Lateaka Heard
Lateaka Heard
Norcross, GA ------------ ------------
________________________________________
Talented, able to retain useful knowledge, shows initiative, pays close attention to detail, dependable, driven, trained to coach and positively influence others, consistent, able to handle stress in a positive and productive manner, resourceful, and teachable.
________________________________________
Core Strengths & Skills
Communication Skills (verbal & written) Information processing Customer Service
Time Management/Deadline Sensitive Relationship Building Skills Document Control
Travel Arrangements HR Department Startup Compensation
Staff Recruitment & Retention Data Collection Performance Management
Meeting Scheduling/Organizing Appointment Scheduling Organizer
FMLA/ADA/EEO/WC Employment Law Payroll/Compensation Auditing Prepared Salary HRIS/PeopleSoft/SAP Benefits Administration
Professional Experience
State Farm, Atlanta, Ga.
Underwriting Service Assistant Feb 2018-Oct 2018
Reviewed and processed applications according to established referral guidelines. Assist with telephone inquiries from agents, staff, and policyholders as needed.
• Performs breakdowns, electronically and/or manually calculates rates
• Prepares/types and assembles routine policy forms, endorsements, and filings
• Types certified copies for policy coverage as requested
• Works suspense accounts listings
• Handle auditable policy functions and routine premium collections
• Researches and corrects routine system errors
State Farm, Atlanta, Ga.
CIR Specialist Mar. 2014-Feb. 2018
Promoted to start up the Enterprise Shared Services as a Customer Interaction Review Specialist, where my role was to provide input and to positively influence others to effectively deliver Remarkable Service to our customer’s and business partners.
• Evaluated Sales reps and recognized and coaching opportunities as well as pointed out their remarkable actions done during an interaction evaluated.
• Acted as the onsite subject matter expert providing concise accounts and testimonies to support m coaching o different behaviors.
• Participated in meetings with leadership to promote consistency within CIR procedures and evaluation standards
• Participated in special projects, committees, EOM training and assignments
• Completed research and resolved routine customer and agent service situations
• Applied knowledge and skills to contact evaluations to ensure production and accuracy expectations as outlined by leadership
State Farm, Birmingham, AL
Payment Plan Specialist Sept. 2008-Feb. 2014
Performed account maintenance for State Farm while providing exceptional customer service to State Farm agents and policyholders, in support of State Farm’s billing programs through servicing flexible billing options which may require contact by telephone, correspondence or in person.
• Worked and made decisions independently, understanding the scope of responsibilities
• Made presentations, including training material to a variety of audiences
• Negotiated solutions with various parties including, but not limited to customers, business partners, and employees regarding billing matters
• Coordinates, completed, and reported quality reviews on employees
• Assisted in the research for complaints received by the Chairman’s and /or Executive offices as instructed by management
• Analyzed and maintained large check listings, suspense listing, etc. and monitored corrections
Education & Certification
West Georgia Tech – LaGrange, GA
Associate Degree in Early Childhood Development, 2000
References Available Upon Request
Lateaka Heard
Norcross, GA ------------ ------------
________________________________________
Talented, able to retain useful knowledge, shows initiative, pays close attention to detail, dependable, driven, trained to coach and positively influence others, consistent, able to handle stress in a positive and productive manner, resourceful, and teachable.
________________________________________
Core Strengths & Skills
Communication Skills (verbal & written) Information processing Customer Service
Time Management/Deadline Sensitive Relationship Building Skills Document Control
Travel Arrangements HR Department Startup Compensation
Staff Recruitment & Retention Data Collection Performance Management
Meeting Scheduling/Organizing Appointment Scheduling Organizer
FMLA/ADA/EEO/WC Employment Law Payroll/Compensation Auditing Prepared Salary HRIS/PeopleSoft/SAP Benefits Administration
Professional Experience
State Farm, Atlanta, Ga.
Underwriting Service Assistant Feb 2018-Oct 2018
Reviewed and processed applications according to established referral guidelines. Assist with telephone inquiries from agents, staff, and policyholders as needed.
• Performs breakdowns, electronically and/or manually calculates rates
• Prepares/types and assembles routine policy forms, endorsements, and filings
• Types certified copies for policy coverage as requested
• Works suspense accounts listings
• Handle auditable policy functions and routine premium collections
• Researches and corrects routine system errors
State Farm, Atlanta, Ga.
CIR Specialist Mar. 2014-Feb. 2018
Promoted to start up the Enterprise Shared Services as a Customer Interaction Review Specialist, where my role was to provide input and to positively influence others to effectively deliver Remarkable Service to our customer’s and business partners.
• Evaluated Sales reps and recognized and coaching opportunities as well as pointed out their remarkable actions done during an interaction evaluated.
• Acted as the onsite subject matter expert providing concise accounts and testimonies to support m coaching o different behaviors.
• Participated in meetings with leadership to promote consistency within CIR procedures and evaluation standards
• Participated in special projects, committees, EOM training and assignments
• Completed research and resolved routine customer and agent service situations
• Applied knowledge and skills to contact evaluations to ensure production and accuracy expectations as outlined by leadership
State Farm, Birmingham, AL
Payment Plan Specialist Sept. 2008-Feb. 2014
Performed account maintenance for State Farm while providing exceptional customer service to State Farm agents and policyholders, in support of State Farm’s billing programs through servicing flexible billing options which may require contact by telephone, correspondence or in person.
• Worked and made decisions independently, understanding the scope of responsibilities
• Made presentations, including training material to a variety of audiences
• Negotiated solutions with various parties including, but not limited to customers, business partners, and employees regarding billing matters
• Coordinates, completed, and reported quality reviews on employees
• Assisted in the research for complaints received by the Chairman’s and /or Executive offices as instructed by management
• Analyzed and maintained large check listings, suspense listing, etc. and monitored corrections
Education & Certification
West Georgia Tech – LaGrange, GA
Associate Degree in Early Childhood Development, 2000
References Available Upon Request