Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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LATISHA NELSON

Phenix City

Summary

Dynamic sales and customer service professional with a proven track record at SelectQuote, excelling in relationship building and problem-solving. Skilled in loan processing and team leadership, I have successfully nurtured leads and enhanced team performance, fostering a culture of collaboration and continuous improvement. Passionate about delivering exceptional results and driving customer satisfaction.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Sales Development Associate

SelectQuote
Overland Park
07.2024 - Current
  • Cultivated strong relationships with potential clients to nurture leads efficiently.
  • Executed outbound prospecting and lead generation to identify new client opportunities.
  • Utilized targeted phone calls and emails to generate new prospects and nurture existing ones.
  • Employed social selling techniques to expand professional networks and uncover sales opportunities.
  • Prepared detailed quarterly and annual progress reports against targets set.
  • Collaborated with sales team to build a robust sales pipeline.
  • Responded promptly to inquiries from potential clients, delivering essential information and assistance.

Customer Service Representative Supervisor

Everise
09.2022 - Current
  • Company Overview: Customer Service Excellence
  • Spearheaded and supervised a dynamic team of 25 customer service representatives, providing visionary guidance, coaching, and unwavering support to ensure the seamless delivery of exceptional customer service.
  • Vigilantly monitored and evaluated team performance, harnessing the power of advanced call center software and performance metrics to discern areas for improvement and expertly implement targeted coaching and training initiatives.
  • Cultivated and nurtured a positive and collaborative team culture, fostering an environment characterized by support, motivation, and collective growth to engender high levels of employee engagement and satisfaction.
  • Regularly convened team meetings and conducted individual performance reviews, delivering constructive feedback, establishing ambitious performance goals, and celebrating noteworthy achievements.
  • Collaborated synergistically with cross-functional departments, including Quality Assurance and Training, to identify and address training needs, fostering an environment of continuous development for team members.

Assistant Operations Manager

Consolidated Loan Company
Columbus
06.2013 - 09.2022
  • Orchestrated and managed a dynamic team of loan professionals, orchestrating their efforts to deliver exemplary performance in loan consolidation processes, while meticulously adhering to established protocols and predetermined timelines.
  • Pioneered and upheld robust loan consolidation policies and procedures, meticulously ensuring unwavering compliance with intricate regulatory frameworks and exacting company standards.
  • Furnished visionary guidance and unwavering support to team members, encompassing comprehensive training, tailored coaching, and constructive performance feedback, thereby nurturing their skills and elevating overall productivity.
  • Regularly convened team meetings and conducted comprehensive individual performance reviews, delivering astute feedback, establishing ambitious performance goals, and celebrating noteworthy achievements.
  • Expertly handled complex loan consolidation scenarios, including those encompassing multiple loans and diverse financial situations, deftly crafting optimal consolidation strategies to ensure accurate and highly beneficial outcomes for customers.

Customer Service Loan Specialist

Glenn Finance
Columbus
08.2012 - 07.2013
  • Provided exceptional customer service to loan applicants, guiding them through the loan application process, answering inquiries, and addressing concerns promptly and professionally.
  • Conducted thorough credit analysis and verification of loan applicants, reviewing documentation, income verification, and collateral information to assess creditworthiness and determine loan eligibility.
  • Accurately entered loan application data into loan management systems, ensuring completeness and compliance with regulatory requirements.
  • Collaborated with underwriting and loan processing teams to ensure timely and accurate processing of loan applications, resolving any discrepancies or missing information.
  • Assisted customers with loan document preparation, ensuring all necessary documents were obtained and properly executed.
  • Maintained regular communication with customers, providing updates on the status of their loan applications and addressing any additional requirements or documentation needed.

Assistant Manager

Rent A Center
Columbus
06.2007 - 08.2012
  • Exemplified a customer-centric mindset, delivering exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring overall customer satisfaction.
  • Demonstrated expertise in guiding customers through the rental product selection process, leveraging comprehensive product knowledge to provide tailored recommendations and elucidate rental terms and agreements.
  • Orchestrated inventory management activities, employing meticulous attention to detail to receive, organize, and maintain accurate records of merchandise.
  • Conducted regular inventory audits, employing a rigorous approach to ensure inventory accuracy, identify discrepancies, and implement corrective measures to optimize inventory control.

Education

High School Diploma -

William Henry Spencer High School
Columbus, GA

Skills

  • Customer Service Excellence
  • Strong Problem-Solving
  • Effective Communication Skills
  • Typing Speed and Accuracy
  • Team Leadership
  • Coaching and Mentoring
  • Performance Evaluation
  • Call Center Management
  • Training and Development
  • Employee Engagement
  • Relationship Building
  • Cross-Functional Collaboration
  • Quality Assurance
  • Training Needs Analysis
  • Loan Consolidation
  • Regulatory Compliance
  • Policy Development and Implementation
  • Loan Processing
  • Credit Analysis
  • Documentation Management
  • Financial Analysis
  • Collateral Assessment
  • Loan Eligibility Determination
  • Loan Application Processing
  • Data Entry Accuracy
  • Customer Relationship Management
  • Time Management
  • Attention to Detail
  • Problem Resolution
  • Multitasking
  • Organizational Skills
  • Inventory Management
  • Record Keeping
  • Merchandise Receiving
  • Inventory Auditing
  • Corrective Measures Implementation
  • Rental Product Knowledge
  • Sales and Upselling
  • Product Selection Guidance
  • Rental Terms Explanation
  • Inventory Control Optimization

Certification

  • Insurance Personal Lines License

References

References available upon request.

Timeline

Sales Development Associate

SelectQuote
07.2024 - Current

Customer Service Representative Supervisor

Everise
09.2022 - Current

Assistant Operations Manager

Consolidated Loan Company
06.2013 - 09.2022

Customer Service Loan Specialist

Glenn Finance
08.2012 - 07.2013

Assistant Manager

Rent A Center
06.2007 - 08.2012

High School Diploma -

William Henry Spencer High School

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LATISHA NELSON