Latasha Knight
Columbia
Summary
Hi, I'm Latasha Knight I'm a accommodating Customer Support Specialist with a documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with a successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Advocate II
Palmetto Gba
Columbia
09.2025 - Current
- Answered inquiries from healthcare providers on Medicare Part A, Part B, RRB, and competitive bidding programs, ensuring accurate information delivery.
- Handled live helpdesk calls and monitored e-chats, resolving complex claims, payment, and beneficiary eligibility issues to enhance provider satisfaction.
- Quality Assurance: Maintain high compliance and quality scores for the Privacy Act, knowledge application, and customer-service skills.
- Researched and devised solutions for escalated issues from providers and management, improving resolution rates and stakeholder communication.
- Made outgoing calls to suppliers and providers to process special CMS projects.
Juvenile Correctional Officer
JCO II
Columbia
04.2024 - 05.2025
- Ensured safety and security of incarcerated juveniles during daily operations
- Providing intensive security for juveniles with higher risk or security status
- Enforced rules and regulations of correctional facility to promote a safe environment
- Supervised inmates during daily activities, including meals and recreation, to maintain order
- Transporting inmates to and from court hearings, medical facilities, classes, or recreational activities
- Patrolling correctional facility to ensure it is clean, secure, and well-maintained
- Completing incident reports when violence or disorder erupts
- Compiled daily reports to document facility activities and incidents.
- Reporting breaches of security or inappropriate behavior to supervisors
Wireless Senior Rep./Retention Specialist Dept./Advance Tech Support
Dish Network
Summerville
02.2023 - 03.2024
- Resolved network issues to restore connectivity and improve customer satisfaction
- Troubleshooting technical issues
- Diagnosing and repairing faults
- Guided customers through troubleshooting steps to efficiently resolve technical problems
- Speaking to customers to quickly get to the root of their problem
- Installing and configuring hardware and software
- Replaced and repaired faulty components in equipment to ensure functionality.
- Supporting the roll-out of new applications
- Created procedural documentation to streamline support processes and enhance team knowledge
- Managing multiple cases at one time
- Testing and evaluating new technologies
Tech Support/Cardholder Service/Claims Dept.
Bank of America
Columbia
10.2021 - 01.2022
- Assisted customers with inquiries and support to enhance satisfaction.
- Provided detailed information about products and services to facilitate informed decisions.
- Processed customer payments using point-of-sale system.
- Calculated service charges based on customer usage to ensure accurate billing.
- Processing billing
CSR Tier 2 Agent/Technical Support
SC Dept. of Employment and Workforce
Columbia
10.2020 - 03.2021
- Diagnosed and resolved technical issues to restore service functionality
- CSR lead for T1
- Identified and addressed customer concerns
- Assist with issues and claims
- Assisted customers with payments to ensure timely transactions
- Report any fraudulent acts
- AWS, CRM software
Patient Care Technician
Prisma Health
Columbia
06.2020 - 09.2020
- Performed patient care procedures, including keeping rooms clean, monitoring vital signs, and providing fundamental care actions
- Provided emotional support, physical assistance, and encouragement for patients on their role in rehabilitation
- Assisted with catheter insertion and removal for male and female patients
- Supported patient nutrition by assisting with feeding during meal times
- Executed daily personal hygiene tasks per patient, including room tidying, daily bath, and changing linens
- 15+ patients per week, both at rehabilitation centers as well as at home
- Ensured trash and laundry baskets were emptied after each room visit to maintain cleanliness
- Retrieved personal belongings for patients from downstairs and front desk to enhance their comfort
Executive Assistant/Tech Support
GRIPP ENT LLC.
03.2015 - 01.2020
- Documented phone messages and relayed them to appropriate personnel to ensure timely communication
- Managed procurement of office supplies, including ink cartridges, toner, and paper, to maintain operational readiness
- Received and routed business correspondence to the correct department or staff member
- Contacted patients regarding unpaid and underpaid accounts to resolve any issues
- Welcomed incoming customers and provided friendly, knowledgeable assistance to enhance customer experience
- Aggregated and prepared documentation and reports for office meetings, distribution, and filing
- Oversaw procurement of office supplies and maintained vendor relationships to ensure efficiency.
Caregiver, Self Employed
08.2012 - 12.2014
- Assisted disabled clients to enhance independence and overall well-being
- Provided support to patients with daily activities such as bathing, dressing, and eating.
- Oversaw daily activities of clients, providing assistance to ensure their safety and engagement.
- Transported individuals to medical appointments and errands, facilitating access to essential services
- Monitored progress and documented any status changes accordingly
- Administered medication according to physician instructions
- Maintained a clean, safe, and well-organized patient environment
Telemarketing Sales Representative
IQOR (T-Mobile)
02.2011 - 04.2012
- Conducted 30 customer calls daily to address inquiries and provide support
- Explained product prices and packages while addressing customer questions and concerns
- Contacted customers as soon as issues arose to immediately find resolution before the problems escalated
- Troubleshoot any issues and escalate issues to the proper department
- Provided exceptional service to clients, strengthening relationships for future business opportunities
- Answered calls, took messages, and transferred calls to the appropriate individuals
Sale Associate/Assistant Manager
BROWN SHOE CLOSET
02.2008 - 09.2009
- Cultivated customer loyalty through friendly greetings and attentive service
- Trained and coached new sales associates to enhance team performance
- Organized racks and shelves to enhance store visual appeal and customer experience
- Prepared merchandise for the sales floor
- Collaborated with team members on projects to achieve goals
- Kept work areas clean and neat at all times
Education
Certified Nursing Assistant -
Midland Technical College
Columbia, SC11-2019
CNA -
Midlands Technical College
West Columbia, SC11-2019
GED -
SC DEPARTMENT OF EDUCATION
Summerville, SC09-2013
Skills
- Call center operations
- Customer service and support
- Healthcare customer support
- Virtual customer support
- Client care coordination
- Transaction processing
- Data entry
- Customer relationship management
- Scheduling and logistics
- Technical support and documentation review
- Medical terminology knowledge
- Decisiveness and analytical thinking
- Oral and written communication
Certification
- Certified Medication Technician, 10/01/2010
Timeline
Customer Service Advocate II
Palmetto Gba
09.2025 - Current
Juvenile Correctional Officer
JCO II
04.2024 - 05.2025
Wireless Senior Rep./Retention Specialist Dept./Advance Tech Support
Dish Network
02.2023 - 03.2024
Tech Support/Cardholder Service/Claims Dept.
Bank of America
10.2021 - 01.2022
CSR Tier 2 Agent/Technical Support
SC Dept. of Employment and Workforce
10.2020 - 03.2021
Patient Care Technician
Prisma Health
06.2020 - 09.2020
Executive Assistant/Tech Support
GRIPP ENT LLC.
03.2015 - 01.2020
Caregiver, Self Employed
08.2012 - 12.2014
Telemarketing Sales Representative
IQOR (T-Mobile)
02.2011 - 04.2012
Sale Associate/Assistant Manager
BROWN SHOE CLOSET
02.2008 - 09.2009
Certified Nursing Assistant -
Midland Technical College
CNA -
Midlands Technical College
GED -
SC DEPARTMENT OF EDUCATION