Latrice Rogers
Raytown
Summary
A personable and dedicated customer service representative with extensive experience in customer relations and data entry. Works hard to be a solid team player with an upbeat, positive attitude, and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role or department is assigned.
Overview
9
9
years of professional experience
Work History
Remote Claims Representative
Zurich American Insurance
Kansas City
05.2024 - Current
- Reviewed and verified insurance policy information to assess coverage and determine appropriate claims processing procedures.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Coordinated with healthcare providers to obtain missing information or clarification on claims.
- Entered claim information accurately into database systems
- Determined coverage by examining claim forms and supporting documents.
- Built rapport and trust with injured insureds through effective customer service techniques which involved fair and prompt processing of claims.
- Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.
- Verified claim data correctness in preparation for processing.
- Adhered to all applicable laws, regulations, and company standards while processing claims.
- Processed a high volume of incoming claims in accordance with established policies and procedures.
Customer Service Supervisor
Ross Dress for Less
Kansas City
09.2016 - 05.2024
- Cross trained in multiple departments to know all company needs and train new employees
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Worked with internal teams to understand business needs and changing strategies.
- Assisted cashiers with resolving customer complaints and inquiries
Education
Associate of Arts - Health Management
Metropolitan Community College
Kansas City, MO05-2027
Skills
- Efficient and Detail-Oriented
- Technical Support
- Medical Insurance Rep
- Supervisory Experience
- Sales
- Email Support
- Insurance regulations
- Allocating claims
- Workers Compensation
- Zendesk
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Data Entry
- CRM Software
- LiveChat Support
- Microsoft Office
- Billing
- Salesforce
Timeline
Remote Claims Representative
Zurich American Insurance
05.2024 - Current
Customer Service Supervisor
Ross Dress for Less
09.2016 - 05.2024
Associate of Arts - Health Management
Metropolitan Community College
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