Latoya Gaston
Plainfield,IL
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 6 years of experience in Human Resources. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
13
13
years of professional experience
Work History
HR Staff Representative – Pilot Service Center
United Airlines
12.2017 - Current
- Provide superior customer service to all Pilots by promptly responding to their inquiries, achieving established customer service and performance related measures
- Interpret standard administrative procedures and practices, escalating non-routine matters to appropriate individuals
- Perform high volume transactional administrative activities related to all leaves, administrative functions, expense report processing, travel authorization, passport and visa inquires or support and relocation processing
- Maintain appropriate records relating to Pilots inquires
- Assist Aviate participants regarding Applicant inquires/Application status using Taleo
HR Partner – Self Employed
TDB Towing INC
12.2021 - 12.2022
- Act as the figurative head of the organization when communicating with stockholders, government entities and clients
- Manage overall operations and make major decisions affecting the organization
- Negotiate or approve agreements and contracts for the organization
- Assess and minimize risks to the company
- Evaluate and track the success of the company in reaching its goals
- Provide company-wide leadership.
Sr. Customer Service Representative – Technical Support
Capital One
04.2015 - 12.2017
- Answered incoming calls and fulfill servicing requests while delivering to the highest level of quality
- Built rapport and deepen customer relationships by resolving calls through first call resolution (FCR), guiding the call, and taking ownership
- Communicated with customers through verbal and written contact concerning problems and complaints with banking products and tools
- Entered customer inquiries generating service requests and activities to resolve customer inquiry
- Presented needs-based referral/product recommendations to deepen the banking relationship.
Customer Service Supervisor
Xerox-Verizon Wireless
07.2014 - 04.2015
- Tracked and maintained a minimum of 10 associates on their attendance and payroll in an organized matter
- Overseen/coached and assisted employees with performance related to their job duties
- Handled account documents in accordance with Company regulations
- Collected and compiled statistical data
- Managed vendor relationships In the absence of Senior Manager make, carried out and documented decisions necessary to ensure the efficient operation of the work unit and protect Company interests.
Social Media Representative– Chat Associate
Xerox-U.S. Cellular Corporation
01.2013 - 07.2014
- Responded to customers inquires via chat, identify customer’s needs, make recommendations of products and services, and provide additional value, added services to interactions
- Handled multiple chats sessions concurrently, surpassing quality expectations, helping team receive above average quality reviews
- Lead weekly team huddles/meetings in the absence of management
- Evaluated industry trends and maintain a thorough understanding of social media best practices, new social features, relevant industry benchmarks and KPIs
Customer Service Representative
U.S. Cellular Corporation
11.2010 - 01.2013
- Answered national ACD from customer’s inquiring on their accounts, requiring technical assistance with phones or networks, account management, and addition to products and services to their accounts
- Researched and resolve issues; evaluate usage, recommend services to add value
- Utilized empowerment and excellent decision-making skills to process credits and adjustments to customers’ accounts when appropriate
- OJT training of new hires, format user guides, company policies and procedures, lead team meetings
- Presented monthly newsletters and introduce any differences in policy, procedure, and promotions.
Education
Bachelor of Science – Behavior Science -
East West University
Chicago, IL01.2013
Skills
- Benefit Management
- Credential Verification
- Human Resources
- Project Management
- Customer Service
- Employee Training
- Policy Implementation
- Staffing
- Verbal/Written
- Paycom
- Record Keeping
- ADP Software
Timeline
HR Partner – Self Employed
TDB Towing INC
12.2021 - 12.2022
HR Staff Representative – Pilot Service Center
United Airlines
12.2017 - Current
Sr. Customer Service Representative – Technical Support
Capital One
04.2015 - 12.2017
Customer Service Supervisor
Xerox-Verizon Wireless
07.2014 - 04.2015
Social Media Representative– Chat Associate
Xerox-U.S. Cellular Corporation
01.2013 - 07.2014
Customer Service Representative
U.S. Cellular Corporation
11.2010 - 01.2013
Bachelor of Science – Behavior Science -
East West University