more than 10 years of experience delivering exceptional customer support in remote and call center environments. Skilled in claims processing, tax preparation, insurance services, housing assistance, and conflict resolution. Experienced in handling high-volume inbound calls, chat support, account management, and problem resolution while maintaining excellent customer satisfaction. Strong communication, research, and multitasking abilities when a proven record of meeting performance goals in fast- paced environments.

Education

Madison Central High School

May 2003 Diploma

Experience

Tax Preparer, JDA TSG, January 2024- April 2026

Prepared and electronically filed federal, state, and local tax returns. Reviewed W-2s, 1099s, and financial documents for accuracy. Identified eligible deductions and tax credits to maximize client refunds. Educated clients on tax laws and future tax planning. Ensured compliance with IRS regulations and filing deadlines. License Insurance Agent, Qualfon, June 2023-December 2024 Consulted with clients to identify insurance needs. Recommended appropriate insurance products based on customer goals. Processed policy applications and renewals.

Maintained client accounts and provided ongoing customer service. Built lasting customer relationships through exceptional support. Housing Specialist (Chat Support), Beacon Hill Staffing August 2021-January 2023 Determined applicant eligibility for housing assistance programs. Assisted clients through online chat with housing questions and concerns. Latoya Rosell

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Investigated tenant and landlord issues and provided timely resolutions. Explained program requirements, policies, and participant responsibilities. Connected clients with additional community resources and services. Managed case documentation and completed case closure accurately. Claims specialists, Conduent, August 2014-May 2021 Processed insurance and customer claims accurately and efficiently. Investigated claims and completed research for adjustments and corrections. Authorize claim payments and maintain accurate database records. Responded to high-volume inbound customer calls.

Resolved billing concerns and processed customer payments. Documented customer interactions in CRM systems.

De-escalated difficult situations while maintaining professionalism and customer satisfaction. Skills

Customer Service Excellence

Claims Processing

Tax Preparation

Insurance Sales & Service

Chat & Phone Support

CRM Software

Account Management

Conflict Resolution & De-escalation

Problem Solving

Written & Verbal Communication

Multitasking & Time Management

Microsoft Office Suite

Data Entry

Accounts Payable & Accounts Receivable (Certified) Latoya Rosell

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