Lateka Hampton Email & Phone Number

United States

Guided and supported customers with all aspects of service, including activation, billing inquiries, cancellations, troubleshooting, retention efforts, and escalation of complex issues.• Handled an average of 45-50 customer inquiries per day, demonstrating efficiency and effectiveness in managing high-volume workload while maintaining quality service standards.• Utilized Salesforce, Five9, Affiliated, Zendesk, and other SaaS platforms to efficiently manage customer interactions and maintain accurate records of all interactions.• Provided exceptional customer service by actively listening to customer concerns, addressing inquiries promptly and accurately, and ensuring resolution of issues to customer satisfaction.• Implemented retention strategies to minimize customer churn and increase customer loyalty, resulting in improved customer retention rates.• Met and exceeded key performance indicators (KPIs), including customer satisfaction ratings, first-call resolution rates, and average handle time, consistently achieving high-performance metrics. Collaborated with cross-functional teams to identify and implement process improvements and enhancements to enhance the overall

Mesa, Arizona, United States

Guided and supported incoming patients through enrollment process, initiating connection with Humble Helpings Health provider for telemedicine-based treatment, resulting in increased patient engagement.• Conducted intakes, collecting pertinent health information, and determining eligibility for telemedicine-based treatment services, ensuring appropriate patient care.• Verified insurance coverage and scheduled initial appointments based on provider availability, streamlining appointment scheduling process.• Innovative Growth Contribution Contributed to the growth of Humble Helpings. Updated Humble Helpings • Customer Relationship Management (CRM) system to track patient progress throughout enrollment pipeline, facilitating efficient outreach efforts.• Technical Proficiency Utilized expertise in Electronic Medical Records SaaS Software and Processing Claims through State Medicaid and Medicare using ICD-10 medical billing system.• Assisted over 40 patients daily with their needs and concerns via SaaS software, phone, email, web chat, and fax. .

San Francisco Bay Area

Guided and Supported Kaiser Members through Enrollment, Processing, and Billing• Spearheaded the implementation and utilization of project management proficiency in Zendesk, Salesforce Five-9 and other support platforms to efficiently manage customer tickets and provide accurate and timely responses. • Handled members support requests encompassing various, account management Members Accounts, escalated cases beyond initial purview.• Successfully multitasked while navigating various functions of the company’s service management system.• Engaged with patients through live chat, email, and phone with the goal of establishing a relationship and ensuring satisfaction with the service they received before ending the interaction.• Maintained a customer resolution rate of 95% over my tenure with the company.• Collaborated closely with other Customer Care team members to provide comprehensive support and ensure timely resolution of customer concerns.