Letisha Sheffield

Detail-oriented customer service professional with extensive experience in insurance, utilities, and retail sectors. Skilled in handling high-volume inbound calls, resolving billing issues, and making account adjustments up to $1,000. Trained new associates on system processes and billing transactions. Consistently meets or exceeds performance goals while delivering clear communication and a welcoming, professional attitude.

Customer Advocate - City Of Richmond DPU - Richmond, VA

(2023-08)

• Answers in-bound customer calls regarding utility services, billing issues, and disputes, resolving inquiries efficiently and ensuring high customer satisfaction.
• Processes various account adjustments up to $1,000, achieving accurate and timely resolution of billing discrepancies using strong attention to detail.
• Provides training for new associates on system processes and billing transactions, improving team onboarding and reducing training time by streamlining procedures.

Office Assistant - Food Lion - Richmond, VA

(2023-01)

• Handled cash and credit transactions accurately, ensuring efficient and error-free checkout experiences for customers.
• Counted cash drawers at shift start and end, maintaining precise records and supporting loss prevention efforts.
• Resolved all customer service inquiries promptly, enhancing customer satisfaction and loyalty through effective communication.
• Balanced safe and registers daily, ensuring compliance with company policies and minimizing cash discrepancies.

Customer Service Associate - Liberty Mutual Insurance - Richmond, VA

(2020-09 - 2021-07)

• Provided inbound customer care for insurance holders and government agencies, ensuring accurate and timely responses to inquiries.
• Confirmed policy details and made updates per request, maintaining up-to-date and compliant customer records.
• Kept customer accounts updated, supporting seamless policy management and enhancing overall client satisfaction.

Customer Service Representative - Anthem - Richmond, VA

(2014-09 - 2020-03)

• Provided inbound and outbound support for plan members and healthcare providers through online chat, ensuring prompt and accurate assistance.
• Delivered benefits, eligibility, and authorization information, facilitating informed decisions for both members and providers.
• Resolved customer inquiries while maintaining complete and accurate documentation of all accounts, supporting compliance and service quality.

Customer Care Professional - Aegis Communications - Sierra Vista, AZ

(2012-07 - 2013-10)

• Provided comprehensive customer care for United Healthcare customers, addressing a wide range of inquiries and concerns.
• Supplied customers with information from various databases during calls, ensuring accuracy and timely responses.
• Researched information using multiple systems during calls, streamlining issue resolution and improving first-call resolution rates.
• Resolved customer inquiries while maintaining complete and accurate documentation of all accounts, supporting operational compliance.

High school diploma or GED - Bessemer City High School (2003-08 - 2004-05)