Lateka Edwards-Wise
Blythewood
Summary
Diplomatic Customer Service professional versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
25
25
years of professional experience
Work History
Customer Service Advocate II
Blue Cross Blue Shield
Columbia
10.2017 - Current
- Provide customer support for health insurance inquiries and claims processing.
- Collaborate with cross-functional teams to resolve complex service issues.
- Manage high call volumes while maintaining quality service standards.
- Work closely with other departments to ensure quality customer service delivery.
- Utilize CRM systems to track customer interactions and feedback.
- Handled billing inquiries and payment processing for policyholders.
- Maintaine accurate records of client interactions and policy changes.
Client Coordinator II Group Dental for - Remote
Randstand for AFLAC
Fort Lauderdale
07.2023 - 03.2024
- Provided timely, and accurate customer support to all group administrators, brokers, and agents with questions and requests.
- Lead team in managing new commercial groups from onboarding to policy fulfillment, including ongoing employee additions, terms, and changes made to policies.
- Processed all group renewals and cancellations.
- Reviewed client information to ensure that all paperwork (contracts, rate sheets, etc.) The document is properly signed, completed, and the client is a legal entity allowed to perform business in their respective states.
- Produced pre-filled enrollment packages for brokers and/or clients.
Server
Ihop
Columbia
08.2001 - 01.2020
- Operated POS terminals to input orders, split bills and calculate totals.
- Educated guests on daily specials and menu offerings such as appetizers, entrees and desserts.
- Maintained table settings by removing courses, replacing utensils and refilling beverages promptly.
- Restocked nonperishables and other items, including condiments and napkins from inventory to keep pantry well-supplied.
- Provided excellent customer service to create a welcoming dining experience.
- Collaborated with kitchen staff to ensure smooth meal preparation and service.
Drug and Alcohol Test Admin & Jr.Accountant
Random Drug Screens Inc
Columbia
05.2007 - 01.2011
- Prepared monthly and quarterly financial statements for review by senior management.
- Maintained and reconciled general ledger accounts.
- Assisted in the preparation of budgets and forecasts.
- Reviewed daily cash activity reports to ensure accuracy of information.
- Performed account reconciliations, including bank reconciliations.
- Educated clients on testing processes and expectations clearly.
- Administered pre-employment, random, post-accident, reasonable suspicion, return-to-duty, follow-up, and other types of drug tests as required by company policy or law.
- Conducted quality assurance checks on equipment used for administering tests.
- Reviewed chain of custody documents prior to specimen collection .
Education
Some College (No Degree) - Phlebotomy
Midlands Technical College
West Columbia, SCSkills
- Analytical abilities
- Data gathering
- Providing customer support
- Call center experience
Accomplishments
- Awarded a Certificate of Achievement for World Class Certification March 28,2019
- Nominated for a Care Award November 15, 2018.
Timeline
Client Coordinator II Group Dental for - Remote
Randstand for AFLAC
07.2023 - 03.2024
Customer Service Advocate II
Blue Cross Blue Shield
10.2017 - Current
Drug and Alcohol Test Admin & Jr.Accountant
Random Drug Screens Inc
05.2007 - 01.2011
Server
Ihop
08.2001 - 01.2020
Some College (No Degree) - Phlebotomy
Midlands Technical College