LaTanya Knight-Lawrence
New Castle ,DE
Summary
Thrilled at the opportunity to contribute to the growth and success of an organization by applying expertise in a dynamic and challenging environment. Committed to making a lasting impact through strategic thinking, problem-solving, and a strong dedication to excellence. Eager to collaborate with like-minded professionals.
Overview
20
20
years of professional experience
Work History
Customer Care Team Lead-Loss Drafts
Assurant
Duluth, GA
01.2016 - Current
- Assist with developing and motivating our customer service representatives for improved business performance.
- Monitor calls and provide constructive feedback encouraging continued learning for Quality Assurance.
- Consistently provide updates and coaching to ensure new procedures are followed.
- Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
- Work closely with my peers for improved productivity and better resource allocation.
- Developed training materials to ensure consistent performance levels among team members.
Sr. Customer Care Specialist-Loss Draft
Assurant
Duluth, GA
01.2014 - 01.2016
- Offer processing instructions and provide updates to clients on status of claims funds and documentation provided.
- Assist with escalated issues concerning processes to ensure correct procedures are being followed.
- Provide support for my teammates answering questions in chats and acting as floor support.
- Often called upon by Team Leads and Managers to assist with escalated issues and projects.
- Assist with providing training for new hires.
Sr. Customer Care Specialist- Hazard
Assurant
Duluth, GA
01.2013 - 01.2014
- Act as liaison between homeowner and insurance companies to obtain current policy information.
- Update carrier information and process payments as needed.
- Resolve any issues regarding policy and payment discrepancies.
- Facilitated conflict resolution between customers and company representatives, preserving relationships and promoting brand loyalty.
- Collaborated with cross-functional teams to ensure seamless customer interactions across all touchpoints.
Customer Care Specialist-Hazard
Assurant
Duluth, GA
01.2010 - 01.2012
- Act as liaison between homeowner and Insurance Company to obtain current policy Information.
- Update insurance information and process premium payments.
- Resolve any issues regarding policy and payment discrepancies.
Supervisor Customer Support Sales
Comcast Cable
Alpharetta, GA
01.2005 - 01.2009
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks
- Displayed strong leadership talent and problem-solving skills to keep team encouraged and motivated.
- Set developmental climate by providing challenging growth-oriented assignments.
- Acts decisively and with fairness with dealing with employees.
- Establishes realistic and measurable goals/objectives and monitors progress against them for self and team.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Education
Some College (No Degree) - Human Services
Delaware Technical And Community College
WilmingtonSome College (No Degree) - Business
American Institute of Banking
Skills
- Negotiating
- Resolving conflicts
- Customer service
- Microsoft Applications
- Communication Skills
- Interpersonal skills
- Oral/written communication
Timeline
Customer Care Team Lead-Loss Drafts
Assurant
01.2016 - Current
Sr. Customer Care Specialist-Loss Draft
Assurant
01.2014 - 01.2016
Sr. Customer Care Specialist- Hazard
Assurant
01.2013 - 01.2014
Customer Care Specialist-Hazard
Assurant
01.2010 - 01.2012
Supervisor Customer Support Sales
Comcast Cable
01.2005 - 01.2009
Some College (No Degree) - Human Services
Delaware Technical And Community College
Some College (No Degree) - Business
American Institute of Banking