LaTiki Peterson
Charlotte,NC
Summary
Highly skilled Escalation Specialist with wide-ranging experience in customer issue resolution, strategic problem-solving and team leadership. Strong ability to facilitate communication between clients and technical teams, ensuring prompt resolution of complex issues while maintaining high levels of client satisfaction. Focused on improving operational efficiency and boosting team performance by leveraging strong organizational and decision-making skills. Resolved numerous escalated cases successfully, resulting in improved customer retention rates.
Overview
8
8
years of professional experience
2018
2018
years of post-secondary education
Work History
Escalation Specialist
Wells Fargo
Charlotte
03.2021 - 07.2025
- Resolved customer escalations through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to address and mitigate service issues.
- Analyzed complex cases to identify root causes and recommend solutions.
- Monitored follow-up actions to ensure timely resolution of escalated issues.
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated customer complaints and identified root cause of the issue.
Customer Service Representative
Varo Bank
Charlotte
01.2019 - 03.2021
- Assisted customers with account inquiries and banking transactions.
- Resolved customer complaints through effective communication and problem-solving.
- Educated clients on product features and services offered by Varo Bank.
- Conducted follow-up calls to ensure customer satisfaction and support needs.
- Processed account openings, closings, and maintenance requests efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
Cashier Supervisor
Target
Charlotte, NC
02.2017 - 02.2020
- Supervised cashiers during shifts, ensuring efficient customer service and accurate transactions.
- Trained new cashiers on register operation and customer interaction best practices.
- Managed cash drawer audits, resolving discrepancies and maintaining financial integrity.
- Scheduled staff shifts, optimizing coverage during peak hours for better service flow.
- Handled customer complaints promptly, fostering a positive shopping experience for patrons.
- Monitored compliance with company policies and procedures, ensuring operational consistency.
- Greeted customers and responded to requests for information.
Education
Associate of Arts - Liberal Arts
Monroe Community College
Rochester, NY 07.2015 - 06.2017
Eastridge High School
Rochester, NYSkills
- Conflict resolution
- Root cause analysis
- Customer relationship management
- Quality assurance
- Service restoration
- Issue tracking
- Effective communication
- Problem solving
- Team leadership
- Training development
- Attention to detail
- Time management
Timeline
Escalation Specialist
Wells Fargo
03.2021 - 07.2025
Customer Service Representative
Varo Bank
01.2019 - 03.2021
Cashier Supervisor
Target
02.2017 - 02.2020
Associate of Arts - Liberal Arts
Monroe Community College
07.2015 - 06.2017
Eastridge High School
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