Latazia Erwin
Charlotte
Summary
Organized and attentive financial professional and customer service specialist with substantial experience aiming to fulfill role within dynamic team. Driven to bring value through extended knowledge of products, services and operations.
Overview
8
8
years of professional experience
Work History
Personal Banker
Wells Fargo
08.2024 - Current
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Promoted financial products by maintaining excellent service offering knowledge.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Delivered top-tier customer service, assisting with account management, claims, and online banking support.
- Achieved 100% issue resolution rate, ensuring seamless customer experiences.
- Managed financial transactions with accuracy and compliance, enhancing customer trust.
- Maintained 90% non-productive rate, optimizing workflow efficiency.
- Earned a 100% quality assurance score,, exceeding performance expectations.
Technical Support Representative
Charter Communications, Spectrum
10.2021 - 03.2024
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Offered assistance in implementing and developing training programs.
- Provided remote technical support, guiding customers through troubleshooting solutions with patience and professionalism.
- Improved customer satisfaction by delivering accurate and timely technical assistance.
- Diagnosed and resolved complex hardware, software, and network issues, enhancing the user experience.
- Increased first call resolution rates through effective problem-solving and deep product knowledge.
Preschool Teacher's Assistant
Tutor Time Learning Center
06.2020 - 11.2021
- Prepared for lessons by gathering educational materials and setting up equipment.
- Communicated with parents to inform about child's progress and classroom behavior.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Supported children's social and emotional development by encouraging understanding of others and positive self-concepts.
Manager
Sage Bar & Restaurant
10.2016 - 06.2021
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development enhancing business growth.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground to maintain a positive work environment.
Education
Bachelor of Science - Nursing
Central Piedmont Community College
Charlotte, NC03-2026
Skills
- Customer Service & Support- Account Management, Claims Processing, Online Bank Support
- Technical Troubleshooting- Remote Assistance, Problem Resolution, System Diagnostics
- Leadership & Training- Team Mentorship, Conflict Resolution, Cross Training
- Time Management & Organization- Workflow Optimization, Productivity Enhancement
- Communication & Relationship Building- Client Engagement, Stakeholder Collaboration
Timeline
Personal Banker
Wells Fargo
08.2024 - Current
Technical Support Representative
Charter Communications, Spectrum
10.2021 - 03.2024
Preschool Teacher's Assistant
Tutor Time Learning Center
06.2020 - 11.2021
Manager
Sage Bar & Restaurant
10.2016 - 06.2021
Bachelor of Science - Nursing
Central Piedmont Community College
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