Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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LaToya Schmitz

LaToya Schmitz

Leander,Texas

Summary

Leader who specializes in quality service, customer retention, productivity, team management and development. Results and people driven with outstanding follow through. Ability to accept new challenges and opportunities with a can-do attitude.

Overview

12
12
years of professional experience

Work History

Team Lead Supervisor, Customer Service

Visa
Austin, Texas
05.2015 - Current
  • 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

Bachelor of Science - Course work in Psychology

Baylor University
Waco, TX

Associate of Arts - Psychology

Trinity Valley Community College
Athens, TX
2016

Skills

  • Leadership
  • Training and Development
  • Cross-functional collaboration
  • Team management
  • Team building
  • Talent development
  • Meticulous attention to detail
  • Client relations specialist
  • Deadline-oriented
  • Tech savvy
  • Customer service experience
  • Customer service skills
  • Customer service awareness
  • Customer service specialist
  • Customer service-focused
  • Customer service understanding
  • Customer service support
  • Exceptional customer service
  • Effective customer service

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Fall seven times; stand up eight.
Japanese proverb

Timeline

Interim Manager

Visa
09.2018 - 08.2019

Team Lead Supervisor, Customer Service

Visa
05.2015 - Current

Customer Solutions Offline Ringer/Audit Team

Sears & Roebuck Call Center
10.2011 - 05.2015

Bachelor of Science - Course work in Psychology

Baylor University

Associate of Arts - Psychology

Trinity Valley Community College

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LaToya Schmitz