LaToya Williams

*** *. ******** ***

Columbus, OH 43213

317-***-**** (cell)

ad1uhe@r.postjobfree.com

Customer Service Representative experience in call center environments for over 10 years. Proficient with Microsoft Office and website navigation, able to assist clients with accessing online accounts and completing tasks. Exceptional problem solving skills, particularly when call escalation is required. Possess strong attention to detail, accuracy and time management. Works harmoniously with internal and external clients, providing excellent customer service in an effort to maintain consistent customer retention and satisfaction.

Work Experience

Customer Service, Morgan Stanley

Columbus, OH

May 2023-October 2023

The Client Support Service professionals handle incoming phone calls regarding various service inquiries on Brokerage accounts.

Respond with a high degree of accuracy and efficiency, while consistently meeting key department performance metrics.

Functional support areas include Brokerage Cash Management products and services, Brokerage Online digital platform and general account or financial related inquiries.

Provide knowledgeable answers to questions about product, pricing and availability.

Work with internal departments to meet customer's needs.

Customer Service, Ohio Dept. of Job and Family Services,

Columbus, OH

November 2021-July 2022 (intermittent)

Communicate with claimants, employers, and fraud victims to start unemployment benefits or report fraud.

Upload and check FileNet for Personal Identifying documents. Request documents if not already received.

Opened Connect Ohio cases to notify adjudicators that Personal Identifying documents are ready for review.

Complete initial unemployment applications, Fact Finding, assist with filing benefit week, and add BPC issue if needed for regular unemployment and PUA claims.

Notate claim to advise what actions were taken, what the next steps are, and the outcome of the call.

Utilize Outlook, Microsoft Teams, Excel, Cisco and Jabber phone systems, FileNet, Connect Ohio, and the internet and intranet daily.

Collections Specialist, Discover Financial Services, New Albany, OH

January 2020-October 2021

Communicate with past due cardmembers by phone in attempts to collect the debt to bring account current via inbound and outbound calls.

Successfully authenticate cardmembers.

Enroll eligible accounts into payment programs during hardships.

Negotiate and process payments by phone and document promise-to-pays. Process late fee and interest charge adjustments.

Review statements and educate cardmembers on products and services to avoid delinquency in the future.

Card Care Specialist, Fiserv Inc, Dublin, OH

June 2019-October 2019

Communicated with debit and credit card holders by phone, inbound and outbound, reviewed transactions to confirm fraud or no fraud.

Successfully authenticated card holder according to Financial Institutions requirements.

Blocked debit and credit cards for fraud, lost, or stolen and issued new cards or instructed on how to receive new card.

Initiated disputes for fraud and non- fraud cases, issued provisional credits, and sent documentations.

Set limit adjustments, travel exemptions, and decline overrides.

Documented every interaction and billed clients with People Soft.

Activated Digital Wallet tokens.

Customer Care Representative, DSW, Columbus, OH

October 2017- April 2018

Placed orders confirming billing and shipping information to ensure the customer’s items were properly priced and shipped to correct location.

Researched and responded to customer inquiries regarding products, services and issues. Maintained high levels of customer satisfaction consistent with DSW’s core values. Demonstrated commitment to quality customer service increasing customer base and revenue.

Accurately processed adjustments due to merchandise returns, shortages, shipping errors, and promotion redemption when necessary. Efficiently maintained customer service logs of interactions.

Customer Care Agent, Alliance Data, Columbus, OH

January 2017- August 2017

Communicated with customers by phone to assist with accounts and possible options to correct any issues.

Successfully completing customer verification on each call.

Informed customers of current Promotional Plans, Change in Terms and Credit Card Agreements.

Actively listened and adhered to company policies to provide resolutions to customers to ensure customer satisfaction and retention.

Assisted with navigating through websites to make payments and access account information.

Processed payments over the phone for clients and advised of terms.

Evaluated the circumstance and used sound judgement to give financial adjustments, small balance write-offs, or appeasement in order to retain account holders and customer retention.

Collector, TSI, Dublin, OH

June 2016-November 2016

Communicate with consumers by telephone and approved written correspondence to reconcile unpaid accounts.

Noted call, providing efficient, and accurate account updates for each call made or received.

Counsel consumers with accounts in delinquent status and assist them in finding funds to meet their payment obligations. Negotiated payment plans and settlement amounts to resolve delinquent accounts.

Sr. Detail Assistant, JCPenney Corporate Office, Columbus, OH

October 2010-November 2015

Effectively utilized the company’s investigative case management system to detect potential fraudulent activity, researched cases using sound judgment to minimize risk.

Delivered reliable administrative support and customer service, improving the overall relationship with each customer.

Actively listened and documented customer complaints in Corporate database ensuring an appropriate resolution to complex customer inquiries and issues.

Assisted Customer Care Representatives, Store Associates, General Managers, Floor Supervisors, and Coaches as needed with customer issues, open cases, and concerns.

Trained new employees on the various computer systems, mentored several coworkers until they were comfortable to take customer calls on their own.

Go-to person for new hires, seasoned associates, and team coaches regarding questions and advice on how to handle irate customers/situations.

Issued appeasements to rectify customer dissatisfaction when handling difficult calls/situations. Recommended solutions to resolve customer dissatisfaction in a timely manner and followed through to ensure that the customer was ultimately satisfied.

Education

Columbus Culinary- Columbus, Ohio

Culinary Arts 2018-2019

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