LaToya Schmitz
Leander,Texas
Summary
Results-oriented team leader with a proven track record at Visa, driving exceptional client satisfaction through strategic cross-functional collaboration. Successfully managed a team of over 22 professionals to consistently exceed performance goals while fostering a culture of excellence and continuous improvement. Core competencies include client relations, quality control, and team development.
Overview
13
13
years of professional experience
Work History
Stay At Home Mom
Work From Home Business
Leander, TX
06.2023 - Current
- Managed household errands and other essential duties.
- Completed day-to-day responsibilities accurately and efficiently.
- Homeschooled two kids.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Team Lead Supervisor, Customer Service
Visa
Austin, Texas
05.2015 - 05.2023
- Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service
- Effectively communicated with team members to maintain clearly defined expectations
- Directed team of 22 customer service professionals assisting Visa credit card holders
- Owned team productivity metrics
- Filled out documentation and logs each day and created weekly reports detailing activities
- Successfully managed activities of 22 team members
Interim Manager
Visa
Austin, Texas
09.2018 - 08.2019
- Providing excellent customer service through monitoring and coaching teammates
- Promote employee Engagement
- Monitor and Ensure all KPI expectations are met
- Set goals with peers and create a plan of action to reach goals
- Coach for consistent improvement
- Demonstrate and model Visa behaviors and Leadership principles
- Execute Leadership strategies and tactics
- Conduct regular evaluations and provide performance and behavior feedback to Teammates
- Creating Rapport and Building professional relationships
- Currently overseeing 10+ agents
- Building Team Morale
- Provide support to management team to ensure department coverage
- Supported executive decision-making by reporting on metrics and recommending actionable improvements
- Implemented employee engagement and development activities, presentations and training to maximize productivity and unite workforce
Customer Solutions Offline Ringer/Audit Team
Sears & Roebuck Call Center
Round Rock, Texas
10.2011 - 05.2015
- Trained new employees on company customer service policies and service level standards.
- Built customer confidence by actively listening to their concerns and giving appropriate feedback
- Filled out documentation and logs each day and created weekly reports detailing activities.
- Addressed negative customer feedback immediately.
- Improved service quality and increased sales by developing a strong knowledge of company's products and services.
- Answered customer requests with friendly, knowledgeable service and support.
- Provided a high level of product and leadership support to representatives and clients.
Education
Associate of Arts - Psychology
Trinity Valley Community College
Athens, TX2016
Skills
- Team Leadership
- Skill Development Programs
- Cross-functional collaboration
- Team management
- Team building
- Talent development
- Detail-Oriented Approach
- Client relations specialist
- Results-Driven
- Proficient in Technology
- Client Satisfaction
- Performance Goals
- Clear Communication Skills
- Employee Engagement
- Performance Metrics
- Scheduling
- Employee Supervision
- Influencing skills
- Quality control
Timeline
Stay At Home Mom
Work From Home Business
06.2023 - Current
Interim Manager
Visa
09.2018 - 08.2019
Team Lead Supervisor, Customer Service
Visa
05.2015 - 05.2023
Customer Solutions Offline Ringer/Audit Team
Sears & Roebuck Call Center
10.2011 - 05.2015
Associate of Arts - Psychology
Trinity Valley Community College
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