Customer Service Analyst with 21+ Years Experience

LaToya Howard

**** **** ***** ***** *******, Arizona 602-***-**** *************@*****.***

CUSTOMER SERVICE PROFESSIONAL

Proactive and detail-oriented Customer Service Analyst with over 21 years of experience in customer service. Adept at resolving escalations, identifying customer needs, and guiding individuals to appropriate solutions. Proven ability to exceed KPIs, collaborate with multidisciplinary teams, and maintain a customer-first mindset in fast-paced environments. Strong communicator with expertise in benefit education, claims resolution, and digital support platforms.

SKILLS

Customer Engagement & Advocacy Benefit & Claims Navigation Escalation Management Analytical Problem-Solving Digital Chat & Communication Tools Cross-Functional Collaboration Time Management & Prioritization

PROFESSIONAL EXPERIENCE

Amazon Flex, Phoenix, AZ June 2025- Present

Delivery Driver

•Provided exceptional customer service to amazon customers, while delivering packages large and small across the valley of Arizona.

•Resolved all case management issues whenever a package was not delivered with care, on time, to the right address or with a friendly attitude.

•Exceeded customer service targets by consistently achieving a good or exceptional satisfaction rate from reviews of amazon customers.

NTI, Phoenix, AZ March 2015 – April 2024

Call Center Agent

•Provided exceptional service to healthcare customers, assisting with benefits inquiries, claims resolution, and digital navigation of health service platforms.

•Acted as a liaison between customers and providers, health plans, and internal teams to resolve escalations and ensure satisfaction.

•Conducted follow-ups on outstanding requests, ensuring accurate and timely issue resolution.

•Exceeded customer service targets by consistently achieving a 95% or better satisfaction rate.

General Electric, Phoenix, AZ January 2010 – February 2015

Electric Customer Service Specialist

•Addressed customer escalations related to claims, coverage, and billing concerns, delivering tailored solutions.

•Collaborated with internal departments to streamline resolution processes, ensuring consistent accuracy and efficiency.

•Enhanced customer experience by implementing personalized support techniques based on specific needs.

Edward Jones, Tempe, AZ September 2006 – May 2010

Operations Specialist II

• Resolved escalated issues involving mutual fund accounts and provided exceptional customer service.

• Delivered detailed responses to financial inquiries while ensuring a positive experience for customers.

Alltel, Tempe, AZ May 2003 – May 2006

Financial Collections Representative

• Reconciled payment discrepancies and processed payment arrangements for past-due accounts.

• Consistently achieved or exceeded monthly collection goals while maintaining a customer-centric approach.

Education

Phoenix College – Phoenix, AZ Associate of General Studies

Arizona State University – Bachelor in 2028 in Progress

Accomplishments

•Spearheaded training initiatives for new team members to improve onboarding processes.

•Developed workflows that increased efficiency in resolving escalated customer cases by 20%.

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