Latasha Palmer
Tolleson,United States
Summary
Document management professional prepared to deliver precision and reliability in documentation. Known for enhancing workflow accuracy and maintaining high standards in document formatting. Knowledge of collaborative techniques to support team efficiency and project success. Reliable team player with strong ability to adapt and support dynamic project needs, showcasing skills in software proficiency and attention to detail.
Overview
18
18
years of professional experience
Work History
Home Loans Document Specialist
Discover Bank/Discover Financial Services
12.2019 - Current
- Collect documents required to render an initial credit decision.
- Validate data entry points and issues required loan disclosures.
- Handle customer inquiries on account status and requirements, triages technical questions.
- Pre-qualify customer loan inquiries.
- Review and request data to adhere to regulatory requirements.
- Documenting customers files, updating information as requested.
- Providing customer service regarding account information and credit cards via phone, email, and chat.
- Mentoring others and providing guidance to help increase stats.
- Attending the Agent + Program.
- Scheduling and completing coaching sessions.
- Assisting with fee adjustments.
- Handling a high volume of chats throughout the day.
- Explaining statement details and interest rates with the customers.
- Assisting with balance transfers being completed.
- Performing web support needs with logging into the accounts and resetting login credentials.
- Handling Secured and regular credit cards.
- Utilizes effective verbal communication and problem-solving skills to handle customer service inquiries. Multi-tasking may be required based on function type.
- Navigates a computerized system for responding to and/or troubleshooting customer questions, which includes using standard screens, scripts, and procedures.
- Uses discretionary authority to satisfy the customer within reasonable limits including but not limited to adjustments or credit limit increases.
- Handles routine customer service inquiries and problems for one to three call-type functions via telephone, digital, or chat channels.
- These routine customer service inquiries require the use of standard screens, scripts, and procedures.
- Assists over 100+ customers per day by energetically engaging in a fast-paced, back-to-back call environment via phone, online or chat.
- Brings empathy to customer inquiries about reward redemptions, customer information updates, card activations, making payments, processing lost or stolen cards, statement and APR inquires, and processes credit line increase and decrease requests.
- Utilizes multiple systems to respond to, troubleshoot and document customer inquiries.
- Leverages 2 standard screens, verbatim scripts and procedures.
- Builds the Discover Financial brand by providing industry-leading care and innovative solutions.
- Assisting with the navigation for online banking services.
- Performing fee adjustments depending upon the situation and the customers availability of their account.
- Submitting fraud cases to the fraud department for further reviewing.
- Restraining accounts due to suspected fraud.
- Performing limit increases and assisting with daily spending limits.
Customer Service Rep
Henry Schein
07.2015 - 11.2019
- Performing scripted calls.
- Up to 55 calls per day.
- Accurately documenting accounts (billing, statements, contracts, etc.).
- Performing special projects when asked.
- Adhering to regulatory and compliance guidelines.
- Processing billing payments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Ride Operator
Six Flags Over Texas
07.2007 - 07.2015
- Operating ride.
- Greeting guests and ensuring their safety.
- Direct and continuous interactions with guests, leads, and supervisors.
- Collaborated with team members to maintain clean, organized, and safe ride area for guests.
- Conducted daily inspections of amusement park rides to verify functionality and safety.
- Managed emergency situations calmly, following established protocols to ensure guest safety and wellbeing.
- Supported fellow team members in maintaining cohesive work environment focused on guest satisfaction and safety adherence.
- Demonstrated proper use of safety harnesses and other safety equipment.
- Demonstrated excellent multitasking abilities while operating multiple rides within assigned areas during busy park hours.
- Contributed to increased park attendance through consistently positive guest interactions and memorable ride experiences.
- Managed ride queues efficiently, reducing wait times and increasing guest throughput.
- Monitored and reported on ride capacity utilization, providing data for operational improvements.
- Improved guest experience by quickly addressing concerns and answering questions about ride operations.
Education
Bachelor’s - Business Management
Paul Quinn College
Dallas, TX12-2026
High School Graduate -
Sam Houston High School
Arlington, TX06.2008
Skills
- Customer service
- Credit Cards
- Consumer Banking
- Chat Support
- Fraud Detection
- Order Processing
- Billing Assistance
- Inbound/Outbound calling
- Software Proficiency
- Call Escalations
- Scripted Calls
- Data Entry
- Multitasking efficiency
- Teamwork orientation
- File management
- Workflow management
- Data logging
- Policy enforcement
- Document management
- Microsoft office mastery
- Adobe acrobat proficiency
- Quality assurance
- Compliance controls
- Multitasking Abilities
- Reliability
- Organizational skills
- Task prioritization
Accomplishments
- Supervised team of 6 staff members.
- Top Performer Awards since 2022
- Top 10 League of Heroes
- 100% Call Accuracy Awards
- Trust Hall Of Fame Awards
- Promotion to Acting Team Coach
Personal Email
- Latasha.palmer@hotmail.com
- Latashapalmer404@gmail.com
Languages
English
Full Professional
Timeline
Home Loans Document Specialist
Discover Bank/Discover Financial Services
12.2019 - Current
Customer Service Rep
Henry Schein
07.2015 - 11.2019
Ride Operator
Six Flags Over Texas
07.2007 - 07.2015
Bachelor’s - Business Management
Paul Quinn College
High School Graduate -
Sam Houston High School
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