Summary
Overview
Work History
Education
Skills
Timeline
Generic

LATORYA CONWAY

Memphis,TN

Summary

Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of a team. Proven to improve workflow efficiencies while maintaining high standards in customer service. Results-driven professional in regulatory compliance, adept at navigating complex compliance landscapes with high productivity and efficiency. Possess specialized skills in risk assessment, policy development, and regulatory reporting. Excel in communication, problem-solving, and leadership, ensuring seamless adherence to regulations and fostering ethical business practices.

Overview

9
9
years of professional experience

Work History

Supervisory Contact Representative

Internal Revenue Service, IRS
Memphis, TN
09.2024 - Current
  • Give advice, counsel or instruction to employees on work and administrative matters.
  • Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions.
  • Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate.
  • Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
  • Identify developmental and training needs of employees, providing or arranging for needed development and training.
  • Initiate ways to improve production, work processes and/or to increase the quality of the work directed.
  • Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases.
  • Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work.
  • Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action.

OJI/Instructor

Internal Revenue Service, IRS
Memphis, TN
12.2022 - 09.2024
  • Completed Classroom Instructor Training
  • Taught several pre-training classes
  • Taught classroom training class virtually and several in-person classes with 20 plus employees at a time

Collection Customer Service Representative

Internal Revenue Service, IRS
Memphis, TN
04.2020 - 09.2024
  • Answered incoming calls from customers regarding collections inquiries.
  • Provided customer service to resolve issues related to overdue accounts.
  • Processed payments and updated account information in the system.
  • Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
  • Reviewed open accounts for collection and skip trace efforts to meet or exceed performance goals.
  • Responded promptly and courteously to all customer inquiries via phone or email.

Compliance Manager

Stoneridge at Germantown Falls
Memphis, TN
04.2016 - 06.2024
  • Developed and implemented policies and procedures to ensure compliance with applicable laws, regulations, standards, and best practices.
  • Monitored changes in relevant legislation and adjusted operations accordingly.
  • Reviewed customer issues, company processes and other operational areas to check compliance.
  • Assisted clients to resolve deficiency in risk prevention, business controls and productivity.
  • Executed successful compliance monitoring and risk assessment programs.
  • Organized initiatives, drafted documentation and enforce compliance with best practices.
  • Assisted with investigations into allegations of fraud or misconduct within the organization.
  • Ensured effective communication of changes in regulations or policies throughout the organization.

Education

High School Diploma -

Treadwell High School
Memphis, TN
05.1996

Skills

  • Goal-Oriented
  • Stress Tolerance
  • Records management
  • Excellent communication
  • Time management
  • Training and teaching
  • Team Collaboration

Timeline

Supervisory Contact Representative

Internal Revenue Service, IRS
09.2024 - Current

OJI/Instructor

Internal Revenue Service, IRS
12.2022 - 09.2024

Collection Customer Service Representative

Internal Revenue Service, IRS
04.2020 - 09.2024

Compliance Manager

Stoneridge at Germantown Falls
04.2016 - 06.2024

High School Diploma -

Treadwell High School

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