LaTonya Wilbourn
@latonyaw5
Customer-focused Healthcare Customer Service Representative skilled in high-volume call resolution and member support.
United StatesWhat I'm looking for
I’m a customer-focused Healthcare Customer Service Representative with experience supporting members through enrollment, claims, benefits, billing, and authorizations in fast-paced call center environments. I handle escalated concerns with professionalism and empathy, and I’m recognized for strong call resolution performance and customer satisfaction.
Across my roles, I’ve provided accurate guidance on health plans and insurance questions, collaborated with internal teams to improve service efficiency, and clearly explained insurance coverage and claim information to strengthen customer understanding. I also bring logistics and delivery support experience from managing routes and delivering orders accurately and on schedule while maintaining excellent customer service.
Experience
Work history, roles, and key accomplishments
Tier 3 Healthcare CSR
Senture
Jun 2025 - Feb 2026 (8 months)
Assisted members with enrollment, claims, benefits, billing, and authorizations while resolving escalated concerns with professionalism and empathy. Explained insurance coverage and claim information clearly to improve customer understanding.
Customer Service Representative
TTEC
Jul 2024 - Mar 2025 (8 months)
Responded to high-volume inbound calls for health plans, billing, and insurance questions, providing accurate information and support. Collaborated with internal teams to improve service efficiency and issue resolution for positive customer experiences.
Delivery Contractor
DDI Transportation
Oct 2022 - Jul 2024 (1 year 9 months)
Delivered customer grocery orders accurately and on schedule while maintaining excellent customer service and professionalism. Managed delivery routes efficiently to meet company and customer expectations.
Education
Degrees, certifications, and relevant coursework
Southern Illinois University Edwardsville
Computer Science
Studied Computer Science at Southern Illinois University Edwardsville in Edwardsville, IL. Also listed a High School Diploma in the education details provided.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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