Customer Service Call Center

**** *. ******** ***** **. Apt *** 702-***-****

*********.*****@*****.***

Las Vegas, Nevada 89120

LaToya Banks

Objective: Seeking a challenging position with a successful company where my extensive experience, education, background, skills and abilities will be used effectively. Seeking a company where I will be rewarded based on my personal contribution to the success of the company.

Education:

Aug. 2009-Feb.2013 American Intercontinental University Las Vegas, NV

Bachelors of Science Degree in Business Administration and Management w/ Concentration on Criminal Justice

Sept.1999-June 2002 San Bernardino Valley College San Bernardino, CA

Associates Degree in Communications

Early Childhood Education (24 ECE Units)

Professional Experience:

May 2022-Feb. 2024 Willis Towers and Watson

Licensed Patient Coordinator

Find ways to inspire and reward patients effectively by delivering valuable benefits, create an engaging customer experience and move to provide the most beneficial insurance plan that’s best sustainable for their individual circumstance and success.

July 2014-May 2022 ResortCom International Las Vegas, NV

Call Center Operations Manager

Responsible for creating a positive work environment which maximizes individual and team performance

Monitor departmental goals and performance on a weekly, monthly, quarterly and annual basis

Lead and develop people by providing a positive work environment through consistently promoting accountability and recognizing superior results

Act as a liaison between the Client Services, Training, Quality Assurance and related departments to develop comprehensive action plans to ensure superior customer service and all areas of opportunities are met

Manage and report on performance indicators and metrics and meet or exceed all assigned contractual SLAs and KPIs

Monitor the key performance indicators of the customer’s impact, performance and take corrective action when required

Provide guidance to supervisory staff related to employee relations and disciplinary actions

Hire, coach, and provide training to agents to maintain high customer service standards

Write and conduct performance evaluations, make employment decisions, establish performance goals and targets for assigned call center agents

Manage Team Leaders/Supervisors to ensure productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner

July 2013-July 2014 ResortCom International Las Vegas, NV

Call Center Supervisor

Manage, coach, and develop call center agents and Team Leads to achieve call center targets and goals

Ensure that quality, performance, and Customer Satisfaction is attained in each department for all clients

Maintain consistent, positive, and effective communication with direct reports, teams, peers, and senior leadership

Assess individual and team performance goals, objectives, and performance management tools

Assist agents with difficult or escalated calls which require additional support

Monitor queues and track inbound calls while making sure agents are aware of inbound calls, calls waiting, abandonment rate, etc.

Coach, motivate and encourage agents to deliver excellent customer service through positive communication and consistent feedback

Monitor Key Performance Indicators of the customer’s impact and performance; provide corrective action when necessary

Write and conduct Performance Evaluations, make employment decisions, establish performance goals and targets for assigned call center agents

July 2012-July 2013 ResortCom International Las Vegas, NV

Member Services Team Lead

Coach agents on performance to ensure proper development of job responsibilities

Maintain consistent, positive, and effective communications with direct reports, teams, peers, and senior leadership

Provide daily direction and communication to call center agents to ensure all calls are answered in a timely, efficient, and knowledgeable manner

Provide corrective actions and communicate effectively with employees on Performance Improvement Plans; make effective and appropriate decisions according to situation as required

Coach, motivate, and encourage agents to deliver excellent customer service through positive communication and consistent feedback

Ensure that members are happy and satisfied at all times by providing prompt responses and solutions to their requests at all times

Ensure agents are on the phones and ready to take calls to maintain service levels

Aug.2011-April 2012 TMX Finance Las Vegas, NV

Store Manager

Increase store profitability through customer relationship development, community involvement, and marketing

Manage customer accounts and ensure that payments are made in a timely manner

Drive sales and customer retention by performing customer transactions with the highest level of integrity and maintaining customer files in accordance with company policies and procedures

Determine loan values based off a comprehensive vehicle appraisal

Effectively mentor and assist w/ employee training, development, and retention

June 2009-Sept.2011 Credit Acceptance Corporation Las Vegas, NV

Team Lead/Account Services Representative

Answer and respond effectively to customer inquires

Maintain solid customer relationships by handling their questions and concerns with speedy professionalism

Professionally handle incoming requests from customers and representatives; ensure that issues are resolved both promptly and accurately

Maintain a balance between company policies and customer’s benefit in decision making

Aug.2006-June 2009 Sitel Operating Corporation Las Vegas, NV

Customer Service Team Manager/Coach

Effectively prepare and train customer service representatives on Verizon Wireless policies and procedures

Mentor, train, and monitor the progress of customer service representatives

Monitor and coach Average Handle Time, Hold Time, After Call Work, and Quality Assurance

Promote Verizon Wireless products and quality service during each contact

Respond effectively and accurately to customer service representative’s inquiries by remaining knowledgeable of company products, services and policies

References available upon request

Contact this candidate