LATOYA BONNER
Bedford Heights,OH
Summary
Dynamic Senior Resolution Lead with expertise in conflict resolution, coaching, and process improvement. Proven ability to enhance team performance and drive customer satisfaction through effective communication and mentoring.
Overview
21
21
years of professional experience
Work History
Senior Resolution Lead
Progressive Insurance
Mayfield Heights/Remote, OH
02.2022 - Current
- Handled escalated customer calls, addressing complex and sensitive situations independently.
- Guided consultants in real-time during calls to effectively resolve customer issues using Microsoft Teams.
- Reviewed calls and delivered targeted coaching feedback, enhancing development of new resolution specialists.
- Acted as Subject Matter Expert for new representatives by providing training on guidelines and processes.
- Mentored newcomers by sharing knowledge on processing, accommodations, escalations, and guidelines.
- Monitored team performance metrics to identify improvement areas.
- Contributed insights in team meetings and presented updates on procedures to ensure alignment and clarity.
Service Consultant
Progressive Insurance
Mayfield Heights/Remote, Ohio
07.2015 - 02.2022
- Resolved complex customer issues utilizing effective problem-solving techniques and product expertise.
- Processed cancellations, renewals, reinstatements, endorsements, payments, and filings on Progressive systems to maintain accurate account management and enhance customer satisfaction.
- Advocated for Progressive products by tracking inquiries and gathering customer information to provide tailored solutions that meet individual needs.
- Assessed customer insurance needs and identified motives during calls.
- Trained new representatives as Subject Matter Expert on company guidelines and procedures.
- Collaborated with supervisors to refine skills and stay updated on product offerings and procedural updates, ensuring high-quality service delivery.
Patient Service Specialist
Cleveland Clinic
Beachwood, OH
07.2017 - 08.2021
- Resolved patient inquiries and complaints promptly, contributing to improved patient satisfaction.
- Assisted patients with paperwork completion and appointment preparation.
- Managed insurance verification, ensuring accurate claims processing and efficient co-pay collection.
- Maintained comprehensive patient records, supporting effective communication and care coordination.
- Updated patient profiles in computer system to maintain accurate and comprehensive records.
Enterprise Repair Representative
Windstream Communications
Twinsburg, OH
08.2009 - 06.2015
- Proactively resolved customer issues, minimizing technical escalations to management and improving customer satisfaction.
- Surpassed monthly key performance indicators for schedule adherence, call quality, and hold time.
- Trained new hires and supported teammates in system navigation and application utilization, facilitating smoother onboarding and team collaboration.
- Organized department materials to ensure accurate documentation of customer interactions, enhancing information retrieval.
Customer Service Sales Representative
Time Warner Cable
Cleveland, OH
05.2005 - 08.2009
- Responded to customer inquiries with effective solutions through consultative selling, enhancing customer engagement.
- Promoted products and services to boost customer engagement and satisfaction.
- Executed troubleshooting for digital cable, internet, and phone services, resolving customer issues and enhancing satisfaction.
- Delivered technical support via phone and coordinated service calls to resolve customer issues promptly.
- Documented customer interactions in call-tracking system, ensuring first contact resolution and maintaining service continuity.
- Achieved service level agreements while consistently maintaining performance statistics.
Education
High School Diploma -
Bedford High School
Bedford, Ohio06.2000
Skills
- Regulatory compliance
- Policy analysis
- Dispute resolution
- Conflict resolution
- Process improvement
- Troubleshooting expertise
- Creative problem solving
- Effective communication
- Coaching skills
- Team member training
- Empathy
- Ethical judgment
Technical Skills
- Productivity Tools: Microsoft Excel, Word, PowerPoint, Outlook
- Collaboration: Microsoft Teams, SharePoint
Timeline
Senior Resolution Lead
Progressive Insurance
02.2022 - Current
Patient Service Specialist
Cleveland Clinic
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
High School Diploma -
Bedford High School