LLLatoya Lawrence
@latoyalawrence
Seasoned Customer Resolution Supervisor with expertise in customer care.
United StatesWhat I'm looking for
With 17 years of experience in customer service, I have honed my skills as a Customer Resolution Supervisor, adept at managing complex inquiries and ensuring high levels of customer satisfaction. My journey has taken me through various roles, including credit analysis and technical support, where I have consistently demonstrated my ability to lead teams and optimize service quality.
At American Express, I currently oversee customer inquiries and complaints, ensuring resolutions align with company policies. I take pride in leading the onboarding of new customer service agents, facilitating comprehensive training programs that enhance service delivery. My previous experience as a Credit Analyst has equipped me with the analytical skills necessary to make informed decisions, while my role as a Solutions Specialist at Verizon Wireless allowed me to tackle intricate technical issues, further solidifying my problem-solving abilities.
Experience
Work history, roles, and key accomplishments
Customer Resolution Supervisor
American Express
May 2022 - Present (3 years)
Manage customer inquiries and complaints, ensuring resolution in alignment with company policies and customer satisfaction standards. Lead the onboarding of new customer service agents and oversee staff performance to maintain high service standards.
Credit Analyst
American Express
May 2020 - Apr 2022 (1 year 11 months)
Conducted thorough credit analyses and risk assessments to manage a portfolio of high-net-worth client accounts, ensuring adherence to financial policies. Provided expert consultation regarding payment issues.
Platinum Customer Care Professional
American Express
Sep 2019 - Apr 2020 (7 months)
Responded to membership account inquiries while maintaining confidentiality. Focused on achieving quality outcomes with an emphasis on customer satisfaction and operational effectiveness.
Solutions Specialist
Verizon Wireless
Jan 2007 - May 2019 (12 years 4 months)
Managed a team to resolve intricate technical and software issues, ensuring customer satisfaction. Conducted research to diagnose client concerns and assisted with billing inquiries.
Education
Degrees, certifications, and relevant coursework
Edison Technical and Occupational Center
Business Finance and Entrepreneurship
2005 -
Studied Business Finance and Entrepreneurship, focusing on the principles of financial management and the fundamentals of starting and managing a business.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
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