Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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
Omaha
05-1997

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
Latanarae Rosales