LaToya Edwards
Summary
Passionate and customer-focused Support Specialist with experience delivering friendly, efficient, and empathetic service in high-volume remote environments. Known for building strong relationships, resolving issues with care and accuracy, and helping customers feel supported every step of the way. Highly organized, detail-oriented, and committed to creating positive customer experiences while supporting team collaboration and operational success.
Overview
12
12
years of professional experience
Work History
Operations Manager
Powerhouse Consulting Group
09.2025 - Current
- Promoted to Operations Manager based on performance, leadership, and operational impact.
- Act as escalation point for complex, or high impact customer issues, partnering with cross-functional teams to drive resolution.
Lead Support Analyst
Powerhouse Consulting Group
01.2024 - 09.2025
- Provide frontline customer support by responding to inquiries related to billing, onboarding, payments, and account activity.
- Serve as a trusted point of contact, ensuring customers receive clear information and timely resolutions.
- Accurately maintain customer records and documentation using CRM tools including Monday.com and Slack.
- Collaborate with cross-functional teams to resolve escalated issues and improve the customer experience.
- Identify recurring challenges and recommend process improvements to support satisfaction and retention.
Customer Benefits Advisor
Unum
03.2022 - 10.2023
- Answered high-volume inbound calls, chats, and emails to assist customers with benefit and policy questions.
- Explained complex benefit information clearly and compassionately to support understanding and decision-making.
- Maintained a 98% accuracy and quality rating while updating account information and claim documentation.
- Helped resolve issues quickly by coordinating with internal teams when additional investigation was required.
Call Center Manager
McCullough HVAC
Austin
09.2019 - 12.2021
- Oversaw daily call center operations to ensure prompt and professional customer assistance.
- Trained and supported new representatives in delivering excellent customer care and problem resolution.
- Used Salesforce CRM to track customer inquiries, identify trends, and strengthen service processes.
Business Manager
Homesupply.net
Atlanta
03.2014 - 11.2018
- Managed insurance claim documentation, billing, and customer account records with accuracy and confidentiality.
- Resolved customer billing discrepancies and assisted with claim-related questions.
- Ensured compliance with HIPAA and company privacy standards at all times.
Education
Associate of Arts - Business Administration
Campus College
Business Administration Certificate -
San Joaquin Valley College
Diploma -
Atlanta High School
Skills
- Exceptional Customer Service & Relationship Building
- High-Volume Call, Chat & Email Support
- Issue Resolution & Escalation Management
- Account & Case Management
- Customer Records & Documentation
- Technical & Benefit Inquiry Support
- Multitasking & Time Management
- Remote Work & Collaboration
- CRM Tools: Salesforce, Mondaycom, Front
- Team Communication Tools: Slack, JIRA, Zoom, Teams
- HIPAA and Policy Compliance
Websites
Timeline
Operations Manager
Powerhouse Consulting Group
09.2025 - Current
Lead Support Analyst
Powerhouse Consulting Group
01.2024 - 09.2025
Customer Benefits Advisor
Unum
03.2022 - 10.2023
Call Center Manager
McCullough HVAC
09.2019 - 12.2021
Business Manager
Homesupply.net
03.2014 - 11.2018
Associate of Arts - Business Administration
Campus College
Business Administration Certificate -
San Joaquin Valley College
Diploma -
Atlanta High School