LaTonya Galloway
Stockbridge,GA
Summary
Customer-focused professional with 16+ years of experience in customer success, operations support, and technical support. Expertise in 401K and IRA record-keeping, ERISA compliance, fraud prevention, and managing sensitive financial data. Proven ability to analyze complex information, ensure regulatory adherence, and resolve high-priority client and participant issues. Strong leader and collaborator, skilled in training teams, improving processes, and driving exceptional service delivery. Committed to continuous learning and delivering solutions that align with organizational goals.
Overview
19
19
years of professional experience
Work History
Senior Specialist Operations Support Services
Empower Retirement
05.2022 - 07.2024
- Comprehend retirement plan provisions from plan documents, summaries of plan provisions, and related plan materials to ensure accuracy and compliance with regulations.
- Review forms for accuracy for request types including withdrawals, loans, enrollments, participant updates and notices of death.
- Communicate with clients and participants to resolve requests that are not in good order.
- Validate participant bank accounts to prevent fraudulent withdrawals.
- Make outbound calls to participants to validate withdrawal requests for fraud prevention.
- Work with participants over the phone to bring requests into good order for processing.
- Research public information database to locate participant information.
- Support Large plan audits .
- Tracks and monitors job progress to ensure that all necessary data is requested and received in order to meet compliance deadlines.
- Provides detailed consultations with Plan Consultant in drafting plan documents, plan amendments, and other legal documents.
- Responsible for protecting, securing, and proper handling of all confidential data to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm clients.
- Supported department leadership in implementing new policies, procedures and controls.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Followed all company policies and procedures to deliver quality work.
Customer Service Representative
PNC Bank
08.2018 - 05.2022
- Maintained and exceeded company's established quality, compliance, and customer service standards
- Effectively collaborated with clientele in resolving debit card and online banking disputes, written or verbal
- Assisted customers with debit card increases/decrease inquiries, disputes and account education
- Aided account holders with account questions, billing transactions, financial plans and promotions
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Documented each customer's account accessed with information provided including results of the call
- Provided knowledge and expertise in banking to create new solutions, policies, and improvements in the companies client use software
- Helped clients to solve issues in an effective and friendly manner
- Provided both substantive and technical assistance
- Answered escalated customer calls
- Researched payment inquiries, overdue 'payee request' linking, technical problems, and the implementation of policies and procedures
- Served as contact/liaison for IBO and Bankcard Customer Service departments
- Opened technical trouble/tracking tickets
- Worked with the technical group to research and resolve technical problems
- Provided informal coaching for associates when needed
- Assisted customers with difficulties gaining access to account information online
- Assisted with maintenance on customer accounts
- Answered general questions regarding navigation of the website as well as account information
Tier 2 Senior Advisor
Apple Care
09.2015 - 07.2018
- Handling escalated questions via the telephone that usually focus on specific product segments, addressing both hardware and software related issues
- Reporting/escalating issues through the appropriate channels
- Effectively communicating information with team members and customers alike
- Driving solutions to identified issues, as well as for mentoring and training (development and delivery) with new employees
- Proactively identifying ways to avoid recurrence of customer issues by regularly improving processes, reviewing technical articles, and recommending changes
- Additional responsibility as business needs dictate
Kindle Tier 2 Specialist
Amazon
11.2014 - 09.2015
- Provide account and application support to customers, specifically with regards to software functionality and troubleshooting of system configuration
- Provide prompt, efficient, detailed, customer-oriented service to Amazon.com customers
- Act as an advocate for our customer, reporting and acting on observed areas for improvement
- Assume responsibility for developing detailed knowledge about specific product lines and features
- Ensure interactive website features are operational and surface all problematic issues for immediate correction
- Actively seek solutions to customer needs and identify trends to appropriate personnel, including possible solutions or suggestions
Customer Service Representative
Convergys
04.2010 - 11.2014
- Worked on the At&t account as the first point of contact for the mobility department
- Support sales reps in opening new accounts and upgrading existing service
- Quickly and effectively solve customer challenges
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
Customer Service Representative
MCI
05.2005 - 03.2010
- Responsible for processing and servicing inbound calls from customers
- Handled business transactions in connection with account activations, adjustments and various plans and wireless products while maintaining customer goodwill and retaining the customer’s business
- Made financial decisions concerning customer’s credit to determine what type of products and plans the customer was eligible for
Education
Registered Nurse
Atlanta Metropolitan College
Atlanta, Ga06.2004
High School Diploma - undefined
Southwest Dekalb High
Decatur, Ga06.1999
Skills
- Analytical skills and attention to detail
- Experience with 401K and IRA record keeping software
- Ability to prioritize work within assigned caseload
- Experience in SaaS, CRM systems, Salesforce
- Ability to work independently with limited supervision
- Strong knowledge of MS Office, Word, Excel, Outlook PowerPoint, SharePoint, Visio, Adobe Acrobat, HTML, CSS, and JavaScript
- Familiarity with due diligence screening tools ComplyAdvantage, LexisNexis, etc
- Excellent verbal, written, and interpersonal communication skills
- Ability to learn, comprehend, and define new processes
- Exceptional time management abilities
- Knowledge of banking products, operations and corresponding data gathering, and analysis
- Ability to quickly analyze complex situations, define problems, collect data, establish facts, draw valid conclusions, exercise critical thinking, provide guidance
- Working knowledge of WebEOC
- ERISA experience in the retirement industry
- Working knowledge of iShare
- 5 years in technical support, technical consulting and information technology experience
- A team player who works effectively in a team-fostered, multi-tasking environment
- Experience working in an IT call center environment
- Keen attention to detail and aptitude for data analysis
- Understanding procedures
- Experience in a compliance role; in a highly regulated industry
- Problem solving
- Experience in fin tech, commercial banking or card processing
- Experience in working with targets and deadlines
- Knowledge of CRM Software
Accomplishments
Received Ten recognitions in the company sponsored EMVP program in the past quarter and forty six overall since May 2022.
Planned and executed a project to rewrite the team’s guides and procedures.
Trained and mentored several colleagues to help support the team’s fraud prevention queue.
Timeline
Senior Specialist Operations Support Services
Empower Retirement
05.2022 - 07.2024
Customer Service Representative
PNC Bank
08.2018 - 05.2022
Tier 2 Senior Advisor
Apple Care
09.2015 - 07.2018
Kindle Tier 2 Specialist
Amazon
11.2014 - 09.2015
Customer Service Representative
Convergys
04.2010 - 11.2014
Customer Service Representative
MCI
05.2005 - 03.2010
High School Diploma - undefined
Southwest Dekalb High
Registered Nurse
Atlanta Metropolitan College
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