LATONIA THOMPSON
Milwaukee,WI
Summary
Customer service professional with extensive experience at Home Depot, specializing in relationship building and problem-solving. Demonstrated success in enhancing customer satisfaction and driving sales through effective team leadership. Proficient in Salesforce and skilled in multitasking, consistently achieving positive results in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Customer Service/Sales Virtual Agent
Home Depot
Atlanta, GA
09.2020 - 09.2022
- Assist incoming calls from in-store reps requesting a review and/or adjust changes to a customer flooring
- Requires extreme attention to detail
- Measured, marked and cut interior changes to selected room size via software
- Read plans, instructions or specifications to determine work activities
- Prioritized tasks for each job after reading project blueprints and documents
- Confirm dispatch of the assessment and measurement correct address and time to these home
- Built positive relationships with customers through consistent follow-up communications.
- Successfully handled escalated calls with patience and understanding.
- Attended team meetings regularly to discuss challenges faced by department.
- Managed multiple projects and tasks simultaneously, consistently delivering successful outcomes.
Call Center Team Lead
JCP.COM
Milwaukee, WI
06.2015 - 10.2018
- Provided product recommendations and upsell opportunities to maximize sales revenue.
- Managed incoming calls, emails, and chats to address customer needs and concerns.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees
- Director of 12 associates handling incoming calls
- Supported sales team members to drive growth and development
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Ensured that all calls are handled according to established guidelines while maintaining a high degree of professionalism at all times.
- Assessed performance of team members through regular one-on-one meetings and feedback sessions.
Payment Processor (Temp)
Robert Half Staffing/ Wells Fargo
Milwaukee, WI
12.2012 - 06.2014
- Answered customer invoice questions including resolving those issues discovered during invoicing and collection process
- Also send invoices adjustments and credit memos to customers
- Performed data import, scanning or manual keying processes to verify invoice accuracy
- Verified accuracy of invoices against payments received from customers.
- Analyzed customer information to ensure accuracy of payment data entry.
- Provided support to other team members when needed during peak times or special projects.
- Ensured compliance with industry regulations such as PCI DSS requirements.
Office Vendor (Temp)
AT&T
Milwaukee, WI
10.2008 - 05.2011
- Maintained records, logs and lifecycle documentation of work requests
- Devised incisive workarounds and resolutions for IT-related problems
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
- Maintained records of data communication transactions, problems and remedial actions or installation activities
Home Loan Servicing Loss Mitigations Specialist
Washington Mutual Home Loans Dept.
Milwaukee, WI
04.2001 - 08.2007
- Built positive relationships with businesses to strengthen client base.
- Coordinated with purchasing department to obtain quotes from preferred vendors.
- Monitored compliance with contractual agreements and service level agreements (SLAs).
- Managed audits and assessments to ensure compliance with regulatory requirements and company standards.
- Evaluated performance and conducted regular assessments to maintain quality standards and improve service delivery.
- Delivered prompt, knowledgeable solutions to address customers' loan service issues
- Handled routine and complex inquiries from customers, title companies and vendors each day
- Processed payoffs, releases and curtailments for Loss Mitigation loans
- Audited files regularly to detect and correct paperwork and processing errors
- Examined and verified information in loan application and closing documents
- Worked with third-party vendors to address and clear loan closing requirements
- Reviewed customer accounts to determine on-time payments and loan terms compliance
- Scanned and uploaded loan and related documents into the system
- Filed and maintained loan records
- Ordered property insurance or mortgage insurance policies to protect against loss on mortgaged property
- Prepared and typed loan applications, closing documents or legal documents using computers
- Answered questions and advised customers regarding loans and transactions
- Reviewed and corrected errors on interest, principal and closing costs
- Assembled and compiled documents for loan closings
Active Account Specialist
METAVANTE' CORP
Milwaukee, WI
04.1998 - 01.2001
- Built positive relationships with businesses to strengthen client base.
- Coordinated with purchasing department to obtain quotes from preferred vendors.
- Monitored compliance with contractual agreements and service level agreements (SLAs).
- Managed audits and assessments to ensure compliance with regulatory requirements and company standards.
- Evaluated performance and conducted regular assessments to maintain quality standards and improve service delivery.
Education
Diploma - US
JOHN MARSHALL HIGH SCHOOL
WI01.1989
Skills
- Microsoft Office Suite
- Data entry and typing
- VoIP systems
- Customer support platforms
- Salesforce and Siebel
- Customer loyalty building
- Multitasking and prioritization
- Problem solving
- Data accuracy
- Attention to detail
- Team leadership
- Customer service and relations
- Escalation management
References
References available upon request
Timeline
Customer Service/Sales Virtual Agent
Home Depot
09.2020 - 09.2022
Call Center Team Lead
JCP.COM
06.2015 - 10.2018
Payment Processor (Temp)
Robert Half Staffing/ Wells Fargo
12.2012 - 06.2014
Office Vendor (Temp)
AT&T
10.2008 - 05.2011
Home Loan Servicing Loss Mitigations Specialist
Washington Mutual Home Loans Dept.
04.2001 - 08.2007
Active Account Specialist
METAVANTE' CORP
04.1998 - 01.2001
Diploma - US
JOHN MARSHALL HIGH SCHOOL
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