LATASHA BRUMFIELD
Las Vegas,United States
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Bank of America
Las Vegas
10.2020 - 08.2024
- Worked remotely as a Certified Customer Service Representative at Bank of America.
- Took inbound calls and assisted customers with account authentication, sending out new cards, checking balances, completing transactions, and filing claims.
- Helped customers get in contact with EDD for the purpose of having fraud blocks or restrictions lifted from their unemployment accounts.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Credit Enrollment Specialist
I Dial U
Las Vegas
01.2016 - 10.2020
- Made outbound calls to first-time homebuyers.
- Analyzed credit reports to determine program eligibility.
- Provided advice in regard to programs or courses that would best fit clients' credit needs for home ownership.
- Pivoted the call by enrolling clients into our credit repair program.
- Exceeded the company's sales goal by 25% on a monthly basis.
Debt Specialist
Beyond Financial Solutions Inc.
Las Vegas
12.2013 - 01.2016
- Worked remotely as a Certified Debt Specialist in the financial services market.
- Handled inbound calls in the client success department.
- Assisted clients who were experiencing financial hardship and looking for debt resolution.
- Negotiated payment arrangements with delinquent customers to resolve overdue balances.
- Improved customer satisfaction by 12% within a three-month time span.
Education
Diploma -
La Puente High School
CASkills
- Active listening
- Time management
- Negotiation
- Conflict resolution
- Call Center Operations
- Customer support
- Inbound and Outbound Calling
- CRM Software
- Customer consulting
- Customer Communication and Empathy
Certification
- Certified Financial Consultant
- Certified Customer Service Representative
Timeline
Customer Service Representative
Bank of America
10.2020 - 08.2024
Credit Enrollment Specialist
I Dial U
01.2016 - 10.2020
Debt Specialist
Beyond Financial Solutions Inc.
12.2013 - 01.2016
Diploma -
La Puente High School
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