Latrice Brown

Experienced in handling 60–80 inbound calls daily, supporting members with benefits, eligibility, and claims inquiries in a high-volume environment. Consistently achieved 90%+ customer satisfaction and 80–85% first call resolution by delivering accurate, efficient support. Maintains 98% documentation accuracy while ensuring full HIPAA compliance when handling sensitive information.

Proven ability to meet performance metrics including AHT, QA, and attendance standards, with a focus on clear communication and problem resolution. Prepared for remote roles requiring reliability, efficiency, and attention to detail.

Operations Support/Site Supervisor - Allied Universal Security Services

(2022-04)

• Supervised daily operations for a team of 12–20 employees, maintaining workflow efficiency and accountability
• Monitored team performance and improved productivity by 15% through coaching, feedback, and schedule adjustments
• Resolved 85–90% of escalations on first review, reducing need for upper management involvement
• Maintained 95%+ attendance and schedule adherence by managing call-outs and shift coverage
• Trained and onboarded 10+ new hires, contributing to faster ramp-up and improved early performance
• Generated and maintained reports with 98% accuracy using Microsoft Office and internal systems
• Reduced customer/employee complaints by 20% through proactive issue resolution and communication
• Handled 60–80 inbound calls daily assisting members with benefits, eligibility, claims, and provider information
• Achieved 90%+ member satisfaction (CSAT) by delivering clear, accurate, and empathetic support

Healthcare Customer Service Representative - Molina Healthcare - Remote

(2019-06 - 2022-03)

• Handled 60–80 inbound calls daily assisting members with benefits, eligibility, claims, and provider information
• Achieved 90%+ member satisfaction (CSAT) by delivering clear, accurate, and empathetic support

Customer Service Representative - VXI Global - Remote

(2017-08 - 2019-05)

• Resolved 80–85% of inquiries on first call (FCR), reducing repeat contacts and improving efficiency
• Explained healthcare benefits, coverage details, and prior authorization requirements in simple terms
• Assisted members with claims status, billing questions, and issue resolution
• Maintained documentation with 98% accuracy in CRM and healthcare systems (e.g., claims platforms, member records)
• Ensured full compliance with HIPAA regulations when handling sensitive health information
• Reduced escalations by 10–15% through effective problem-solving and de-escalation techniques
• Handled 70–90 inbound calls per day assisting customers with billing, account inquiries, and service support
• Achieved 90%+ customer satisfaction (CSAT) by providing clear, efficient, and professional resolutions
• Resolved 80–85% of customer issues on first call (FCR), minimizing repeat contacts
• Maintained average handle time (AHT) within target range while ensuring quality service delivery
• Documented all customer interactions with 98% accuracy in CRM systems
• Navigated multiple platforms simultaneously to access accounts, process requests, and update records
• De-escalated frustrated customers, reducing supervisor escalations by 15%
• Met or exceeded daily, weekly, and monthly performance metrics in a high-volume environment
• Processed payments, updated account details, and explained products/services clearly

Bachelor of Arts - Business Management - Grantham University

High School Diploma - Terrell County High School