LaShonda Holmes
Haslet,Texas
Summary
Detail-oriented Compliance Manager offering 23 years of expertise in risk management, policy development and strategic planning. Advanced knowledge of regulatory compliance with proven track record of partnering with executives and business leaders to identify vulnerabilities and create corrective actions. Collaborative and team-oriented with excellent communication and interpersonal skills to foster strategic partnerships and promote company reputation.
Overview
23
23
years of professional experience
Work History
Compliance Manager
AT&T
01.2012 - 04.2023
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
- Conducted quarterly audits of environmental management compliance.
- Facilitated regulatory interactions concerning product repricing and tariffing of new services, ensuring alignment with Federal/State regulatory commissions.
- Prepared records and data for regular audits.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Managed compliance efforts, reporting and audits.
- Maintained effective working relationships with regulatory authorities, suppliers and customers.
- Consulted with clients on best practices and served as project manager for all process improvements and regulatory initiatives.
- Collaborated with contract team to review client contracts and facilitate personnel compliance training.
- Analyzed and decoded complex data to support regulatory filings, comments, and testimonies ensuring accuracy and compliance.
Customer Service Representative
AT&T
02.2000 - 01.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- CLEC expert in porting, converting, and changes to services.
- Central office support team.
- Extensive knowledge of T1's, Fiber to Prem, Copper, and plain telephone service.
- Dispatch repair technicians for business and consumer clients.
- Follow-up on repair reports for accuracy and completion.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed and updated databases to handle customer data.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
- Processed escalations from consumer and business clients
Education
Master of Arts - Business Administration
University of Phoenix
Tempe, AZ10.2021
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ05.2020
Skills
- Regulatory Documentation
- Information Gathering
- Compliance Documentation
- Quality Controls
- Audit Support
- Quality Management Processes
- SOP Writing
- Training Development
- Data Evaluation
- Project Management
- Analytical Thinking
- Risk Assessments
- Process Management
- Training Coordination
- Process Development
- Team Leadership
- Persuasion
- Attention to Detail
- Contract Negotiator
- Regulatory Standards
- Regulatory Examinations
- Process Improvement
- Business Process Analyst
- Research and Development
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Compliance Manager
AT&T
01.2012 - 04.2023
Customer Service Representative
AT&T
02.2000 - 01.2012
Master of Arts - Business Administration
University of Phoenix
Bachelor of Science - Business Management
University of Phoenix