Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Languages
Timeline
Generic

LaToya Anthony

Auburn,KY

Summary

Professional in conflict resolution, skilled in identifying and addressing complex customer issues with precision and empathy. Adept at fostering team collaboration, ensuring seamless communication, and adapting to evolving challenges. Expertise includes problem-solving, critical thinking, and maintaining high service standards to drive successful outcomes. Known for reliability and unwavering focus on achieving goals.

Overview

23
23
years of professional experience
1
1
Certification

Work History

SENIOR RESOLUTION SPECIALIST

CVS Health
11.2018 - Current
  • Assist with members who have unusual situations; Create a course of Action after a call has been repeated for the same issue; De-escalate calls and Create solutions to problems that arise and follow up to ensure issues have been resolved
  • Showing the integrity of the company and gaining members confidence in the company

WAVE OPERATOR AND SCHEDULER

Tractor Supply Company
04.2013 - 10.2018
  • Upload current orders into the system to ensure that warehouse operations are following as forecasted; Fix inventory issues and send reports to vendors; maintain detail wave reports

RETENTION SUPPORT REPRESENTATIVE

TMOBILE
11.2005 - 04.2013
  • Assist Representatives with Irate customers; Reduce retention rate; Make special offers and try to save company from loss; resolve ongoing issues

CUSTOMER SERVICE REPRESENTATIVE

AFNI
05.2002 - 09.2005
  • Assist customers in bill payment; troubleshoot phones; handle irate customers and deescalate calls; credit assist; check for line maintenance; assist with lost/stolen phone replacements

Education

High School Diploma -

Franklin Simpson High School
Franklin
06-2002

Skills

  • Team member training
  • Quality assurance expertise
  • Operations management
  • Complaint handling
  • Quality control
  • De-escalation techniques
  • Assertiveness
  • Team member coaching
  • Problem-solving
  • Attention to detail
  • Critical thinking
  • Excellent communication

Personal Information

Work Permit: Authorized to work in the US for any employer

Certification

  • Peer Support Specialist Certification – Various State Certifying Bodies.
  • Help Desk Analyst, Tier 1 Support Specialist
  • Medicare Certification – Various Providers.
  • Life and Health Insurance License - Kentucky Department of Insurance.

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

SENIOR RESOLUTION SPECIALIST

CVS Health
11.2018 - Current

WAVE OPERATOR AND SCHEDULER

Tractor Supply Company
04.2013 - 10.2018

RETENTION SUPPORT REPRESENTATIVE

TMOBILE
11.2005 - 04.2013

CUSTOMER SERVICE REPRESENTATIVE

AFNI
05.2002 - 09.2005

High School Diploma -

Franklin Simpson High School

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LaToya Anthony