Latanarae Rosales
Papillion
Summary
Dynamic Customer Service Representative with extensive experience at Physicians Mutual Insurance, excelling in conflict resolution and statistical reporting. Proven ability to enhance operational efficiency and uphold quality standards in high-pressure environments. Recognized for effective communication and teamwork, consistently achieving performance objectives and contributing to team success.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Physicians Mutual Insurance
Omaha
11.2017 - Current
- Orchestrated resolution of consumer contacts and customer conflicts through phone communication
- Articulate and convey requests and concerns from policy owners and providers
- Exhibit extensive understanding of Life, Basic, and Advanced Insurance products.
- Uphold all quality and performance standards encompassing daily objectives, monthly metrics, monthly quality assessments, and time compliance
- Generated comprehensive monthly and daily statistical reports for decision-making.
Developed lead schedules to enhance operational efficiency.
Processed beneficiary forms, maintained meticulous records, and adhered to guidelines.
Took on various tasks as assigned by management to support team objectives. - Contributed as vital member of BOLD committee alongside Safety committee
Customer Service Representative
Alorica / Bank of America
Sioux City
01.2015 - 12.2025
Customer Service Representative
Alorica / Sirius XM Radio
Omaha
01.2015 - 06.2017
Customer Service Representative
Stream Global Services Inc.
Sioux City
08.2011 - 05.2012
Shift Manager
McDonalds
Sioux City
06.2006 - 06.2010
Education
High School Diploma -
Bryan High School
Omaha05-1997
Skills
- Customer service
- Conflict resolution and two-way communication
- Insurance products
- Statistical reporting
- Data management
- Quality assurance
- Efficiency in high-stress environments
- Effective team member
- Ability to perform in a fast-paced work environment
Accomplishments
- Received multiple ACE awards
Timeline
Customer Service Representative
Physicians Mutual Insurance
11.2017 - Current
Customer Service Representative
Alorica / Bank of America
01.2015 - 12.2025
Customer Service Representative
Alorica / Sirius XM Radio
01.2015 - 06.2017
Customer Service Representative
Stream Global Services Inc.
08.2011 - 05.2012
Shift Manager
McDonalds
06.2006 - 06.2010
High School Diploma -
Bryan High School
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