LaToya Banks
Covington,GA
Summary
Senior customer service analyst with over 15 years of experience in delivering top-tier technical support, and innovative solutions for Verizon Wireless. Expert in problem-solving and customer advocacy, adept at leveraging a comprehensive knowledge of administrative tools and business solutions to resolve complex issues efficiently. Committed to fostering strong, collaborative relationships, and enhancing customer satisfaction through strategic device optimization and effective troubleshooting.
Overview
14
14
years of professional experience
Work History
Wireless Enterprise Help Desk-Tech Expert
Verizon Wireless
Alpharetta, Georgia
08.2021 - 03.2025
- Provides the highest level of customer technical support. Primary responsibility is second-level troubleshooting of customer-reported troubles. A member of this group would be classified as a Senior Customer Service Analyst/Technician.
- Resolve operational issues on customers’ devices, other equipment, and connectivity, while offering education and device optimization suggestions.
- Maintain a ticketing log through WFM detailing all required system updates, as well as the date of completion. Create support materials pertaining to troubleshooting and resolving customer issues.
- Build strong relationships across a network of internal and external collaborators with the intention of resolving customer issues. Maintain knowledge of administrative department tools and systems (EMAG, Thingspace, VHAP, NRB, ITHD), as well as customer-facing business solutions (One Talk, MDM, Private Network).
Tech Customer Advocate-BGCO
Verizon Wireless
Alpharetta, Georgia
11.2020 - 08.2021
- Adapted resolution support strategies to meet diverse customer demands across multiple business sectors.
Facilitated first-call resolution, minimizing the need for repeat calls and transfers.
Utilized technical skills to resolve customer issues arising from evolving technologies.
Accessed a comprehensive array of technical resources and guides for effective issue resolution. - Engaged with customers via multiple channels, including phone, chat, and email.
- Utilized various software tools such as CRMs or ticketing systems for tracking purposes.
Coord-Tech Support I
Verizon Wireless
Tampa, Florida
12.2010 - 11.2020
- Delivered exceptional customer service and technical support for voice and data product customers.
Troubleshot hardware, software, network, and application issues effectively.
Provided detailed guidance for setup and configuration of data and voice products.
Verified provisioning while diagnosing device and network issues promptly.
Resolved PC operating system problems, focusing on Device Manager and TCP/IP configuration.
Utilized administrative tools and online resources for efficient customer issue resolution.
Tracked customer interactions and problem resolutions using a trouble ticket system.
Evaluated customer concerns to ensure total satisfaction with solutions provided. - Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Completed day-to-day duties accurately and efficiently.
Education
Some College (No Degree) - Business Administration
Strayer University
Skills
- Network troubleshooting
- Software configuration
- Customer relationship management
- Technical documentation
- First-call resolution
- Systems administration
Timeline
Wireless Enterprise Help Desk-Tech Expert
Verizon Wireless
08.2021 - 03.2025
Tech Customer Advocate-BGCO
Verizon Wireless
11.2020 - 08.2021
Coord-Tech Support I
Verizon Wireless
12.2010 - 11.2020
Some College (No Degree) - Business Administration
Strayer University