LATOYA BONNER
Bedford Heights
Summary
Senior Resolution Specialist with extensive experience in addressing complex issues and disputes. Demonstrated strong problem-solving skills and effective decision-making abilities. Improved dispute resolution processes, resulting in increased client satisfaction and retention rates.
Overview
20
20
years of professional experience
Work History
Senior Resolution Specialist
Progressive Insurance
Remote/Mayfield Heights
02.2022 - Current
- Walk consultants through guidelines to find correct resolutions for customers, using Microsoft Teams for training and support.
- Handles escalated calls.
- Provides feedback to Service and Sales Consultants on proper call handling.
- Independently handles the most complex problems, and diffuses the most challenging and sensitive escalated calls.
- Subject Matter Expert for incoming new reps when additional training is needed in areas of guidelines, timesheets, and CRA offers.
- Mentor for new incoming specialists, assisting with knowledge on processing, accommodations, escalations, and guidelines.
- Reviewed calls and coached mentees to provide help and feedback in their development as new resolutions specialists.
- Hosted huddles with PowerPoint presentations.
- Actively participated in team meetings and, at times, presented new, upcoming changes and processes virtually.
Service Consultant
Progressive Insurance
Remote/Mayfield Village
07.2015 - 02.2022
- Identified customer motives and assessed insurance needs during calls.
- Processed cancellations, renewals, reinstatements, endorsements, payments, and filings on Progressive systems.
- Advocated for Progressive products and services while utilizing software to track inquiries and gather information.
- Collaborated with supervisors to enhance skills and stay current on offerings and procedures.
- Resolved complex customer issues through effective problem-solving techniques and product expertise.
- Served as Subject Matter Expert for new representatives in guidelines and CRA offers.
- Conducted team huddles using PowerPoint presentations for effective communication.
- Actively engaged in team meetings, presenting updates on changes and processes.
Daycare Owner/Operator
Tiny Tots Daycare
Bedford
07.2017 - 08.2021
- Managed financial operations for successful daycare business to ensure profitability.
- Supervised staff during mealtimes and recreational activities to maintain safety.
- Organized special events, including field trips and parent-teacher meetings, to enhance community engagement.
- Maintained accurate records of attendance, behavior, and health information for all students.
- Conducted regular staff meetings to address operational issues and improve efficiency.
- Ensured compliance with state regulations governing childcare centers.
Enterprise Repair Representative
Windstream Communications
Twinsburg
08.2009 - 06.2015
- Exceeded monthly key performance indicators for schedule adherence, call quality, and hold time.
- Mastered over five systems within two weeks of training.
- Organized department materials to ensure accurate documentation for customer interactions.
- Reduced technical escalations to management by resolving issues proactively.
- Assisted enterprise business customers with initial troubleshooting and incident creation for phone and Internet services.
- Trained new hires and supported teammates in system navigation and application usage.
- Resolved customer issues swiftly and effectively using multiple verification systems.
- Facilitated online troubleshooting and incident reporting for customer applications.
Customer Service Sales Representative
Time Warner Cable
Cleveland
05.2005 - 08.2009
- Executed troubleshooting for digital cable, internet, and phone services.
- Responded to high volume of customer inquiries, providing effective solutions through consultative selling.
- Achieved service level agreements and maintained performance statistics.
- Documented all customer interactions in call-tracking system to ensure first contact resolution.
- Delivered basic technical support over the phone and scheduled service calls as needed.
- Promoted products and services to enhance customer engagement.
Education
Associate of Science - Psychology
Liberty University
Lynchburg, VaSkills
- Creative problem solving
- Effective communication
- Client relationship management
- Attention to detail
- Troubleshooting expertise
- Process improvement dedication
- Conflict resolution techniques
- Meeting facilitation skills
- Investigative skills
- Ethical judgment
Timeline
Senior Resolution Specialist
Progressive Insurance
02.2022 - Current
Daycare Owner/Operator
Tiny Tots Daycare
07.2017 - 08.2021
Service Consultant
Progressive Insurance
07.2015 - 02.2022
Enterprise Repair Representative
Windstream Communications
08.2009 - 06.2015
Customer Service Sales Representative
Time Warner Cable
05.2005 - 08.2009
Associate of Science - Psychology
Liberty University