LaTonya Wilbourn

Customer-focused professional with experience in healthcare customer service, call center operations, delivery logistics, and client support. Skilled at handling high-volume customer interactions, resolving issues efficiently, and providing compassionate service in fast-paced environments. Strong communication, multitasking, and problem-solving abilities with a proven record of reliability and professionalism.

Tier 3 Healthcare Customer Service Representative - Senture - Remote

(2025-06 - 2026-02)

• Assisted members with enrollment, claims, benefits, billing, and authorizations.
• Resolved escalated customer concerns while maintaining professionalism and empathy.
• Explained insurance coverage and claim information clearly to improve customer understanding.
• Recognized for strong call resolution performance and customer satisfaction.

Customer Service Representative - TTEC / Blue Cross Blue Shield of California - Remote

(2024-07 - 2025-03)

• Responded to high-volume inbound calls regarding health plans, billing, and insurance questions.
• Provided accurate information and support to ensure positive customer experiences.
• Collaborated with internal teams to improve service efficiency and issue resolution.

Delivery Contractor - DDI Transportation / Walmart Delivery Contractor - Baytown, TX

(2022-10 - 2024-07)

• Delivered customer grocery orders accurately and on schedule.
• Maintained excellent customer service and professionalism during deliveries.
• Managed delivery routes efficiently to meet company and customer expectations.

Computer Science - Southern Illinois University Edwardsville

High School Diploma