LaTovia Tanksley
Fort Worth,TX
Summary
Results-driven and customer-focused professional with a natural talent for leading and motivating teams in fast-paced customer service environments. Demonstrates exceptional problem-solving skills and a deep understanding of effective communication strategies. Committed to continuously enhancing customer satisfaction and driving team performance to achieve outstanding results.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Team Lead
Aetna
05.2019 - 08.2024
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
Premier Phone Banker 2
Wells Fargo Bank
10.2018 - 04.2019
- Efficiently managed fluctuating call volumes during peak times, ensuring that all clients received prompt attention and resolution to their queries.
- Provided exceptional support during critical situations such as fraud prevention or account security breaches, mitigating potential losses for both the institution and its clients.
- Played an integral role in the launch of new banking products, actively promoting them to existing clients and generating substantial interest from potential customers.
- Managed high-value client portfolios, ensuring optimal account performance and retention.
- Maintained customer records and updated account information.
Underwriting Assistant
Allstate Insurance Company
02.2018 - 08.2018
- Supported senior underwriters in evaluating complex applications, ensuring thorough analysis and accurate decision-making.
- Reduced errors in application documentation, meticulously reviewing and updating records as needed.
- Ensured compliance with all regulatory requirements through diligent record-keeping and strict adherence to company policies.
- Managed a diverse caseload of applications, efficiently organizing workload to meet tight deadlines without sacrificing quality or accuracy.
- Maintained up-to-date knowledge of industry developments and regulatory changes, ensuring company practices remained compliant.
Phone Banker
Bank of America
07.2015 - 08.2017
- Achieved consistent performance metrics with a focus on customer service, sales, and adherence to company policies and procedures.
- Retained valuable clientele by skillfully resolving complaints or concerns regarding account management or service delivery discrepancies.
- Balanced multiple priorities effectively, ensuring timely completion of tasks while maintaining focus on delivering outstanding customer service.
- Demonstrated adaptability by quickly learning new systems or procedures as required to maintain consistent performance in a dynamic industry environment.
- Built strong rapport with customers through empathetic listening skills, understanding their unique situations, and providing tailored assistance accordingly.
- Reduced average call handling time through efficient problem-solving and effective use of banking systems and resources.
Education
High School Diploma - General Studies
South Hills High School
Fort Worth, TX05.2005
Skills
- Complaint resolution
- Technical Support
- Medical terminology knowledge
- Written and Verbal Communication
- Service standard compliance
- Creative problem solving
- Live chat Software
- Team management
- Data entry
- Quality assurance
Timeline
Customer Service Representative Team Lead
Aetna
05.2019 - 08.2024
Premier Phone Banker 2
Wells Fargo Bank
10.2018 - 04.2019
Underwriting Assistant
Allstate Insurance Company
02.2018 - 08.2018
Phone Banker
Bank of America
07.2015 - 08.2017
High School Diploma - General Studies
South Hills High School
Similar Profiles
Karen WardKaren Ward
Customer Service Team Lead at AetnaCustomer Service Team Lead at Aetna
Tiffany FranklinTiffany Franklin
RN Case Manager at AetnaRN Case Manager at Aetna
Ann M. FurbacherAnn M. Furbacher
RN-Case Manager at AetnaRN-Case Manager at Aetna