LaToya Miller
Phoenix,AZ
Summary
Dynamic leader with a proven track record at BMO Bank of Montreal, enhancing customer satisfaction and team performance through effective escalation management and workforce planning. Excelled in mentoring staff to exceed service level agreements, achieving notable improvements in customer care. Skilled in both strategic oversight and fostering key performance indicators, with a keen focus on achieving results through team coaching and skill development. Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease. Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Customer Service Representative Manager
BMO Bank of Montreal
03.2022 - Current
- Built positive rapport and relationships for high levels of customer satisfaction.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Onboarded and trained customer representatives to meet performance and service goals.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Implemented company policies and procedures for professional, cohesive customer care.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Retail Relationship Banker
BMO
07.2019 - Current
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Cultivated strong customer relationships by providing tailored advice and services.
- Maintained in-depth product and service knowledge for well-informed customer advice.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Analyzed customers' financial information to deliver personalized account guidance.
- Analyzed financial needs of clients and developed tailored strategies to meet goals.
- Researched and evaluated potential investment products for clients.
- Helped clients make informed decisions about financial future.
- Educated clients on potential risks and rewards associated with various investments.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Onboarded and trained customer representatives to meet performance and service goals.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
Teller
US Bank
07.2016 - 08.2019
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on use of banking website and mobile apps.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and verified suspicious activity on customer accounts.
- Received loan and utility payments, sending funds to correct destinations.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Counted, verified and handled bank deposits and armored car transactions.
- Cross-sold credit cards, loans and other bank products.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Generated monthly reports on customer activity and customer feedback.
Certified Nursing Assistant
Villa At Bradley Estates
01.2010 - 07.2016
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Transported patients between rooms and appointments or testing locations.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Supported needs of 20+ residents under long-term care.
Education
Certified Nursing Assistant Certificate - Certified Nursing Assistant Certificate
Milwaukee Area Technical College
Milwaukee, WI2006
Associate's Degree - Medical Assistance
Sanford-Brown College
South Milwaukee, WI2005
High School Diploma -
Vincent High School
Milwaukee, WI06.2004
Skills
- Customer Segmentation
- Live chat support
- Service Level Agreements
- Escalation management
- Key Performance Indicators
- Workforce Planning
- Inbound and outbound calls
- Issue Resolution
- Federal Regulations
- Skill Development
- Performance Evaluations
- Staff Monitoring
- Team coaching
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative Manager
BMO Bank of Montreal
03.2022 - Current
Retail Relationship Banker
BMO
07.2019 - Current
Teller
US Bank
07.2016 - 08.2019
Certified Nursing Assistant
Villa At Bradley Estates
01.2010 - 07.2016
Certified Nursing Assistant Certificate - Certified Nursing Assistant Certificate
Milwaukee Area Technical College
Associate's Degree - Medical Assistance
Sanford-Brown College
High School Diploma -
Vincent High School
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