LaTonya R. Wilson
Cabot
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Experienced with interpreting and applying health insurance policies and regulations. Utilizes analytical skills to resolve claims and ensure compliance with standards. Strong understanding of client needs and effective communication to provide clear, accurate information.
At Unifi / Delta Airlines, I excel in passenger assistance and problem-solving, ensuring seamless operations and enhanced customer satisfaction. My expertise in teamwork and documentation verification, coupled with exceptional communication skills, drives operational efficiency and positive customer experiences.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
Work History
Gate Agent
Unifi / Delta Airlines
10.2024 - Current
- Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
- Enhanced customer satisfaction by providing efficient and courteous service during the boarding process.
- Tagged and transferred baggage from scales to designated conveyor belt.
- Resolved passenger issues promptly and professionally, maintaining a high level of customer satisfaction.
- Assisted customers with ticketing and baggage check-in requirements.
- Provided updated flight information to passengers, keeping them informed of any changes or delays in their travel plans.
- Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
- Managed passenger check-in by verifying customers' travel documentation.
- Sold, printed and reissued available tickets to customers at check-in.
- Checked in passengers efficiently, verifying identification and travel documents for accuracy and compliance with airline policies.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Server
Jimmy Buffett's Margaritaville
02.2024 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Resolved customer complaints with calm, solution-focused approach, ensuring guest satisfaction.
- Kept up with fast-paced environments, ensuring timely delivery of orders during peak hours.
- Streamlined order-taking process to minimize wait times for diners.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
Customer Service Representative
Arkansas Blue Cross and Blue Shield
06.2018 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer and provider requests regarding policies, benefits and claim information.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Optometric Technician
Cox Eye Care / Vilonia and Maumelle Eye Care
08.2007 - 06.2018
- Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
- Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
- Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
- Managed administrative duties with phone reception, appointment scheduling and payment processing.
- Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
- Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
- Instructed patients on contact lens insertion and removal and lens care guidelines.
- Filled and dispensed eyeglass prescriptions, fitting frames, lenses and contact lenses for comfort and convenience.
- Maintained inventory levels and accurate records of contact lenses and eyeglass frames.
- Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Supported timely claims processing by submitting accurate and complete documentation to insurance companies.
- Posted payments to accounts and maintained records.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Obtained payments from patients and scanned identification and insurance cards.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Processed medical insurance claims and payments.
Education
High School Diploma -
East End High School
Bigelow, AR05-1993
Skills
- Passenger assistance
- Travel documentation verification
- Teamwork
- Documentation verification
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
- Data entry
- Microsoft Word
- Microsoft Excel
- Data accuracy
- Time management
- Fast typing speed
- Customer Service-oriented
- Independent worker
- Office administration
- Strong problem solver
- Administrative support
- Medical billing
- Physician billing
- Insurance eligibility
- Claims appeal procedures
- HIPAA compliance
- Claims processing
- Insurance verification
Timeline
Gate Agent
Unifi / Delta Airlines
10.2024 - Current
Server
Jimmy Buffett's Margaritaville
02.2024 - Current
Customer Service Representative
Arkansas Blue Cross and Blue Shield
06.2018 - 01.2024
Optometric Technician
Cox Eye Care / Vilonia and Maumelle Eye Care
08.2007 - 06.2018
High School Diploma -
East End High School
Similar Profiles
Fou LaniviaFou Lanivia
Operation Manager at Unifi Delta AirlinesOperation Manager at Unifi Delta Airlines
Caitlyn SnydersCaitlyn Snyders
Customer Service Supervisor at Unifi Service/Delta AirlinesCustomer Service Supervisor at Unifi Service/Delta Airlines
Ashley Laura-Leigh MasseyAshley Laura-Leigh Massey
Station Manager at UNIFI/Delta & United AirlinesStation Manager at UNIFI/Delta & United Airlines