Latosha Moody Email & Phone Number

Evansville, Indiana

Audit calls, Coach representatives, and train new leadership how to audit based on the Call evaluation guidelines.

Assisted members and providers with claims and benefits on short term medical plans offered through (NHIC).Assisted members, providers and brokers with fully insured medical and dental plans, claims and premiums. Coached new hire representatives and assisted with their training making sure there was a clear understanding of quoting benefits and how claims are processed based on plan benefits.

Assist members and providers with medical, dental, and vision claims and benefits for self-funded insurance plans.

Henderson, Kentucly

Sell products and services offered by AT&T while building value with customers.Achieve sales objectives and goals on daily basisProviding efficient, courteous customer service with individual and corporate accounts.Staying innovative with new technology and techniques.Maintaining strong knowledge of the Company, as well as keeping up with inventory and store displays. Building rapport with customers to drive in business.

Observe customer calls and evaluate behaviors in accordance with national quality guidelinesTrain new hire representatives to ensure understanding of company policy and proceduresComplete calibration to ensure representatives, team managers, and leadership are aligned in scoring policies and procedures Identify prevalent trends and recommend immediate resolution techniques Provide support for new hire representatives with face to face coaching and call flow guidanceAssist managers with creating development and coaching plans for representatives

Assisted representatives with questions by using company resources and informationCollaborated with management to reduce average handle time and increase First Contact Resolution by proactively assisting representatives with long calls and escalationsEnsued operational rules and regulations are adhered toResolved escalated and critical customer issues/concerns Special projects, as assignedManager on duty

Utilized a variety of systems and web-based tools to research and resolve customer issuesHandled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with First Call ResolutionCommunicated with customers using web-based tools and demonstrates the associated proficiency in typing and grammarMade financial decisions to protect/collect revenues and adjustment to customer accounts

Associate'S Degree, Accounting

Diploma, High School/Secondary Diplomas And Certificates