LaToya Jackson-Durrah
Hanford,CA
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
Work History
Associate Account Expert
T-Mobile
Kingsburg, CA
03.2023 - 07.2024
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Recognized by management for providing exceptional customer service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Identified needs of customers promptly and efficiently.
Member Service Representative II
Navy Federal Credit Union
Lemoore, CA
02.2022 - 07.2024
- Monitored compliance with organizational security protocols when interacting with members.
- Maintained accurate records of member interactions and transactions.
- Handled customer complaints in an efficient and courteous manner.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Verified identity information on new accounts using established procedures.
- Identified opportunities for cross-selling additional products or services based on member needs.
Tax Examiner
Internal Revenue Service, IRS
Fresno, CA
02.2018 - 07.2021
- Performed calculations necessary for determining a taxpayer's taxable income and liability amount.
- Reviewed tax returns to ensure accuracy and compliance with applicable laws, regulations, and policies.
- Participated in training sessions designed to stay abreast of current tax laws.
- Investigated discrepancies in taxpayer information to determine the appropriate course of action.
- Analyzed complex financial documents such as bank statements, ledgers, and account records.
- Identified discrepancies between reported income and expenses, as well as any other irregularities.
- Conducted research on relevant tax law changes and updates to ensure accurate filing.
- Researched accounts with reported discrepancies.
- Adjusted both individual and business accounts.
- Reviewed historical data to check compliance with internal and regulatory standards.
Financial Sales Associate
BBVA Compass Bank
Surprise, AZ
05.2017 - 02.2018
- Collaborated with internal departments such as operations, accounting, to resolve customer queries.
- Attended seminars and webinars on topics such as taxation laws, portfolio management strategies, risk management.
- Analyzed customer portfolios to develop tailored solutions that met their financial goals.
- Initiated contact with prospective customers through cold-calling techniques to discuss various financial services available.
- Performed administrative duties such as filing documents, preparing correspondence.
- Reviewed customer accounts regularly to ensure compliance with industry regulations.
- Participated in team meetings to discuss new products or services offered by the company.
- Maintained accurate records of all customer data including account balances, transaction history.
- Processed client transactions including deposits, withdrawals, trades and transfers accurately and efficiently.
Education
Bachelor of Science - Business Industrial Organizational Psychology
University of Phoenix
Tempe, AZ04-2023
Skills
- Problem Resolution
- Time Management
- Customer Relations
- Data Entry
- Teamwork and Collaboration
- Microsoft Word
- Microsoft Office
- Clerical Support
- Supervision and leadership
Timeline
Associate Account Expert
T-Mobile
03.2023 - 07.2024
Member Service Representative II
Navy Federal Credit Union
02.2022 - 07.2024
Tax Examiner
Internal Revenue Service, IRS
02.2018 - 07.2021
Financial Sales Associate
BBVA Compass Bank
05.2017 - 02.2018
Bachelor of Science - Business Industrial Organizational Psychology
University of Phoenix