Latonia Ford
Lexington
Summary
Customer-focused professional with a strong background in active listening and complaint resolution. Experienced in managing customer interactions and ensuring compliance with company standards, contributing to enhanced customer experiences.
Overview
29
29
years of professional experience
1987
1987
years of post-secondary education
Work History
Customer service agent/Inbound Call Center Representative
Stor All
Lexington
2022.05 - 2025.11
- Assisted customers with inquiries about storage solutions and services.
- Managed inventory levels and organized storage unit assignments.
- Utilized customer relationship management software for tracking interactions.
- Provided detailed information on pricing and rental agreements to clients.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Answered incoming calls promptly and professionally within company standards.
- Provided product information to customers in a timely manner.
- Managed high-volume of inbound and outbound customer calls.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Helped clients navigate online systems within established frameworks to obtain services.
- Returned customer calls in established turnaround time to meet company objectives.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Updated customer records in the CRM system accurately with each interaction.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Care Agent
Center For Disease Control
Lexington
2021.07 - 2021.12
- Responded to customer inquiries regarding public health programs and services.
- Assisted with patient follow-ups to ensure compliance with health recommendations.
- Managed scheduling for vaccination appointments and health screenings.
- Documented customer interactions in the electronic health record system.
- Provided support during public health emergencies by coordinating communication efforts.
- Maintained accurate records of customer interactions and transactions.
- Ensured compliance with all applicable laws related to consumer protection.
- Analyzed data regarding previous customer interactions for future reference.
- Documented all customer interactions accurately in CRM system.
- Monitored incoming calls from customers, ensuring all were answered in a timely manner.
Customer Care Advisor
Gm Motors
Lexington
2021.03 - 2021.07
- Processed customer orders and maintained accurate records in the system.
- Assisted customers with product selections and service recommendations effectively.
- Resolved customer complaints by troubleshooting issues and providing solutions promptly.
- Utilized CRM software to track interactions and enhance customer engagement strategies.
- Identified customer needs and provided appropriate solutions.
- Followed up with customers to ensure their issues were resolved satisfactorily.
- Ensured compliance with company policies and procedures related to customer service.
- Assisted customers with navigating websites for online orders or account management tasks.
Health Benefits Coordinator
Massachusetts health connector
Lexington
2020.11 - 2021.03
- Coordinated health benefit enrollment processes for diverse populations.
- Assisted clients in understanding health plan options and eligibility requirements.
- Reviewed and updated client records for accuracy and compliance with regulations.
- Responded promptly to inquiries from employees regarding their benefits coverage or eligibility status.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Produced detailed reports and data models to help clients pick optimal plans.
- Coordinated open enrollment periods for employees, providing guidance on plan selection decisions.
- Developed strong referral network of representatives, administrators and providers.
- Put together reports and trend models to advise clients on best plan options.
Claims Analyst
United Healthcare Group
Lexington
2018.01 - 2018.05
- Responded to customer inquiries regarding public health programs and services.
- Analyzed claims data to identify trends and discrepancies.
- Reviewed and processed insurance claims for accuracy and compliance.
- Collaborated with healthcare providers to resolve claim issues efficiently.
- Utilized claims management software to track and manage claim status.
- Prepared detailed reports on claim processing metrics for management review.
- Communicated with clients to provide updates on claim resolutions.
- Conducted investigations to gather evidence in support of claims resolution.
- Verified documents to ensure accuracy of information provided by customers.
- Investigated claim and settlement deals and reviewed coverage determinations.
- Maintained accurate records of all claim activities in accordance with company policies.
- Reviewed customer claims, identified discrepancies and determined appropriate course of action.
Customer Service Representative
AAA Auto Club Group
Lexington
2017.07 - 2018.01
- Assisted members with inquiries regarding policy coverage and services.
- Processed membership applications and renewals efficiently and accurately.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Maintained detailed records of customer interactions in the CRM system.
- Provided support during peak times to ensure timely service delivery to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Housewife
Household
Lexington
2013.01 - 2017.01
- Completed day-to-day duties accurately and efficiently.
Benefits Specialist
Bank of America Merrill Lynch
Lexington
2012.01 - 2013.01
- Maintained electronic and physical filing systems for efficient document retrieval.
- Managed employee benefits enrollment processes for various plans.
- Reviewed and updated benefits materials to ensure compliance with regulations.
- Assisted employees in understanding benefit options and resources available.
- Maintained accurate records of employee benefits selections and changes.
- Assisted employees with enrolling in benefit plans and explained plan options.
- Researched and resolved employee inquiries regarding benefits programs.
- Reviewed eligibility for medical insurance coverage and other benefit plans.
- Compiled data from various sources for reporting purposes.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
Housewife
Household
Lexington
2009.01 - 2012.01
- Completed day-to-day duties accurately and efficiently.
- Took this time to raise and care for my infant children.
Data Entry Clerk
IRS
Lexington
2008.01 - 2009.01
- Entered and maintained accurate data in IRS databases.
- Reviewed documents for completeness and accuracy before processing.
- Assisted in organizing and filing tax records for easy retrieval.
- Updated existing records with new or revised information as needed.
- Maintained confidentiality of sensitive information entered into the system.
- Checked source documents against entered data to ensure accuracy.
- Identified and corrected data entry errors to prevent duplication across systems.
- Scanned documents into appropriate databases for storage purposes.
- Reviewed, corrected or deleted data, verifying customer and account information.
Housewife
Household
Lexington
2001.01 - 2008.01
- Completed day-to-day duties accurately and efficiently.
- Took this time to care for my infant children.
Police Communications Officer
Lexington Urban Co Government Division of Police
Lexington
1996.09 - 2001.01
- Managed emergency calls and dispatched officers to incidents efficiently.
- Operated radio communication systems to ensure reliable contact with field units.
- Documented incident reports and maintained accurate records for law enforcement use.
- Assisted in training new staff on communication protocols and equipment usage.
- Collaborated with various agencies to enhance information sharing during emergencies.
- Monitored surveillance systems to support ongoing investigations and public safety efforts.
- Responded promptly to non-emergency inquiries, providing information to the public.
- Maintained confidentiality of sensitive information in all communications and records.
- Coordinated with multiple agencies such as fire departments, ambulance services, hospitals, tow companies, ensuring that appropriate resources were dispatched when necessary.
- Answered emergency and non-emergency calls, providing assistance or routing to appropriate personnel.
- Maintained accurate records of all incoming calls and dispatched units as needed.
- Managed large volumes of phone calls while maintaining accuracy in communication with callers and dispatchers alike.
Education
Medical Billing/ Claims
Ashworth College
Norcross, GA 2004.07 - 2006.08
Norte Del Rio
Sacramento, CASkills
- Effective communication
- Active listening
- Empathetic and genuine
- Multitasking and organization
- Customer service
- Call flow maximization
- Decision-making
- Time management
- Team collaboration
- Problem solving
- Customer engagement strategies
- Health program coordination
- Complaint resolution
- Call handling efficiency
- Data entry accuracy
- CRM software utilization
- Customer relationship management
- Customer relationship management (CRM)
- Upselling
- Billing inquiries
- Call center experience
- Cultural awareness
- Service-oriented self-starter
- Outstanding communication skills
Timeline
Customer service agent/Inbound Call Center Representative
Stor All
2022.05 - 2025.11
Customer Care Agent
Center For Disease Control
2021.07 - 2021.12
Customer Care Advisor
Gm Motors
2021.03 - 2021.07
Health Benefits Coordinator
Massachusetts health connector
2020.11 - 2021.03
Claims Analyst
United Healthcare Group
2018.01 - 2018.05
Customer Service Representative
AAA Auto Club Group
2017.07 - 2018.01
Housewife
Household
2013.01 - 2017.01
Benefits Specialist
Bank of America Merrill Lynch
2012.01 - 2013.01
Housewife
Household
2009.01 - 2012.01
Data Entry Clerk
IRS
2008.01 - 2009.01
Medical Billing/ Claims
Ashworth College
2004.07 - 2006.08
Housewife
Household
2001.01 - 2008.01
Police Communications Officer
Lexington Urban Co Government Division of Police
1996.09 - 2001.01
Norte Del Rio