LaTonia Thompson

414-***-****] ad0sqh@r.postjobfree.com

Objective

My employee background has provided me with a good understanding of what employers look for in an employee, such as experience, dependability, flexibility, and leadership. Customer Service with talent for Communication and Diversity. Strong knowledge of all basic software. Communicative and team-oriented with proficiency in Salesforce, Oracle, Teams, etc. Proven history of fostering an open avenue to meet team, individual and management objectives. Results-focused Corporate Litigation Service professional with strength in most software. Proactive leader with strengths in communication and collaboration. Proficient in leveraging team expectations and team knowledge to promote Company Excellence. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.

Skills

Software/Databases: MS Word, Oracle, MS Excel, Siebel, PowerPoint, Lotus Notes, Outlook, Adobe Reader, Fidelity and Salesforce Building Customer Trust and Loyalty Needs Assessment Responding to Difficult Customers Multitasking and Prioritization Data Entry 38 wpm Typing Speed Customer Account Management POS Systems and Ordering Platforms Customer Data Confidentiality Upbeat and Positive Personality Transaction Processing Efficient and Detail-Oriented Calm and Professional Under Pressure Up-selling Products and Services De-escalation Techniques Data Entry and Maintenance Understanding Customer Needs Courteous with Strong Service Mindset CRM Software Customer Service Verbal and Written Communication Customer Retention Strategies Call Documentation Creative Problem Solving Product Knowledge Inbound Calls Payment Plan Setup Payment Processing Customer Assistance Company Policies Customer Database Documentation Remote Office Availability Product Recommendations Computer Proficiency Microsoft Exchange Database Management Regulatory Compliance Patient and Empathetic Oracle Enterprise One Merchandise Orders and Exchanges Policies and Procedures Adherence Relationship Building Promoting Brand and Company Identity MS Office Computer Skills Process Improvement Microsoft Office Suite Multi-Line Phone Systems Work Prioritization Cultural Awareness and Sensitivity Time Management Strong Analytical and Problem Solving Skills Microsoft Office Complex Product Knowledge Inbound and Outbound Calling Document and Records Management Team-Oriented and Cooperative Salesforce CRM Teamwork and Collaboration Call Volume and Quality Metrics Excellent Attention to Detail Establishing and Maintaining Customer Relationships 2

Experience

Sep 2020 - Sep 2022

Company: Home Depot

Job Title: Customer Service/Sales Virtual Agent

City/State: Atlanta GA

Duties: Assist incoming calls from in-store reps requesting a review and/or adjust changes to a customer flooring.

Requires extreme attention to detail. Measured, marked and cut carpeting to size via software. Read plans, instructions or specifications to determine work activities. Prioritized tasks for each job after reading project blueprints and documents. Dates: June 2016 - October 2018

Company: JCP.COM

Job Title Call: Center Team Lead

City/State: Milwaukee, WI

Call Center for online and catalog sales and purchase Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services. Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees. Director of 12 associates handling incoming calls. Supported sales team members to drive growth and development. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Dates: December 2012 - December 2013

Company: Robert Half Staffing/ Wells Fargo

Job Title: Payment Processor (Temp Contracted)

Location: Milwaukee, WI

Duties: Answered customer invoice questions and resolve issues discovered during invoicing and collection process. Also send invoices, adjustments and credit memos to customers. Performed data import, scanning or manual keying processes to verify invoice accuracy.

Dates: October 2007 - May 2008

3

Company: AT&T (RI Temp Contract)

Job Title: Office Vendor

Location: Milwaukee WI

Duties: Supported customers with online billing, access and account issues. Maintained records, logs and lifecycle documentation of work requests. Devised incisive workarounds and resolutions for IT-related problems. Identified opportunities to upsell technical products and services, boosting revenues to existing accounts. Maintained records of data communication transactions, problems and remedial actions or installation activities.

Dates: April 2002 - August 2007

Company name: Washington Mutual Home Loans Dept.

Job Title: Home Loan Servicing Loss Mitigations Specialist Location: Milwaukee, WI

Duties: Delivered prompt, knowledgeable solutions to address customers' loan service issues. Handled routine and complex inquiries from customers, title companies and vendors each day. Processed payoffs, releases and curtailments for Loss Mitigation loans. Audited files regularly to detect and correct paperwork and processing errors. Examined and verified information in loan application and closing documents. Worked with third-party vendors to address and clear loan closing requirements. Reviewed customer accounts to determine on-time payments and loan terms compliance. Scanned and uploaded loan and related documents into the system. Filed and maintained loan records. Ordered property insurance or mortgage insurance policies to protect against loss on mortgaged property. Prepared and typed loan applications, closing documents or legal documents using computers. Answered questions and advised customers regarding loans and transactions. Reviewed and corrected errors on interest, principal and closing costs. Assembled and compiled documents for loan closings. Dates: April 1999 – January 2004

Company Name: METAVANTE' CORP

Job Title: Active Account Specialist

Location: Milwaukee, WI

Duties: Spreadsheet organization for corporate files and applications. Established accounts for new customers and updated existing accounts with current demographic 4

and order information. Used networking, customer service and interpersonal skills to connect with potential customers and make sales. Reviewed financial status and evaluated discrepancies by assessing account information and activities. Prepared scripts, reviewed proofs and edited layouts to oversee production of advertisement. Education

• [School Name], [City], [State]

• [You might want to include your GPA here and a brief summary of relevant coursework, awards, and honors.]

Communication

[You delivered that big presentation to rave reviews. Don’t be shy about it now! This is the place to show how well you work and play with others.]

Leadership

[Are you president of your fraternity, head of the condo board, or a team lead for your favorite charity? You’re a natural leader—tell it like it is!]

References

[Available upon request.]

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