L
LaTionia Brown
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Tennessee, United States
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Associate Support SpecialistMediavineJun 2023 - Jun 2025 (2 years 1 month)• Provided responsive, expert support to digital content publishers by reviewing site setups to ensure optimal ad placement and maximize revenue. • Collaborated closely with internal teams and publishers to identify monetization issues and proactively suggest solutions based on performance metrics. • Handled a high volume of support tickets via email using HubSpot and Intercom, maintaining a personalized and empathetic tone in all communications. • Created detailed troubleshooting documentation and collaborated in building out knowledge base articles to support publisher education and reduce ticket volume. • Conducted regular site audits and analytics reviews to help publishers meet revenue goals.- CSupport Operations AgentColor HealthJan 2022 - Jan 2023 (1 year 1 month)• Assisted users with account access issues, test registration, and navigation of Color's health platform during the COVID-19 response effort.
- ACustomer Service Representative IIAnthemOct 2019 - Jan 2022 (2 years 4 months)• Delivered expert-level assistance to Anthem members by providing detailed information on health plan benefits, claims, eligibility, billing, and provider networks. • Built strong rapport with clients through personalized interactions, consistently earning high satisfaction scores. • Maintained member account integrity through accurate data entry and compliance with company and HIPAA policies. • Navigated multiple systems simultaneously to verify coverage, track claims, and resolve billing issues during live calls. • Provided education on healthcare terminology, preventive services, and plan utilization to improve member engagement.
- Technical Support RepresentativeAsurionOct 2016 - Oct 2019 (3 years 1 month)• Delivered remote technical support to mobile users by diagnosing and resolving device and app-related issues on iOS and Android platforms. • Provided step-by-step assistance with app configuration, device settings, system updates, and backup/restoration. • Processed device replacement orders, managed shipping logistics, and handled service warranty inquiries with precision and professionalism. • Maintained strong product knowledge across multiple device brands and support systems, enabling fast, first-contact resolution. • Utilized empathy and active listening to reduce frustration and clearly communicate next steps for customers.