LaTonya Mason
Summary
Customer service professional with extensive experience at Verizon Wireless, specializing in relationship management and conflict resolution. Achievements include training team members and leveraging Salesforce to improve client interactions. Consistently met monthly performance goals while enhancing customer loyalty through exceptional service delivery.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Teller
Comerica Bank
Romulus, M
12.2023 - Current
- Assist customers with all transactions (deposits, withdrawals, loan payments, credit card payments, etc.)
- Process weekly cash orders.
- Balance the ATM daily.
- Process Night Depository transactions.
Emergency Roadside Call Receiver
AAA
Detroit, MI
02.2023 - 12.2023
- Process roadside assistance requests from customers.
- Assist and maintain building customer relationships.
- Meet and/or exceed monthly goals for customer satisfaction.
- Obtain membership payments to reactivate/update memberships for members.
Title Review/Coordinator Specialist
Quicken Loans/Title Source/Rocket Mortgage
Detroit, MI
07.2014 - 09.2022
- Assisted with meeting monthly loan closing deadlines/goals.
- Reviewed, documented, and obtained additional documentation from Clients.
- Trained and audited oncoming team members.
- Assisted with Salesforce, ultimately building client relationships.
Title Review Specialist
Aerotek Staffing
Detroit, MI
01.2013 - 07.2014
- Assisted internal clients with closing deadlines for external clients.
- Organized and executed the loan closing processes for the purchase team.
- Assisted with meeting monthly closing deadlines/goals.
Customer Service Representative
Verizon Wireless
Southfield, MI
01.2009 - 06.2012
- Assisted with building and maintaining customer relationships.
- Customer Resolutions.
- Met and led in call center metrics and goals.
- Customer Service.
- Presented with the Rock Honors Award for Best-in-Class Customer Service.
- Exceeding and Upholding Monthly Goals.
- National Society of Collegiate Scholars Membership (NSCS).
Education
Bachelors of Business - Human Resources / Business Administration
University of Phoenix
08-2027
Skills
- Customer service
- Conflict resolution
- Relationship management
- Team building
- Salesforce proficiency
- Training and mentoring
- Customer service delivery
Applications
- Microsoft Suite: Excel
- Microsoft Suite: Word
- Microsoft Suite: PowerPoint
- Dash
- Hogan
- Salesforce Application
Accomplishments
- Presented with the Rock Honors Award for Best-in-Class Customer Service
- Exceeding and Upholding Monthly Goals
- National Society of Collegiate Scholars Membership (NSCS)
Certification
- Notary Public
Timeline
Customer Service Representative/Teller
Comerica Bank
12.2023 - Current
Emergency Roadside Call Receiver
AAA
02.2023 - 12.2023
Title Review/Coordinator Specialist
Quicken Loans/Title Source/Rocket Mortgage
07.2014 - 09.2022
Title Review Specialist
Aerotek Staffing
01.2013 - 07.2014
Customer Service Representative
Verizon Wireless
01.2009 - 06.2012
Bachelors of Business - Human Resources / Business Administration
University of Phoenix
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