La Toya Thomas
Plaquemine,AL
Summary
I'm interested in a Customer Service Position. I have over 15+ years in Customer Service. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
24
24
years of professional experience
Work History
Health Advocate
Bloom Insurance
06.2023 - Current
- Verify/collect demographics and update systems when needed.
- Make outbound calls to members in regards to health screenings that their due for.
- Schedule members health screenings with their PCP with them on the line and transportation services to their doctors appointment if needed.
- Assisted individuals, families and small businesses with acquiring health, vision, life and dental insurance.
- Engaged clients in health-related activities to enhance overall well-being.
- Transferred members to member services if they needed more complex matters or concerns.
- Maintained full and current understanding of available plans, products and services.
- Handled more than 75 daily outbound calls from health plan customers.
- Provided information such as copay and premium details, pre-approval procedures and available products.
Remote Customer Service Representative
Sagility
11.2022 - 04.2023
- Make 100 outbound calls to Humana members to do a health assessment and schedule appointments
- Take notes of customer situations or needs if they are in need of immediate assistance from their case workers
- Update their personal information in system
- Follow script to make sure customers needs were met during each call
- Take notes at end of each call to make sure customers records were updated in system and make note of what was discussed during call
- Often assisted with scheduling appointments, answered questions in regards to their scheduled appointments and any other scheduling related inquires or concerns that customers had.
Guest Service Representative
Hyatt Hotels
09.2021 - 10.2022
- Answered inbound calls for guests calling in to make hotel reservations
- Guests called in to make or cancel reservations
- Made sure all of the guests accommodations were met during their stay at any Hyatt hotels
- Give rate breakdown of room for each night and accepted their payment information over the phone
- Updated their information in the system if their address, or phone numbers had changed in their accounts
- Would also offer different discounts and if they were members they would receive a discount for their stay at any Hyatt hotels.
Customer Service Representative Member Advocate
Aetna, a CVS Health Company
08.2021 - 06.2022
- Educated and assists members on various elements of Medicaid benefits and services , benefit plan information and available services created to enhance the overall member experience with the company
- Initiates contact with members who have lost their Medicaid eligibility and fall into the DSNP grace period, to remind them to follow through with their Medicaid and LIS recertification
- Assists members with finding resources to help them reapply if necessary.
Work From Home Customer Service Representative
STARTEK - Greenwood Village, CO
06.2020 - 08.2021
- Working for the IRS
- Answering inbound calls in regards to the Economic Impact Payments
- Answered taxpayers with general information in regards to their Stimulus Payments
- When taxpayers called in, I was only allowed to assist them with general information in regards to where their payments were or why their payments hadn't been processed yet
- If taxpayers wanted more detailed information in regards to their payments, we had to do a cold transfer to another IRS agent who was able to access their accounts by inputting their personal information into the system to give them more in depth information in regards to their case
- Followed a script to make sure the customers needs were met correctly.
Plant Security Guard
Shintech - Plaquemine, LA
04.2012 - 02.2017
- Scanned employees badges upon entering and exiting the plant
- Made sure all truck drivers were given a respirator before entering into the plant
- Logged in delivery drivers and truck drivers names, name of the company they work for, their truck numbers and who they come into the plant to see or deliver to before letting them enter into the plant
- Upon exiting the plant we had to make sure all trucks were expected properly.
Private Caregiver
Ms. Juanita
11.2002 - 03.2012
- Assisted the client with everyday living activities
- Helped with dressing, bathing, combing hair and monitored the client while taking medications
- Prepared and cooked breakfast and lunch and stored dinner for that night
- Washed, dried and folded laundry
- Did light housekeeping throughout the home and also assisted the client to and from doctors appointments when needed.
Customer Service Representative
Westaff - Baton Rouge, LA
03.2002 - 09.2002
- Answered incoming calls for Wells Fargo Home Mortgage
- When callers called in, I assisted them with completing applications over the phone for home loans
- When assistance was needed with applications that were already completed, I had to go into the system by using their personal information to pull up their accounts to give them detailed information in regards to their loan applications.
Medical Records File Clerk
Baton Rouge Clinic - Baton Rouge, LA
11.1999 - 12.2001
- Once the patient had been seen by the physician, I would have to get the patient chart and file their records in numerical order and pull their folders once another physician needed their records for other reasons
- I also had to update the patient next and upcoming appointments into the systems before placing them back onto the shelf
Education
Diploma -
White Castle High School
White Castle, LA05.1999
Skills
- Receptionist
- Security
- Customer Service
- Communication Skills
- Windows
- Remote Access Software
- Operating Systems
- Microsoft Windows Server
- Citrix
- Search engines
- Customer support
- HIPAA
- Salesforce
- Typing
- Microsoft Office
- Guest services
Timeline
Health Advocate
Bloom Insurance
06.2023 - Current
Remote Customer Service Representative
Sagility
11.2022 - 04.2023
Guest Service Representative
Hyatt Hotels
09.2021 - 10.2022
Customer Service Representative Member Advocate
Aetna, a CVS Health Company
08.2021 - 06.2022
Work From Home Customer Service Representative
STARTEK - Greenwood Village, CO
06.2020 - 08.2021
Plant Security Guard
Shintech - Plaquemine, LA
04.2012 - 02.2017
Private Caregiver
Ms. Juanita
11.2002 - 03.2012
Customer Service Representative
Westaff - Baton Rouge, LA
03.2002 - 09.2002
Medical Records File Clerk
Baton Rouge Clinic - Baton Rouge, LA
11.1999 - 12.2001
Diploma -
White Castle High School
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