LaToya Hearne
Dallas
Summary
Seeking an opportunity to take on new challenges to improve core competencies by applying proven and innovative leadership, customer service and analytical skills combined with an effective business outlook and insight into effective customer relations.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
18
18
years of professional experience
Work History
Premier Relationship Manager
AT&T Mobility
02.2020 - Current
- Cultivated strong client relationships to enhance customer loyalty and retention.
- Led strategic financial planning discussions to align client goals with investment opportunities.
- Analyzed market trends to provide tailored financial advice and solutions for high-net-worth clients.
- Coordinated cross-functional teams to deliver comprehensive service offerings and support client needs.
- Proactively identified opportunities to upsell additional products and services, strengthening the overall value proposition for clients.
- Mentored junior team members and shared best practices to foster a collaborative working environment focused on continuous improvement.
- Streamlined operational processes within the team to increase efficiency and improve overall performance metrics.
Credit & Activations Analyst
AT&T Mobility
12.2016 - 02.2020
- Duties to take inbound calls from sales agents from different sales channels and assist with Analyst Review codes on applications for business and consumer accounts. Once code has been determined, I either decision the application or leave application in pending status.
- Contact OCA(outside collection agency) to verify if settlement was made and confirm payment.
- Contact other AT&T entities to verify any existing cancelled or past due debt owed.
- Access business customer's high credit to determine eligibility for more than 10 lines with or without deposit.
- Assist DTV agent in bundled service requests.
Receivables Management Customer Service Rep.
AT&T Wireless Farmers Branch, TX
09.2007 - 12.2016
- Performed general accounts receivable support and provide clarification to inquiries.
- Managed high volume of inbound and outbound collection calls.
- Advised customers of new services and features and upgrade eligibility.
- Handled incoming calls from internal customer service reps in regards to billing inquiries.
- Assisted customers with making payment plans to ensure accuracy in credits and payments.
- Performed research and analyzed specific account issues and complaints from beginning to resolution.
- Assisted in training new employees and other duties assigned by management.
Education
Diploma - Medical Assisting and Phlebotomy
Platt College
Dallas, TXABA approved post-graduate paralegal certificate program -
Southeastern Career Institute
Dallas, TXAssociates of Applied Science - Computer Information Systems
Education America
Dallas, TXSkills
- Typing / Data Entry Expert
- Microsoft Office Suite
- Customer Service
- Customer focus
- Communication Business Development Strategic Relations
- Cash flow management
- Attention to detail
- Excellent communication
- Critical thinking
Timeline
Premier Relationship Manager
AT&T Mobility
02.2020 - Current
Credit & Activations Analyst
AT&T Mobility
12.2016 - 02.2020
Receivables Management Customer Service Rep.
AT&T Wireless Farmers Branch, TX
09.2007 - 12.2016
Diploma - Medical Assisting and Phlebotomy
Platt College
ABA approved post-graduate paralegal certificate program -
Southeastern Career Institute
Associates of Applied Science - Computer Information Systems
Education America