LaToy P. Jackson
Customer Account Manager
Richmond,VA
Summary
With 15+ years of experience in Customer Service, Finance, and Administration, including data processing, I have a proven track record of creating successful work environments that deliver exceptional results, quality, and productivity. I bring high energy and self-motivation to every task and adapt easily to any work environment. My strong verbal, written, and interpersonal communication skills, combined with analytical and problem-solving abilities, enable effective listening and information gathering. I excel in organizational skills, multitasking, and task prioritization. Proficient in Microsoft Office Suite (Excel and Access), Salesforce, CCM, IEP ,multi-line phone systems, Fi-Serv Systems, AS400 Applications, and data entry. Notably, I also possess 16+ years of tax preparation experience with my own PTIN.
Overview
32
32
years of professional experience
2026
2026
years of post-secondary education
Work History
Online Banking Specialist
Capital One
- Handle incoming calls regarding online technical issues for Capital One banking, loan, and business customers
- Resolve customer issues with a first call resolution
- Fulfill customer needs by guiding the call and taking ownership
- Exceeded department goals
- Assist with the development of new employees as a peer coach
- Navigate through multiple capital one systems to get customers back online or enrolled in online banking
- Maintain a high level of professionalism
- Communicate in a clear and concise manner
- Research customer account issues to resolve the problem
- Maintain an advanced knowledge of online banking tools and services
- Continuously go above and beyond for the customer
- Partner with other departments to resolve certain customer issues
- Uphold a high degree of integrity while being compliant of Capital One’s policies and procedures
- Assure that customers can pass verification process before giving any information
Customer Service Coordinator
Capital One
- Exceeding specific goals set by the department each month
- Keep up to date with all product changes and features
- Uphold and explain key Customer guarantees
- Efficiently and effectively adhere to all scheduled work activities
- Provide regular feedback from our Customers
- Provide detail customer account information per customer request
- Notate the account accurately with any updates and changes
- Handle calls regarding all account types; assist customers with any account specific issues
- Handled customer concerns and made requests for changes that were needed or wanted for those types of accts
- Responded to and resolved customer inquiries via email and chat methods after proper verification
- Had to manage time wisely while maintaining a professional attitude and efficiently resolving customer concerns on their accounts
- Achieved Quarter 4 2012 ROAR Award
- Maintain top 10% position in department
- Assisted with the development of new employees as a peer coach as well a team ambassador
- Utilize Touch Point, Relationship Manager, Compass, Verid, Chordiant, and Net Query
- Utilized customer service skills to de-escalate disgruntled customers and address the customer’s issues as well as concerns
- Assist with team building activities such as outings, potlucks, etc
- Enter time in Time one system daily
- Achieved a strong employee rating
- Processed customer claims
Customer Account Manager
GE Lighting-a Savant Company
02.2018 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Developed new employees and on-going performance assessment of current employees.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Evaluated customers' potential needs to make appropriate recommendations.
- Collected and analyzed data to learn more about consumer behavior.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Drafted letters, charts and financial reports to keep staff informed of progress.
- Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
- Monitored and tracked campaigns to determine effectiveness and future changes.
- Developed customized solutions for unique client needs, enhancing their satisfaction with our products and services.
- Improved account retention rates by proactively managing customer accounts and anticipating potential issues before they arose.
- Negotiated contract renewals that resulted in significant cost savings for both the company and its customers.
- Strengthened client relationships through regular communication and personalized account management strategies.
Business Online Tech Specialist
Wells Fargo
01.2013 - Current
- Provide high levels of coaching, education, mentoring and modeling of the behaviors that support Wells Fargo's Core Values
- Provide Oversight and guidance on escalated issues
- Assist Bankers in resolving routine and escalated problems through research and utilization of company tools
- Assisted with special projects as assigned by leadership such as interim Escalation Banker and Team Lead
- Assist with complex customer calls from Online Customer Service (OCS) Bankers regarding bank errors or unresolved issues including first level technical support on all OCS products and services which include, but are not limited to, the Internet
- Knowledgeable of online banking products, policies, and procedures; within a call center environment
- Evaluated team members for performance
- Take inbound calls and assist clients with basic account details, transfer information, bill pay transactions, fee waivers, and general banking information
- Troubleshoot and effectively resolve online banking issues while working with several different departments
- Provide training support of new hires on policies and procedures and any new or enhanced services
- Utilize excellent customer service behaviors by accurately and concisely communicating in a positive, professional manner to both internal and external customers
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Also researched and verified customer information such as authorized signers, owners, joint-owners, etc to process submitted applications for accounts
Fraud Account Supervisor
Capital One
06.2012 - 01.2013
- Handled escalated calls from customers about any fraud concerns
- Worked 100 plus cases in the chordiant system per day from fraud ques
- Manage outbound customer contact for the purpose of fraud loss mitigation in a call center environment while delivering an exceptional customer experience
- Investigates customer accounts according to federal and corporate guidelines and utilize research tools to determine the legitimacy of customer reports and Capital One detected fraudulent activity
- Discuss fraudulent claim with customer to determine initial Fraud department action
- Correspond with customers via telephone, mail and electronically
- Work with Customers to determine correct Fraud Type to be in line with Visa and MasterCard regulations
- Administrative and data entry duties such as updating account information, emails, voicemails and group activity participation
- Identify fraudulent account activity through fraud transactions or fraudulent activity with our customer’s identity
- Reference multiple search tools and systems to verify customer identity and fraud trends
- Communicate appropriate steps to resolve discrepancies and close fraud claims, also file new claims if fraud is determined
- Review and analyze customer banking activity to detect fraudulent behavior and protect the bank from losses due to fraudulent activity
- Communication with branches and private bankers to discuss possible fraudulent activity
- Communication with other banks and makers when investigating potentially fraudulent account activity
- Using sound judgment to make accurate fraud decisions ensuring that we are not negatively impacting good customers
- Create and enter fraud cases
- Identifying and escalating high risk accounts immediately to the appropriate members of the management team to provide a quick handoff to investigations and swift mitigation of potential large losses
- Support performance reporting through accurate reporting (tracking, mitigating actions, customer follow up)
- Apply investigative techniques, interview, interrogate, validate information, and prepare clear and concise reports of fraud/loss events
- Document appropriate case notes within required timeframes, and in accordance with Corporate Investigations policy and procedures, requiring only minor corrections from supervisory reviews
- Identify control weaknesses and make recommendations to minimize losses
Customer Service Representative/ Claims Rep
Vangent Inc. /General Dynamics
05.2011 - 06.2012
- Provide knowledgeable responses to telephone inquiries in a courteous and professional manner
- Maintain a current understanding of the processing procedures to respond to numerous phone inquiries
- Adhere to the Privacy Act as it relates to the confidentiality of information released
- Respond to telephone inquiries within the departmental goals for quality, schedule adherence and average handle time
- Review and maintain Empower daily and report any errors immediately
- Report system issues to supervisor or appropriate parties
- Complete Deltek timesheet on daily basis before the end of his or her shift
- Continually look for and suggest process improvements, which will benefit Vangent and our customers (internal and external)
- Maintain up-to-date knowledge of CMS regulations and policies as they apply
- Assist with the delivery of internal employee training for new and temporary employees as requested
- Report problems that occur and assist with the resolution
- Utilize databases and written materials to look up and provide information to telephone inquiries
- Maintain appropriate documentation of phone inquiries
- May be required to work Vangent scheduled holidays
- Overtime may be required
- Perform other related duties as assigned
- Referral’s to the Social Security Administration for replacement Medicare cards, change of address, Medicare eligibility and enrollment
- Provide information on general Medicare eligibility and information (e.g
- General Enrollment Period and the Special Enrollment Period)
- Provide information on Medicare Prescription Drug Plans (enrollment & coverage)
- Provide information on general topics on Medicare Advantage and Medigap questions
- Part A and Part B covered and non-covered services, with the appropriate referrals and fulfillments
- Processed Medicaid and Medicare applications
Inside Sales Executive/Collector
Briefings Media Group
01.2008 - 05.2011
- Make outbound calls to prospecting and existing customers to see if they would be interested in a business to business directory
- Answered high volume incoming calls from clients inquiring on the company’s products or services
- Update customer’s information in a MS Access system
- Process orders, and or up-sell or up-grade the customer to a better product
- Make collection calls to delinquent accounts
- Negotiated payment arrangements, or received payment immediately via telephone, email, or fax
- Respond to email requests
- Utilized a predictive dial system
- Maintain monthly sales and collection goals and budgets
- Sent out correspondence via fax or email
- Follow up on customer inquiries that was unresolved, as well as follow up on promise to pay customers
- Maintain daily communication with upper management
- Researched and reviewed customer payment history
- Assist accounting manager with maintenance of customer files in the company’s system
Mortgage Support Specialist
Bank of America
06.2004 - 01.2008
- Opened, sorted, and distributed mail
- Delivered oral and written messages
- Filed articles and documents
- Processed payments and maintained records of mortgage loans
- Ordered surveys, titles, flood certificates, etc
- To assist with the loan closing process
- Corrected errors in the fidelity system
- Called and wrote loan applicants to obtain information for loan processing
- Answered customer questions regarding mortgage accounts via incoming phone system
- Typed letters, forms, and other documents used for collecting, disbursing, and recording mortgage principal, interest and escrow account payments, using computer
- Review title information; create modification agreements, fed-ex outgoing documents, review borrower's loan origination documents to assure accuracy of signatures and dates
- Negotiated loan terms for customers in danger of foreclosure
- Work up cases for submission when all required exhibits are received
- Follow up on submitted loans and/or pended loans
- Update data on computer system as soon as documents are received
- Utilized excellent communication skills as well as problem solving skills
- Re-worked loans based on FHA and Fannie Mae guidelines for existing customers
- Submit new loan terms for approval to the underwriting department
- In preparation for closing, prepare closing instructions, follow-up on contingencies, and verify lock information, if applicable
- Upon approval of the loan, notify the borrower(s) and appropriate personnel
- Prepare commitment letter(s), denial letter(s), and cancel files when necessary
Customer Account Coordinator/Dispatcher
AT & T/Comcast
11.1999 - 06.2004
- Handled all customer escalations from personnel and upper management
- Discussed cable TV, internet, and telephone equipment operation with customers via telephone and internet to explain equipment usage and to troubleshoot problems
- High customer call environment
- Restarted customers service if disconnect via provisioning system
- Assist technicians with trouble shooting cable, internet, and phone services
- Communicated through a 2-way radio with technicians
- Maintained standards of excellence
- Notified workers of assignments and any changes to regular routes
- Worked daily with technicians to solve all technical issues
- Assist with completing orders for outages
- Communicated with other customer service centers to establish eta’s of technicians
- Updated customer’s information, and or changed information in the company’s system
- Assigned daily work orders to technicians via routing system
- Familiar with utilizing mapping and gps systems to assist technicians with finding residence
Office Assistant
Office of the Attorney General
12.1992 - 11.1999
- Used office equipment such as pc, fax machine, multi-line telephone
- Typed correspondences, memos, reports, and other documents
- Scheduled appointments using outlook and answered inquiries about the establishment
- Opened, sorted, collected, sealed and distributed mail
- Collected and distributed timecards
- Answered multi-line phone system
- Utilized general customer service and admin duties
- Expedited communication between upper level management and general personnel
- Acted as office manager when manager was not available
Education
AAS - Business Management
Thomas Nelson Community College
Skills
Transaction monitoring
Financial product sales
Banking software proficiency
Continuous learning mindset
Account management
Conflict resolution
Data analysis capabilities
Regulatory compliance awareness
Payment processing systems
User interface design
Mobile banking solutions
Online security protocols
Electronic funds transfers
Anti-money laundering procedures
Customer education strategies
Digital banking expertise
Bank services
Transactions
Claims processing
Loan processing
Financial reporting
Timeline
Customer Account Manager
GE Lighting-a Savant Company
02.2018 - Current
Business Online Tech Specialist
Wells Fargo
01.2013 - Current
Fraud Account Supervisor
Capital One
06.2012 - 01.2013
Customer Service Representative/ Claims Rep
Vangent Inc. /General Dynamics
05.2011 - 06.2012
Inside Sales Executive/Collector
Briefings Media Group
01.2008 - 05.2011
Mortgage Support Specialist
Bank of America
06.2004 - 01.2008
Customer Account Coordinator/Dispatcher
AT & T/Comcast
11.1999 - 06.2004
Office Assistant
Office of the Attorney General
12.1992 - 11.1999
Online Banking Specialist
Capital One
Customer Service Coordinator
Capital One
AAS - Business Management
Thomas Nelson Community College