Laticia Ward
Columbus
Summary
Experienced call center professional consistently exceeds productivity goals. Demonstrates swift troubleshooting skills to promptly resolve issues. Committed to maintaining high levels of professionalism, patience, and efficiency to minimize customer dissatisfaction and promote long-term customer loyalty.
Overview
19
19
years of professional experience
Work History
Lead-Customer Service
NV Energy
06.2022 - Current
- Resolved escalated calls for Agents, Residential and Commercial customers
- Established open and professional relationships with team members, and other departments to achieve quick resolutions for various issues
- Promote high standards through personal example to help each member understand expected behaviors and standards
- Worked with team to identify areas of improvement and devised solutions based on findings
- Performed department system checks to ensure all systems are functioning and operating as needed
Customer Service Representative
NV Energy
01.2018 - 06.2022
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Processed customer service orders promptly to increase customer satisfaction
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Exhibited high energy and professionalism when dealing with clients and staff
- Met customer call guidelines for service levels, handling time and productivity
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Maintained up-to-date knowledge of product and service changes
- Followed up with customers about resolved issues to maintain high standards of customer service
- Cross-trained and provided backup support for organizational leadership
Lead Admin Coordinator
Clark County Collection Services
09.2016 - 01.2018
- Lead and mentored administrative team
- Handled complex collections/asset resolution process, bankruptcy, repossessions, total losses, and forced-placed insurance
- Reviewed accounts and took appropriate action to ensure agencies receive compensation for their assets
- Monitor and manage within the various bankruptcy chapters
- Document and handled file maintenance of member's bankruptcy accounts
- Maintained assigned work queues
- Cashier
Collector
Clark County Collection Services
06.2016 - 09.2016
- Recover overdue payments on accounts
- Negotiate repayment plans, and encourage alternative payment solutions
- Contacted customer by phone, email and mail to recover debt
- Keep detailed notes and records of all communications and actions
- Answers customer questions regarding billing statements
- Maintained confidentiality and the utmost discretion
- Collaborated with lawyers if legal action is required
- Used debt collection software, skip tracing software, and public records databases
- Sent necessary paperwork to customers and credit bureaus promptly
Collector
ERI Financial Services
05.2015 - 06.2016
- Recover overdue payments on accounts
- Negotiate repayment plans, and encourage alternative payment solutions
- Contacted customer by phone, email and mail to recover debt
- Keep detailed notes and records of all communications and actions
- Answers customer questions regarding billing statements
Dispatcher
ISMG Security
05.2015 - 06.2016
- Received emergency and non-emergency calls
- Address problems and requests by transmitting information & providing solutions
- Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations
- Provide field with information about orders, traffic, obstacles and
- Enter data in computer system and maintain logs and records of calls, activities and other information
Sheriff's Custody Specialist
San Bernardino County Sheriff's Dependent
08.2005 - 11.2014
- Monitor and control public and inmate movement and activities within a detention facility through direct visual contact
- Monitored audio and video systems
- Maintained visual surveillance of intake area for officer and inmate safety
- Monitored inmate visits
- Provided information to the public when needed
- Enforce all facility rules and policies
- Prepare reports and maintain records and logs
Education
HS Graduate -
Susan Miller Dorsey High School
Los Angeles, CA06.1985
Skills
- Data entry
- Records search
- Service Quality
- Excellent communication
- Service Delivery
- Customer service
- Problem-solving
- Cash handling
- Adherence to high customer service standards
- Relationship building
- Customer relations
- Team building and leadership
- Handling escalations
- Team building
ADDITIONAL INFORMATION
Organization/Office: Microsoft Office97-365, Outlook, Excel, MS Teams, Skype, Zoom, Lexis/Nexis, Equifax, Banner, NetCadops, On-Demand, Aspect, On Demand, ERP, Sensus, Skoti, NICE (Time keeping)
Timeline
Lead-Customer Service
NV Energy
06.2022 - Current
Customer Service Representative
NV Energy
01.2018 - 06.2022
Lead Admin Coordinator
Clark County Collection Services
09.2016 - 01.2018
Collector
Clark County Collection Services
06.2016 - 09.2016
Collector
ERI Financial Services
05.2015 - 06.2016
Dispatcher
ISMG Security
05.2015 - 06.2016
Sheriff's Custody Specialist
San Bernardino County Sheriff's Dependent
08.2005 - 11.2014
HS Graduate -
Susan Miller Dorsey High School
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