LaTavia Johnson
McKinney,TX
Summary
Dedicated customer service specialist with expertise in conflict resolution and effective communication. Demonstrates strong problem-solving skills to enhance customer satisfaction and loyalty. Collaborates with teams to adapt to changing needs while delivering efficient and empathetic service, consistently driving organizational goals.
Overview
12
12
years of professional experience
Work History
Senior Customer Care Professional UNL
Thrivent
McKinney, Tx
08.2025 - Current
- Handled inbound customer calls, emails, and chat inquiries in customer care center.
- Guided customers through product, service, and account questions with clear communication.
- Resolved billing, order, and account issues using CRM systems and policy guides.
- Reviewed account details and verified information before processing service requests.
- Documented customer cases and updated records in service tracking software.
- Managed multiple tasks simultaneously while adhering to strict deadlines.
Senior Fraud Specialist II
JPMorgan Chase
10.2020 - 08.2025
- Guided development of policies and procedures that strengthened fraud management practices.
- Contributed to innovative solutions that enhanced defenses against identity theft and account takeover attempts.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Drove cultural change by promoting fraud awareness initiatives across the organization.
- Played an instrumental role in driving cultural change around fraud awareness throughout the organization.
Contact Center Representative
Capital One
01.2018 - 10.2020
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Contributed insights during team meetings on common customer issues, enhancing collective problem-solving efforts.
- Handled approximately 45 incoming calls daily, maintaining service quality and responsiveness.
- Utilized multiple software applications to accurately and efficiently handle customer inquiries.
- Provides accurate, valid, and complete information to customers by using correct methods and procedures
- Handled an average of 45 customer calls daily, addressing inquiries and providing assistance.
Customer Service Representative
Asurion
01.2015 - 01.2018
- Managed high volume of calls daily, maintaining composure under pressure while ensuring exceptional service delivery.
- Actively listened to customers, resolved concerns quickly, and escalated major issues to supervisor for further action.
- Handled escalated customer complaints, achieving satisfactory resolutions for clients and reinforcing company reputation.
- Reduced call resolution time through efficient problem-solving and communication skills.
Education
High School Diploma -
Sierra High School
San Bernardino, CASkills
- Transaction monitoring
- Fraud prevention
- Quality control
- Complaint resolution
- Customer satisfaction
- Call center experience
- Effective communication
- Critical thinking
- Telephone professionalism
- Phone etiquette
- Microsoft PowerPoint
- Scheduling
- Live chat support
- Ethics and integrity
Timeline
Senior Customer Care Professional UNL
Thrivent
08.2025 - Current
Senior Fraud Specialist II
JPMorgan Chase
10.2020 - 08.2025
Contact Center Representative
Capital One
01.2018 - 10.2020
Customer Service Representative
Asurion
01.2015 - 01.2018
High School Diploma -
Sierra High School