Call Center Data Entry
Resume:
La Tisha Washington
Las Vegas, NV *****
*******.***********@*****.***
Hardworking, Knowledgeable and a Self starting supervisor who has a background in training and development.
Authorized to work in the US for any employer
Work Experience
Creditor Escalation Supervisor (Legal Dept)
National Debt Relief - Las Vegas, NV
November 2021 to Present
Assist agents with escalated calls, correspond with lawyers, paralegal and court clerks regarding legal matters, educate clients on being pursued legally
Creditor Escalation Agent
National Debt Relief - Henderson, NV
May 2021 to November 2021
Assist clients who has been pursued legally regarding accounts enrolled in the program. Provide knowledge, comfort and feedback on what can be expected during the process. Perform legal intake with the clients to better assist the negotiations and lawyers. Assist leaders in boosting the morale of the team. Present and discuss settlement offers with clients. Perform deposit changes to accounts. Document each clients' account with clarity.
Client Success Representative
National Debt Relief - Henderson, NV
October 2019 to May 2021
Providing knowledge on how the program works and showing commitment in every interaction with the client by listening with compassion and letting the client know we are here to help them gain financial freedom
Present settlement offers to clients
Schedule and reschedule deposits at the clients' request Document each clients' account with clarity
Assist TL with team support
Motivate the team with setting daily goals and praise when we reach or succeed them Provide feedback in team huddles and offer assistance and knowledge where needed Send out daily motivational quotes on the importance of teamwork Received bonus for December 2019 and January 2020 for Top 25% SIF's performers as a team Team Leader
Knoah Solutions - Henderson, NV
May 2019 to October 2019
Coach, Train and Mentor a team of 15. Facilitate recursive training, Interview potential candidates for employment, Facilitate new hire classes, Conduct disciplinary coaching, Submit payroll weekly, assist OM with weekly reports.
Interview possible candidates for employment and promotions. Perform team building activities.
SME (Subject Matter Expert)
Knoah Solutions - Henderson, NV
October 2018 to May 2019
Assist leaders with weekly coaching for low performing agents, Assist in recursive training classes, assist leaders with attendance tracking, assist leaders with floor support. I received 2 Employee of the month awards in February and June of 2019. Sales Representative
Knoah Solutions - Henderson, NV
August 2018 to October 2018
Assist customers with creating warranty claims and ensure their coverage fits the customer needs. Review and educate customers on additional products we provide that may address their everyday concerns of appliances, utility lines and systems that are in need of repairs. Quality Assurance Specialist
Knoah Solutions - Henderson, NV
April 2018 to August 2018
I listen, observe and correct agents who set up new and existing warranty plans for consumers. I also do dispatching for agents as well as technicians. I have had the pleasure of being point of contact for agents in the leader role. I perform floor support when needed. Manager on Duty / Area Supervisor
dd's DISCOUNTS - Las Vegas, NV
June 2017 to April 2018
Open and close department store. Assign daily tasks assignments to associates. Perform daily meetings, Interview possible candidates for employment and promotions. Cash pulls, Safe count, Create and distribute correctives to associates, coach mentor and develop department heads and new hires. Cash handling.
Assist associates with unloading weekly shipments of merchandise. Received Manager of the quarter award.
Emergency Road Service Dispatcher/Quality Assurance Specialist Quest Software, Inc - Henderson, NV
November 2016 to June 2017
Assist motor club members with emergency road side requests. Process payments of insurance premiums and any overages a member has accrued while in an emergency situation. Dispatch service providers to assist motorist to safety. Assist team members on difficult or escalated calls. Review written and verbal correspondences with team members and motors and service providers. Set up and review accident claims.
Customer Service Specialist II
Humana - Henderson, NV
June 2015 to November 2016
Assist current members with concerns regarding their health plan and medication plans. Process refill medication requests with members and pharmacists. Coach, mentor and train new hires on quality assurance, HIPAA guidelines. Review recorded calls of team members and issue correctives when warranted. Assist management with scheduling team members for special projects. Process monthly billing statements payments via internet and phone. Assist with facilitating team meetings and leadership groups. Process member request for benefit information. Advocate on behalf of members when in short/ long term hospice care.
Bus Operator/ Customer Service Specialist
Metro - Los Angeles, CA
July 2003 to May 2014
Greet and assist customers in directions, sales and overall information of company policies and routing. Make and receive calls to follow up on customer questions, complaints and concerns in a call center setting. Implemented a ride share programs between charter schools and parents. Perform daily pre- trip inspection of assigned bus. Report and potentially dangerous or hazardous conditions of the bus or roads. Transport customers to their destinations safely and on time. Briefly answer the questions of the customers. Sell bus, day passes and inter-agency transfers. Cash handling. Follow the map of the route without deviation.
Customer Service Specialist /Quality Control Specialist Smart & Final - Los Angeles, CA
July 2002 to September 2003
Greeted customers, Answer incoming calls on phone orders in a call center setting, Cash Handling, Assist in team member work scheduling according to the needs of the store. Keep accurate accounting of the merchandise in and out the store. Account for incoming and outgoing merchandise and phone orders. Eliminated outdated records by sending the records to be scanned. Compiled statistical information for special reports. weekly Inventory control and accountability tasks. Dealership Collections Manager
Ugly Duckling Car Sales - Van Nuys, CA
September 1998 to April 2002
Successfully managed the activities of 30 team members in multiple call center locations. Receive inbound calls on payments, questions and concerns. Created training manuals targeted at resolving even the most difficult customer issues. Monitored the daily activities of multiple customer support teams. Developed, implemented and monitored programs to maximize customer satisfaction. Created training manuals targeted at resolving even the most difficult customer issues. Open & Close establishment.
Education
Certification in Chemical Addiction
CAARR Institute - Los Angeles, CA
2006 to 2008
High school diploma in General Studies
Thomas Riley High School - Los Angeles, CA
September 1989 to September 1991
Skills
• Account Management (10+ years)
• CRM Software (2 years)
• Salesforce (5 years)
• Employee Orientation (5 years)
• Team Management (10+ years)
• Recruiting (2 years)
• Event Planning (5 years)
• HIPAA (3 years)
• Legal Research (3 years)
• Office Management (5 years)
• Management (10+ years)
• Interviewing
• Sales
Certifications and Licenses
Driver's License
Additional Information
Skills
Customer Relations, Quality Assurance, Excel, Account Management, Billing, Data Entry, Event Planning, Inventory Management, QA, Information Assurance
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