Summary
Overview
Work History
Education
Skills
Timeline
Barista

LATOYA DAVIS

Millington,TN

Summary

Results-driven professional with extensive experience in collections management, client intake, and customer support. Proven team leader in achieving collection goals and ensuring high customer satisfaction. Skilled in resolving complex issues, implementing effective communication strategies, and managing client relationships to foster loyalty. Proficient in using CRM systems to enhance operational efficiency.

Overview

10
10
years of professional experience

Work History

Intake Specialist

TheKey HomeCare Assistance (Remote)
Kansas City, Kansas
04.2024 - Current
  • Determine client service eligibility by evaluating collected data.
  • Providing information, answering questions, and addressing concerns throughout the intake process.
  • Collaborate with other departments to ensure clients are directed to appropriate resources, services, or programs based on their assessments.
  • Monitor the status of client referrals and follow up to ensure that clients receive the services they need, and provide additional support if necessary.
  • Enhanced customer satisfaction by providing detailed information on new services.
  • Offer guidance to clients regarding available services, benefits, and support systems, empowering them to make informed decisions.

Client Support Specialist

TheKey Management LLC
Kansas City, KS
03.2023 - 04.2024
  • Applied Salesforce CRM for efficient customer information tracking
  • Skilled in utilizing CRM software and ticketing tools to track client interactions
  • Ensured customer satisfaction through detailed service information
  • Effectively ensured client needs were understood and met using empathetic communication
  • Organized calendar schedules efficiently

Collection Manager

American Car Center / American Financial
Memphis, TN
11.2016 - 02.2023
  • As a collections manager I handles unpaid invoices handle customer complaints and negotiate payment arrangements with customers
  • Also provide statistics, data analysis, and reports on the progress of the collection department
  • Managed other collection representatives maintaining collection portfolio
  • Developed and trained new customer service representatives on the proper handling of customer inquiries
  • Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
  • Created a new customer database by entering customer information into a database
  • Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
  • Resolved an average outstanding customer inquiries each week, resulting in an average reduction in the number of customer complaints

Collections Representative

Regional Adjustment Bureau, Inc.
Memphis, TN
08.2012 - 12.2016
  • Addressed customer inquiries promptly
  • Documented names, addresses, phone numbers for all customer transactions
  • Shortened call times
  • Decreased frequency of issues reported
  • Executed repayment terms negotiations with customers adhering to company policy
  • Applied advanced tracking techniques for locating difficult-to-find debtors

Cashier/Customer Service

ACE Cash Express/Centrinex
Memphis, TN
05.2005 - 08.2012
  • Educate customers on products
  • Listen to customer needs
  • Maintain store security
  • Provide card services
  • Process MoneyGram transactions
  • Complete Bill Pay transactions
  • Cash checks

Education

Studied - Business Management

Southwest Community College
01.2008

High School Diploma -

Trezevant High School
Memphis, TN
01.2003

Skills

  • Customer service
  • Salesforce knowledge
  • Time management
  • Communication skills
  • Microsoft excel
  • Leadership

Timeline

Intake Specialist

TheKey HomeCare Assistance (Remote)
04.2024 - Current

Client Support Specialist

TheKey Management LLC
03.2023 - 04.2024

Collection Manager

American Car Center / American Financial
11.2016 - 02.2023

Collections Representative

Regional Adjustment Bureau, Inc.
08.2012 - 12.2016

Cashier/Customer Service

ACE Cash Express/Centrinex
05.2005 - 08.2012

Studied - Business Management

Southwest Community College

High School Diploma -

Trezevant High School
LATOYA DAVIS