LATOYA PEACOCK
Sacramento,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
26
26
years of professional experience
Work History
Financial Service Manager
Verizon Wireline CALNET
Folsom, CA
01.2020 - 01.2024
- Contract Compliance includes understanding the contract terms, managing contractual credits due to the customers, understanding contributing revenue and trend toward meeting annual or term commitment, assisting Sales/Pricing Contract Management (PCM)/Legal with resolving contractual issues, and ensuring the Audit Engine is updated for proper pricing as new high level identifiers are added under contract
- Operational Credits, Billing Adjustments & Settlements includes Investigating, monitoring progress and resolving billing or payment issues by tracking and escalate customer’s Billing Research ticket for prompt resolution, initiating and coordinating Settlement credits by track the progress of settlement credits and work to remove any obstacles if the credit stalls. driving credit reduction through process improvements or monthly First Invoice and Last Invoice reviews.
- Revenue Management includes managing the Annual NASP for acquisition/divestiture to update accounts annually or monthly, managing the unbilled Revenue Report to identify when unbilled revenue occurs when there is not a price or service in the contract.
Coordinator
Verizon Customer Operations
Chandler, AZ
01.2017 - 01.2020
- Maintaining a thorough understanding of the products and services offered by Verizon and their billing and process capabilities as it is relevant for the clients.
- Utilized save techniques for customer transitions, to minimize churn and enhance customer loyalty
- Handled escalation calls, troubleshooting, billing problems and listen to external customers and communicate complex information clearly and concise
- Empowered to make recommendations that contributed to the overall success of the company
- Provided mentorship for new representatives to achieve goals and become actively involved to achieve metrics while providing one-call resolutions.
Coordinator
Verizon Center of Excellence
Rancho Cordova, CA
01.2010 - 01.2017
- Developing billing hierarchies for clients through pre sale-post sale billing conference, ensuring the clients’ services are integrated to the appropriate Verizon billing platforms.
- Maintaining a thorough understanding of the products and services offered by Verizon and their billing and process capabilities as it is relevant for the clients.
- Billing and process change recommendations as required.
- Ensuring services ordered are valid per contract, including review of all order documentation
Retail Key Holder
Verizon Wireless Retail Store
San Francisco, CA
01.2007 - 01.2010
- Store key holder, responsible for administrative functions & operations, case management, and store inventory.
- Provided customer support to new and existing customers visiting the Verizon Wireless store, and assessing their service needs.
- Conducted troubleshooting on all features, multimedia, and smartphone devices including mobile hotspots and tablets utilizing all online tools.
- Practiced quality customer service from the greeting point throughout the sales transaction, ensuring that all aspects of the customer needs are met and every customer has a positive experience on every visit to the store.
- Other duties include but not limited to service activations processing equipment replacement changes and bill payments, responding to billing inquiries, equipment troubleshooting, and processing account service changes.
- Follow all compliance guidelines assuring that all appropriate documentation and data entry is correct and truthful
Financial Services Coordinator
National Recovery Department (Quality Assurance)
Houston, TX
01.1998 - 01.2007
- Responsible for delivering center metrics for call quality
- Provided coaching for Monitored live and pre-recorded calls to maintain daily call management level
- Support Reps in meeting daily call metrics
- Conducted Collaborations with Supervisors and Directors to review monthly quality assurance scores
- Supported center projects to help maintain cell integrity and results
Education
Bachelor of Science -
Consumes River College
Sacramento05-2028
Skills
- Customer service
- Strategic planning
- Cash flow management
- Credit analysis
Timeline
Financial Service Manager
Verizon Wireline CALNET
01.2020 - 01.2024
Coordinator
Verizon Customer Operations
01.2017 - 01.2020
Coordinator
Verizon Center of Excellence
01.2010 - 01.2017
Retail Key Holder
Verizon Wireless Retail Store
01.2007 - 01.2010
Financial Services Coordinator
National Recovery Department (Quality Assurance)
01.1998 - 01.2007
Bachelor of Science -
Consumes River College