Latonya Nelson

Charlotte,NC

Summary

Dynamic and adaptable professional with a robust background in customer service, account support, and financial services. Expertise in fostering client relations, providing billing support, and utilizing CRM systems to enhance operational efficiency in fast-paced environments. Proven track record of reliability and meticulous attention to detail, along with a talent for streamlining workflows while ensuring compliance. Eager to leverage strong customer service and administrative skills to contribute to organizational success and drive positive outcomes.

Overview

years of professional experience

Work History

Customer Account Specialist

Charter Communications

Charlotte, NC

01.2023 - Current

Serve as the primary point of contact for customer accounts, delivering timely resolutions for billing inquiries, service adjustments, and payment concerns.
Educate clients on products, promotions, and account options to enhance satisfaction and loyalty.
Manage escalated concerns with professionalism and diplomacy, strengthening long-term customer relationships.
Conduct detailed account reviews to identify risks such as delinquent balances, unauthorized activity, or service conflicts.
Partner with cross-functional teams, including billing and technical support, to ensure seamless issue resolution.
Consistently exceed key performance indicators (KPIs) in customer satisfaction, retention, and first-call resolution.
Accurately document all customer interactions in CRM systems, ensuring compliance and operational efficiency.
Assisted with onboarding and mentoring new team members, sharing best practices in customer engagement and account management.
Commended by leadership for maintaining one of the highest satisfaction ratings on the team.

Account Support Specialist

Synchrony Financial

Charlotte, NC

03.2019 - 12.2022

Delivered account support for 60+ daily inquiries, providing clear and accurate solutions to billing, credit, and payment concerns.
Executed payment processing, account updates, and fraud-prevention protocols while safeguarding sensitive data.
Proactively identified irregular account activity, initiating protective measures to reduce fraud risk.
Consistently surpassed departmental benchmarks for resolution time, quality assurance, and compliance adherence.
Maintained strict adherence to company policies and federal financial regulations.
Documented customer cases in CRM systems, ensuring accuracy and accountability for follow-up actions.
Diffused escalated situations by applying strong problem-solving skills and empathetic communication.
Supported operational improvements by reporting recurring customer concerns and recommending process enhancements.

Member Services Representative

Teletech / United Healthcare

Concord, NC

11.2015 - 03.2019

Provided comprehensive support to members regarding healthcare plan benefits, coverage options, and claims processes.
Guided members through complex policies, ensuring clear understanding and effective decision-making.
Demonstrated conflict-resolution skills by de-escalating challenging interactions with professionalism and empathy.
Managed 50–70 calls daily while consistently maintaining top-tier quality assurance scores.
Ensured compliance with HIPAA and company standards by handling sensitive information with discretion.
Documented all member inquiries and resolutions in CRM systems for accurate case management and reporting.
Contributed feedback to supervisors that enhanced call scripts and improved the efficiency of member support.
Earned recognition for consistently exceeding service-level expectations and member satisfaction benchmarks.

Education

High School Diploma -

West Charlotte

Charlotte, NC

08.2013

Skills

Customer Service & Client Support
Account & Billing Management
Fraud Prevention & Dispute Resolution
CRM Systems (Salesforce, Dynamics 365, HubSpot)
Microsoft Office (Word, PowerPoint, Outlook)

Data Entry & Documentation Accuracy
Problem-Solving & Conflict Resolution
Financial Reporting Support (AP/AR)
Team Collaboration & Communication
Reliability, Flexibility & Strong Work Ethic

Timeline

Customer Account Specialist

Charter Communications

01.2023 - Current

Account Support Specialist

Synchrony Financial

03.2019 - 12.2022

Member Services Representative

Teletech / United Healthcare

11.2015 - 03.2019

High School Diploma -

West Charlotte

Professional Development

Accounting & Finance Training
QuickBooks Online Certification (Intuit) – In Progress/Completed
Introduction to Accounting & Bookkeeping (Coursera / LinkedIn Learning)
Financial Statement Analysis Workshop
Customer Relationship Management (CRM) Training
Salesforce CRM Fundamentals (Trailhead by Salesforce)
Microsoft Dynamics 365 for Customer Service – Essentials Training
Advanced CRM Strategies: Customer Data, Retention, and Engagement