LaTonya McLeod
Portsmouth,Virginia
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
14
14
years of professional experience
Work History
Administrative Assistant
Healing Empowerment Church
04.2018 - Current
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Managed filing system, entered data and completed other clerical tasks.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
Corporate License Renewal Coordinator
Dollar Tree Corporate Office SSC
06.2019 - 09.2021
- Entered data, generated reports, and produced tracking documents.
- Closely monitored accounts to post timely payments and resolve billing discrepancies.
- Processed over 50 license renewals per day. Increased productivity by 10%.
- Observed strict confidentiality regulations to maintain data security.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
Senior Customer Care Specialist
PECO
01.2015 - 01.2018
- Assisted call-in customers with questions and orders.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Assistant Manager of Operations
Bank of America
01.2010 - 06.2013
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Supervised team of six branch employees and made recommendations regarding performance evaluations.
- Reviewed credit applications for risk factors and credit worthiness.
- Analyzed data and findings to prepare reports detailing financial information.
- Followed established auditing processes to meet internal and regulatory requirements.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Coordinated with General Manager in different operational issues and promotional activities.
Education
GED -
Louis E Dieruff High School
Allentown, PAHuman Resources Management
Strayer University
Philadelphia, PACertification - Certified Professional Life Coach
IAP College
09.2021
Skills
- Call Center Customer Service
- Data Entry
- Customer Satisfaction
- Problem Solving
- Problem-Solving Skills
- Inbound Phone Call Management
- Clerical Support
- Administrative Support
- Coordination
Timeline
Corporate License Renewal Coordinator
Dollar Tree Corporate Office SSC
06.2019 - 09.2021
Administrative Assistant
Healing Empowerment Church
04.2018 - Current
Senior Customer Care Specialist
PECO
01.2015 - 01.2018
Assistant Manager of Operations
Bank of America
01.2010 - 06.2013
GED -
Louis E Dieruff High School
Human Resources Management
Strayer University
Certification - Certified Professional Life Coach
IAP College
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