LaQuandra Cox
Summary
Detail-oriented professional with extensive experience in document management and process optimization. Skilled in collaboration and multitasking, successfully reduced turnaround times and improved compliance through effective auditing and strategic initiatives.
Overview
14
14
years of professional experience
Work History
Document Specialist
Performance Food Group Co
Glen Allen, VA
06.2025 - Current
- Delivered exceptional customer service by resolving inquiries and issues efficiently.
- Assisted customers with account management and transaction inquiries using CRM systems.
- Implemented process improvements that enhanced response times and customer satisfaction ratings.
- Trained new team members on company policies, procedures, and customer interaction standards.
- Responsible for evaluating fraud events and clearly outlining the scenario, control suite and potential control deficiencies.
Analyze fraud events to identify potential control gaps - Interpret data to draw conclusions for strategic decision making
Senior Operations Analyst for Teasury/ACH Specialist
Bank of America
Richmond, VA
09.2020 - 03.2025
- Analyzed operational data to identify inefficiencies and recommend process improvements.
- Led cross-functional teams to implement strategic initiatives enhancing productivity and reducing costs.
- Developed comprehensive reports on operational performance for senior management review and decision-making.
- Streamlined workflows by implementing automation tools, increasing efficiency in daily operations.
Customer Service Representative
Toyota Financial Services
Owings Mills, MD
01.2019 - 06.2020
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed high-volume calls and emails, ensuring timely responses to all customer concerns.
- Trained new team members on customer service protocols and company policies.
- Implemented process improvements that streamlined operations and reduced response times.
Government Relations Specialist
Verizon Wireless
Hanover, MD
11.2015 - 12.2018
- Developed and maintained relationships with government officials to advocate for organizational interests.
- Analyzed legislative proposals and provided strategic recommendations to senior leadership.
- Coordinated advocacy campaigns, aligning messaging with policy objectives and stakeholder priorities.
- Monitored regulatory changes and communicated implications to relevant departments and teams.
Customer Service Representative- CC Services
Capital One
Glen Allen, VA
06.2012 - 11.2015
- Delivered exceptional customer service by resolving inquiries and issues efficiently.
- Assisted customers with account management and transaction inquiries using CRM systems.
- Implemented process improvements that enhanced response times and customer satisfaction ratings.
- Trained new team members on company policies, procedures, and customer interaction standards.
Education
BBA - Human Resources Management
University of Phoenix
Tempe, AZ05.2026
High School Diploma -
Cloverhill High
Midlothian, VA6 2010
Skills
- Proofreading expertise
- Multitasking efficiency
- Teamwork orientation
- Recordkeeping skills
Timeline
Document Specialist
Performance Food Group Co
06.2025 - Current
Senior Operations Analyst for Teasury/ACH Specialist
Bank of America
09.2020 - 03.2025
Customer Service Representative
Toyota Financial Services
01.2019 - 06.2020
Government Relations Specialist
Verizon Wireless
11.2015 - 12.2018
Customer Service Representative- CC Services
Capital One
06.2012 - 11.2015
High School Diploma -
Cloverhill High
BBA - Human Resources Management
University of Phoenix