Open to opportunities

Lateeya Coston

@lateeyacoston

Message

Customer retention and customer service professional resolving escalated claims with 7+ years’ experience.

United States

Message

What I'm looking for

I’m looking for a role where I can drive customer retention by resolving escalated concerns, handling claims and billing inquiries accurately, and using Salesforce, Zendesk, and ServiceNow to improve satisfaction, loyalty, and long-term relationships.

I'm a Customer Retention and Customer Service professional with 7+ years of experience in remote and customer-facing environments. I build loyalty by strengthening customer relationships, managing accounts, and resolving escalated concerns with de-escalation and conflict resolution skills.

In my current role as a Claims Specialist, I assist veterans and providers with claims, billing inquiries, and account concerns while maintaining HIPAA compliance, accuracy, and quality. Previously, I handled billing support, retention goals, and technical and billing support for Apple customers, consistently delivering exceptional service and identifying opportunities for service upgrades and revenue growth.

Experience

Work history, roles, and key accomplishments

Current

Claims Specialist

Current

TDB Communications

Apr 2024 - Present (2 years 2 months)

Assist veterans and providers with claims, billing inquiries, and account concerns. Resolve complex claims issues while maintaining compliance and accuracy, de-escalating sensitive situations to improve customer satisfaction.

Claims Processing Billing Support HIPAA compliance De escalation Conflict Resolution Account Management Customer Retention CRM Systems Salesforce

Customer Service Representative

Rocket Pest Control

Apr 2023 - Feb 2024 (10 months)

Managed customer accounts, billing inquiries, and service concerns to retain customer relationships. Identified opportunities for service upgrades and revenue growth through effective problem solving.

Customer Retention Customer Loyalty Account Management Billing Support Conflict Resolution Cross Selling Upselling CRM Systems Zendesk

Freight Broker

Total Quality Logistics

May 2022 - Jan 2023 (8 months)

Managed customer and carrier relationships by negotiating rates and maintaining long-term partnerships. Focused on service continuity and relationship management to support ongoing business needs.

Freight Brokerage Account Management Relationship Management Customer Service Customer Loyalty CRM Systems Conflict Resolution Cross Selling

Technical Support Representative II

Concentrix

Dec 2020 - Apr 2022 (1 year 4 months)

Delivered technical and billing support to Apple customers in a remote customer service environment. Consistently met customer satisfaction and quality goals while resolving issues and supporting accurate account handling.

Technical Support Billing Support Customer Satisfaction Customer Loyalty Conflict Resolution Claims Processing CRM Systems ServiceNow Zendesk

Customer Advocate

Orkin Pest Control

Jun 2017 - Sep 2020 (3 years 3 months)

Handled inbound customer support, scheduling, and billing adjustments to support retention goals. Resolved complaints effectively and improved customer outcomes through de-escalation and service coordination.