Latoya Walker
Charlotte,NC
Summary
Accomplished professional with over 15 years of broad expertise in fast-paced environments leading contact centers and operations. Cultivating strategic healthy partnerships with internal and external clients to drive innovative solutions for seamless operations. Analytical problem-solver with proven success as goal-oriented leader with the ability to develop others and build a culture of positive morale. Seeking an opportunity to join a dynamic team driving results for clients, employees and operations.
Overview
15
15
years of professional experience
Work History
AVP, ADMIN SOLUTIONS
LPL Financial
05.2021 - 02.2024
- Led end-to-end delivery processes including onboarding financial professionals and admin pairing.
- Direct leader of 7 managers indirectly manages 87 team members
- Responsible for operations, product performance, improving efficiencies, continuation improvement and strategy.
- Managed projects efficiently, ensuring timely delivery and high-quality results.
- Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
- Developed and maintained strong relationships with clients, resulting in increased business opportunities.
- Oversaw talent acquisition efforts, selecting top candidates who contributed significantly to organizational success.
- Partner with finance (FP&A) to monitor performance, budget to meet executive leadership expectations.
- Relationship owner of clients, brokers / agencies, institutions, sales, onboarding, business consulting, key stakeholders internal and external.
- Responsible for two strategic pillars involving employee and client experience and consulting on several others.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Led culture and engagement efforts for all of LPL Services Group organization since 11/2022.
CLIENT COMPENSATION, SERVICE MANAGER
LPL Financial
12.2019 - 05.2021
- Accomplished highest Client satisfaction NPS score of 64% in the history of LPL due to coaching and developing managers on how to performance manage staff
- Leverage technology, data & analytics, Smartsheet’s to drive exceptional service, productivity, efficiency, and cost management
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leader in Career Pathfinder as an active formal member of LPL exclusive mentorship program for group and individual protégé’s
- Develop business plans, strategic objectives, standard operating procedures in alignment to executive leaders’ goals for financial advisor’s payroll department
- Strategies are aligned with the financial goals, focusing on key performance indicators, innovation, client satisfaction and efficiency.
- Resolved customer complaints in a professional and timely manner.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
CLIENT TECHNOLOGY, OPERATIONS MANAGER
LPL Financial
04.2018 - 12.2019
- Created service line in Client Technology Management contact center, implemented and customized solutions including created new direct toll-free number and call tree options for clients
- Created observation forms and definitions to measure quality observations
- Collaborated with workforce management and technology to create a dynamic contact center for this specialized team that pays out all the advisor population of 21k+ clients
- Onboard advisors and their staff by provisioning access to internal tools and systems based on registrations and compliance approvals
- Established an engagement team to build rapport and improve morale which improved Engagement by 10%
- Improved SLA on Service Line from 47% to 80% in three months.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
TOU RECRUITER SUPERVISOR
Randstad Staffing Agency
02.2017 - 04.2018
- Train management-level staff in behavioral interviewing skills to optimize hiring practices
- Facilitate full-cycle recruitment process across all business lines and source candidates through proven recruitment channels including orientation
- Processed payroll and assisted with HR-related items including attendance, performance management and timesheets
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Team Lead coverage, observing benefit calls for multiple clients at Alight and managing performance
- Site Manager support, hosting job fairs, new hire orientation, training, onboarding, completing assignment once client offboard contingent workers.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
MANAGER, NETWORK FORCE LOAD ANALYST - TECHNOLOGY OPERATIONS
AT&T
01.2015 - 12.2016
- Head of District of Raleigh NC. day-to-day dispatch workforce effectively and efficiently
- Analyzes technician schedules to recommend amount of installs to sell and repairs to bring in daily, weekly and monthly, met 90% KPIs YTD as top performer in first year in safety, customer satisfaction, and productivity
- Implemented process improvements improving metrics by 20% across enterprise by identifying opportunity for field duration which generated greater revenue sales
- Boosted completion rate on DTV and Gpons 5% by partnering with field to update skills for technicians
- Created weather outage process due to storms restoration for disasters such as, Hurricanes ex
- Responsible for commercial real estate installations and repairs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
MANAGER, NETWORK CUSTOMER SERVICE CENTERS - NETWORK OPERATIONS
AT&T
01.2009 - 01.2015
- Served as Area Manager (AVP), running day-to-day operations, responsible for 15-18 manager direct reports
- 450 + employees indirect
- Saved over $40K, achieving two wins in arbitration hearings by documenting and adhering to compliance expectations
- Took ownership of escalations to eliminate possible lawsuits and presidential escalations
- Act as company advocate in mediation, arbitration and other government proceedings
- Settled union representatives’ employee grievances
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Handle employee grievances in a union environment (IBEW and CWA).
- Improved marketing to attract new customers and promote business.
Education
BS - Business Administration
University of Phoenix
AA - Accounting
Malcolm X College
Six Sigma Green Belt -
AT&T
Series 99 -
FINRA
Skills
- Microsoft Office Suite (Excel, Access, PowerPoint, Word, Outlook)
- SQL
- VERINT
- Peoplenet
- COGNOS
- CCPULSE
- NICE
- Arcgis
- Oracle
- Edge
- Bill Tracker
- Share Drive
- SharePoint
- Workday
- Smart Sheets
- Client Works/ BranchNet
- Salesforce
- ServiceNow
- Relationship Management
- Operations Management
- Change Management
- Finance/Wealth Management
- Budget/Payroll Management
- Staff Development/Supervision
- Documentation Management
- Culture/Engagement
- Product Management
- Agile Methodology
- Employee Relations
- Risk/Compliance
- Education & Training
- Corporate Communications
Career Overview
Greetings, I have over 15 years of experience leading teams in service centers, operations, and technology. I thrive in new start up organizations similar to creating the service team for Client Compensation at LPL Financial and transforming landline services to the mobility platform at AT&T.
Employee and customer satisfaction provides the motivation I need to exceed the KPI's in which I either create with approval from Executive Leadership or, delegated instructions to execute to the organization.
Development of employees to meet their highest achievement is a passion of mine which leads to building trust and coaching to performance. As a six sigma Green Belt, process improvements and change management is a daily goal to enhance current processes and mitigate risks.
Thank you for taking the time to read some highlights regarding my career, looking forward to opportunity to meet with you soon.
Community Service
- Member, Real Estate Investor Association (REIA)
- Host, Professional Career Development for Praising Place.org Life Cell Group
Timeline
AVP, ADMIN SOLUTIONS
LPL Financial
05.2021 - 02.2024
CLIENT COMPENSATION, SERVICE MANAGER
LPL Financial
12.2019 - 05.2021
CLIENT TECHNOLOGY, OPERATIONS MANAGER
LPL Financial
04.2018 - 12.2019
TOU RECRUITER SUPERVISOR
Randstad Staffing Agency
02.2017 - 04.2018
MANAGER, NETWORK FORCE LOAD ANALYST - TECHNOLOGY OPERATIONS
AT&T
01.2015 - 12.2016
MANAGER, NETWORK CUSTOMER SERVICE CENTERS - NETWORK OPERATIONS
AT&T
01.2009 - 01.2015
BS - Business Administration
University of Phoenix
AA - Accounting
Malcolm X College
Six Sigma Green Belt -
AT&T
Series 99 -
FINRA