Call Center & Data Entry Specialist

Ms. Latoya Finch *******.***@*****.***

My objective is to find full time, long-term employment. I have in- depth experience in call center operations. I started in Customer Service as a teen, so I defintely understand positive customer interactions. I’ve also performed Data Entry & Dispatch, both of which require attention to detail. I bring those experiences along with a positive attitude, plus a willingness to learn new ways. Paramount Staffing November 2025- current

Inbound Customer Service Representative

Provide clear and accurate information to callers regarding authorizations, eligibility, and provider status; Use strong listening and probing skills to resolve issues on the first call; Maintain documentation and data entry accuracy across multiple systems; Handle member/provider confidentiality with the utmost care; Support team culture and performance improvement initiatives; Adapt to changing duties, schedules, and process updates as needed; Process and complete other case status changes between calls

Steadfast Employment October 2024- May 2025

Call Center Representative

Answer inbound calls in a professional and courteous manner; Schedule, modify, and cancel reservations for various client programs; Accurately document customer information in reservation systems; Follow client-specific scripts, policies, and procedures; Confirm reservation details and answer customer questions; Meet performance metrics for quality, accuracy, productivity, and attendance: Maintain confidentiality and professionalism at all times

Southgroup Insurance & Financial Services November 2023- August 2024 Remote Direct Bill Specialist

Enter direct bill commission statements into EPIC with accuracy and timeliness; Record and reconcile matching deposits with minimal exceptions; Respond professionally and efficiently to inquiries; Follow established workflows, policies, and procedures to ensure consistency and compliance; Collaborate with internal and external contacts to resolve accounting discrepancies Young Williams PLLC September 2021- November 2023

Remote Direct Bill Specialist

Initiates locate procedures such as location of customers address, employment, and assets; Obtains and processes information necessary for establishing the order; Conducts interviews with customers receiving and paying the support; Accesses system data, including state specific system(s) and appropriate internet resources to obtain relevant case information; Prepares cases and the necessary legal and/or administrative documents for review and approval by staff attorney and/or administrator/supervisor; Identifies administrative remedies needed for enforcement of support orders; Maintain confidentiality and security of sensitive information 22nd Century Technologies February 2020- August 2021 Data Entry Clerk

Accurately input new information and update existing records in computer systems and databases; Review and validate data entries to ensure accuracy, completeness, and consistency; Manage spreadsheets and databases efficiently; Communicate with teams for data verification

Conduent, LLC August 2019- October 2019

Customer Care Specialist

Answer calls in a timely manner, as they are automatically received through blended call queues; Provide a one-call resolution through asking pertinent questions to understand members’ concerns; Accurately document requests, status changes, complaints, and grievances; Provide clear, complete, accurate, and objective information based on a full understanding of program requirements Assisting Angels LLC January 2019- August 2019

Remote Staffing Coordinator

Identify company employee requirements and create a staffing strategy; Assist the HR department with hiring and onboarding new employees; Prepare work schedules and enforce compliance with company and industry labor requirements; Identify unique needs of clients/patients to be matched with capable caregivers; Create weekly reports, monitor employee performance and submitting reports to family members and/or Patient Representative

CSL Plasma May 2018- November 2018

Medical Receptionist

Responsible for greeting donors at the plasma collection center and conducting a series of registration procedures to verify donor suitability for the plasma pheresis process; In compliance with Standard Operating Procedures (SOPs), assist qualified donors in completing the screening process. The screening procedures includes but are not limited to: assessing the self-administered health history, answering basic medical questions associated with the donation process, referring donors to medical staff when appropriate and performing health screening procedures such as blood pressure, pulse, weight, temperature; Performs finger stick to obtain blood sample to get donor’s hematocrit and total protein levels; Educate new donors on the use of therapeutic products made from donated plasma. Explain the screening process, the health screening tests performed, the appointment system, donation fees, center policies, proper nutrition and any other information pertinent to the donor. Ensures that all donor questions are answered timely, accurately and professionally; Answer questions via phone or transfer calls to appropriate staff member; Maintain alertness and awareness to any reaction a donor may have during or after the pheresis process and notify appropriate staff; Alert Supervisor of donor flow issues; Ensure accurate recording of donor data in the electronic donor information management system as outlined in the SOP; Maintain clean efficient work environment and ensure sufficient operating supplies and forms are available as needed. Follow all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promote safety in all actions; Maintains confidentiality of all personnel, donor and center information

MS Dept of Employment Security January 2007- February 2017 Acting Supervisor/ Lead Interviewer

Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed; Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources; Develop work schedules and assign duties to direct report personnel to ensure efficiency; Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources; Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems; Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports; Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis; Participate in meetings and recommend changes to policies and procedures; Assume leadership responsibility for departmental tasks and call center activities as required; Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work; Assist direct reports with escalated issues or cases as needed; Maintain a high level of confidentiality while performing all work tasks

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