Summary
Overview
Work History
Education
Skills
Timeline
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LaToya Parker

Decatur

Summary

Motivated individual with business acumen and willingness to take on challenging roles. A dynamic operations support analyst with a proven track record at Verizon Wireless, excelling in data analysis and employee training. Enhanced customer experience through strategic promotion tracking and critical problem-solving, achieving high performance metrics, and fostering team collaboration. Recognized for driving significant improvements in service delivery and customer satisfaction.

Overview

11
11
years of professional experience

Work History

Analyst-Operations Support

Verizon Wireless
Alpharetta
05.2022 - Current
  • Collaborated with Business Analysts and cross-functional teams to identify and implement enhancements to business systems and tools, significantly improving the customer experience.
  • Accurately reviewed, calculated, and applied other charges & credits (OCCs) for equipment offers, sales, and customer issue resolution, ensuring financial accuracy and customer satisfaction.
  • Served as a key liaison between the Verizon Business Group (VBG), internal operations, and VBG customers, expertly handling escalations, complex research requests, and providing essential front-line support.
  • Conducted targeted training classes for peers on promotion fallout corrections, successfully training approximately 80% of the Business Financial Operations (BFO) team in trailing credit (RESCH) processes.
  • Performed bi-weekly Customer Experience Review (CER) audits to pinpoint areas for employee training and guidance, contributing to a higher standard of service delivery.

Customer Service Support Team (CSST)

Verizon Wireless
Alpharetta
10.2021 - 05.2022
  • Managed and resolved a high volume of promotion fallout requests, addressing and resolving customer correspondence ranging from simple inquiries to complex escalations.
  • Streamlined promotion tracking and correction processes by proficiently utilizing Google Docs and spreadsheets, ensuring accuracy and efficient record-keeping.
  • Processed promotion fallout tickets within the Work Force Management (WFM) tool, meticulously documenting approvals, denials, and corrections to maintain comprehensive records.
  • Leveraged internal tools and OSTs to conduct thorough promotion reviews, ensuring accurate and timely processing of WFM, VBM, and SPC tickets.
  • Provided real-time support to SPC teams via live chat, effectively reviewing accounts and accurately correcting, adding, or denying promotions.
  • Selected as an integral member of the #1 CSST (Customer Service Support Team), recognized for consistent high performance, perfect audit scores, and dedicated advocacy for the organization.

Senior Representative

Verizon Wireless
Alpharetta
10.2016 - 10.2021
  • Exceeded sales targets by proactively identifying customer needs and successfully upgrading customers to new Verizon Wireless products and services, resulting in revenue growth.
  • Successfully resolved complex technical and billing issues for customers daily, consistently exceeding resolution time benchmarks and enhancing customer trust.
  • Reduced average handle time through skilled questioning and advanced troubleshooting techniques, leading to faster resolution of device and service complaints.
  • Consistently maintained up-to-date knowledge of Verizon Wireless products, services, and policies to deliver precise information and effective resolutions.
  • Developed and delivered targeted training sessions on disconnect call strategies, leading to a measurable reduction in customer churn.

Customer Support Coordinator Pro

Verizon Wireless
Alpharetta
04.2017 - 04.2019
  • Led peer-to-peer coaching and training initiatives, significantly improving team statistics in revenue generation, customer loyalty, and retention.
  • Provided real-time feedback to representatives, enhancing first-call resolution rates and fostering exceptional customer experiences.
  • Acted as a subject matter expert in de-escalation techniques, consistently resolving complex customer issues.
  • Managed the overflow of escalated calls, providing final resolution and restoring customer confidence.
  • Drove positive change by empowering team members to improve adherence and conformance metrics, while strategically monitoring shrinkage.
  • Provided comprehensive floor support during management absences for an organization of over 100 employees.
  • Consistently met and exceeded deadlines through expert prioritization and multitasking.
  • Offered real-time chat support to teammates, providing guidance on positioning, credit approvals, save/loyalty offers, and general inquiries.

Customer Advocate

Verizon Wireless
Alpharetta
04.2015 - 10.2016
  • Drove high sales percentages through a consultative and value-focused customer service approach, consistently exceeding targets.
  • Boosted customer retention rates by extending customer contracts and strategically offering discounts and promotions.
  • Maximized customer satisfaction and product fit by advising clients on tailored solutions that met their individual needs.
  • Cultivated and maintained strong, collaborative relationships with peers and upper management, fostering a positive and productive work environment.

Customer Service Specialist

Verizon Wireless
Alpharetta
09.2014 - 04.2015
  • Reviewed customer accounts, applied changes, and educated customers on products and services. Billing explanation, reconciliation, and negotiation of adjustments.
  • Adhere to attendance guidelines to ensure successful contribution to the team's goal and performance.
  • Maintained leading status by achieving targeted key performance metrics set by the call center.
  • Consulted with customers with issues to determine the best methods to resolve service issues in a professional and courteous manner.

Education

Associate of Arts - Business Administration And Management

American InterContinental University
Schaumburg, IL
05-2006

High School Diploma -

Woodruff High School
Peoria, IL
05-1996

Skills

  • Data analysis
  • Customer experience
  • Promotion tracking
  • Workforce management
  • Employee training
  • Team collaboration
  • Analytical problem solving
  • Critical thinking

Timeline

Analyst-Operations Support

Verizon Wireless
05.2022 - Current

Customer Service Support Team (CSST)

Verizon Wireless
10.2021 - 05.2022

Customer Support Coordinator Pro

Verizon Wireless
04.2017 - 04.2019

Senior Representative

Verizon Wireless
10.2016 - 10.2021

Customer Advocate

Verizon Wireless
04.2015 - 10.2016

Customer Service Specialist

Verizon Wireless
09.2014 - 04.2015

Associate of Arts - Business Administration And Management

American InterContinental University

High School Diploma -

Woodruff High School

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