LaTavia Crosby
Sterlington
Summary
I'm Motivated Customer Service professional with 5+ years of experience working in fast-paced environments and engaging with customers through inbound and outbound communication. Skilled in building rapport quickly, identifying customer needs, and Processing claims and documenting interactions accurately. Strong interpersonal skills with a proven track record of providing exceptional service.
Overview
6
6
years of professional experience
Work History
Member Advocate
Blue Cross and Blue Shield
Remote, La
12.2024 - 03.2026
- Coordinated with providers, insurance companies, and internal departments to resolve issues.
- Handled a high volume workload either through chat, email or phones and the ability to pivot between healthcare servicing channels as needed.
- Maintained HIPAA compliance and patient confidentiality in a fast-moving, evolving environment.
- Processed payments, billing questions, and insurance claims support.
- Reviewed and resolved denied, delayed, or incorrect healthcare claims
- Analyzed billing codes, coverage details, and payment calculations
- Handled high-volume inbound and outbound calls while maintaining excellent customer service.
- Verified eligibility, benefits, and authorization requirements for medical services.
- Documented all customer interactions, case updates, and resolutions accurately.
Data Entry Specialist
Kelly Services
Remote, La
09.2023 - 11.2024
- Verify and correct data discrepancies to maintain accurate company records.
- Ensure all data is entered according to company procedures and deadlines.
- Maintained a high typing speed while ensuring accuracy and quality of work.
- Entered large volumes of data into databases with a high level of accuracy and attention to detail.
- Utilized spreadsheet software to organize and analyze data.
- Maintain confidentiality when handling sensitive customer information.
- Reviewed documents for accuracy and completeness before processing.
- Generated reports and maintained updated records for management.
Customer Service Representative
USAA Bank
Remote, La
10.2019 - 08.2023
- Handle high-volume inbound and outbound calls assisting customers with account inquiries and service requests.
- Maintain detailed records of customer interactions using CRM systems.
- Handle objections professionally and provide solutions that meet customer needs.
- Answer incoming customer calls, emails, and chat inquiries.
- Assisted customers with account questions, service options, and billing inquiries.
- Troubleshoot customer problems and escalate complex issues when needed.
- Follow regulatory and company policies, such as KYC (Know Your Customer).
- Maintain a professional and empathetic tone to ensure customer satisfaction.
- Verify customer information and ensure account security.
- Provide guidance and support for customers using online platforms and self-service tools.
- Maintained confidentiality of sensitive customer information.
Education
High School Diploma -
Neville Highschool
Monroe, LA05.2020
Associates - Business Technology
Louisiana Delta Community College
Monroe, La11.2022
Skills
- Inbound & Outbound Customer Support
- Complaint Handling
- Active Listening
- Customer Retention & Satisfaction
- Empathy & Professionalism
- Knowledge of Products/Services
- Attention to Detail
- Documentation & Reporting
- Time Management & Multitasking
- Problem-Solving & Troubleshooting
- 50WPM
- Healthcare administration
- Claims processing
- Data Entry
- EOBs / medical records
- Team collaboration
- HIPPA Compliance
- Medical terminology
Timeline
Member Advocate
Blue Cross and Blue Shield
12.2024 - 03.2026
Data Entry Specialist
Kelly Services
09.2023 - 11.2024
Customer Service Representative
USAA Bank
10.2019 - 08.2023
Associates - Business Technology
Louisiana Delta Community College
High School Diploma -
Neville Highschool