LaToya Christensen

Case Management for Mission Control alias

• Addressed tickets within 1-2 business days SLA
• Comprehended and applied complex policies and processes related to headcount management with client
• Provided positive, helpful customer service experience to internal client
• Identified correct POCs for escalation, both within Mission Control and via their cross functional partner
• Investigated headcount issues across several tools and databases including Salesforce, Workday and client-internal platforms
• Strong research and problem solving skills in order to answer data integrity questions and reconciled systems of record
• Handled problems in with calmness and collected manner, even when under pressure
• Worked directly with partners and valued stakeholders without supervision

• Social media app startup Clubhouse
• Ensured users receive clear and concise support for using their products via email
• Cross-collaborated with other team members to compose custom responses to unique user inquires
• Recommended self-serve resources for users to solve their issues
• Optimized and improved internal and external documentation around processes and their products

• Handled, sorted and analyzed official physical mail from members and other entities; verified members' information by viewing photo copies ID documentation to activate their accounts
• Troubleshooted app and website login errors with members based on screenshots received via email
• Executed password and email resets, activated and cancelled new and existing members' accounts based upon request; responded to 20-40 emails via Salesforce daily at a Tier-3 level

*New Product Launch* - As an inaugural hire for a new high-yield savings product, played an integral role in designing the support experience for 90M members. Transformed ad hoc operations into an efficient, cohesive workforce achieving 6-hour SLAs, while reducing customer touches by 40% , completely eliminating backlog.

• Collaborated and observed 20 independently operating support specialists to identify, aggregated and built consensus around best practices; designed standardized email, chat, and web customer engagement workflows, powered through Salesforce
• Further streamlined team efforts by creating FAQ, standard replies, and guides integrated into shared knowledge base and client-facing Help Center
• Handled 36% of 2,300 customer inquiries across 3 months, before shifting to Tier-3 role to advise 100+ new contact center staff on delivering “white glove” member experience

• Excellent written and verbal communication skills; was able to interact with customers in a clear and concise manner, primarily by phone and email
• Promptly & effectively responded to 80 emails, took 30 inbound calls per day; 96.8% QI
• Was able to work well under pressure and handled difficult situations with a calm and empathetic approach, as well as meet daily and weekly goals
• Handled customers' requests regarding credits/refunds; escalated to supervisor to issue back to customers
• Self-motivated and resourceful; a problem solver with a can-do attitude
• Prioritized work and managed time effectively; thrived in a fast-paced, multi-faceted environment
• Keen interest in human behavior and the underlying factors that inform the decision-making process
• Demonstrated empathy; attentive to the needs and concerns of customers while striving to provide the best possible experience to users

• Utilized JIRA to create, edit and resolve tickets with project completion
• Used proprietary software program daily to manage customer information
• Provided support and risk mitigation within the business financing space
• Maintained and exceeded established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
• Communicated with clients, including investigative level conversations
• Exceeded established standards for customer service, and resolved minor issues with little or no supervision; escalated complex issues as necessary
• Effectively used an internal escalation path for reviews requiring additional due diligence
• Tracked and reported performance metrics
• Surfaced opportunities to improve tools, workflow and customer experience

• Previously responsible for end to end operations of listing & modifying partner apps on Square's app marketplace with CRM software
• Worked cross-functionally with partner managers, product, engineering and support team in order to launch partner businesses
• Effectively project managed multiple requests and optimization of workflows to meet timeline
• Provided sales support tracking leads, opportunities and overall growth using Salesforce

• Coordinated with suppliers as needed (packages sent, revisions, clarifications)
• Conducted quality audits/investigations on various products; reported percentage of excellent, acceptable and defective samples to Quality Assurance Manager, Senior Quality Lead and Chemist
• Packaged components and range boards sent to suppliers domestically and internationally