Latoya Whitaker
Fayetteville
Summary
Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for a collaborative approach and unwavering commitment to excellence. Demonstrated success in driving team performance and fostering a positive work environment. Adept at leveraging strong communication skills to build relationships and effectively communicate with stakeholders at all levels. Proven ability to adapt to changing priorities and deliver results in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Legal Administrative Specialist
Department of Veteran Affairs
09.2023 - Current
- Assisted individuals in providing necessary documents and evidence while resolving issues related to obtaining benefits.
- Facilitates evaluation of circumstances impacting selection among various compensation, pension benefits, and services.
- Assisted with obtaining and completing required documents for timely claim or appeal processing.
- Interpret VBA rating decisions and offer comprehensive explanations using in-depth knowledge of VA benefits and services.
- Handles claim and appeal tasks involving status updates with mandatory scripts.
- Deescalates interactions by addressing customer needs before referral to a supervisor.
Sales Manager
AT&T
10.2014 - 09.2023
- Coached employees on best practices for upselling additional products or services during customer interactions.
- Leveraged call center analytics to identify trends and areas of opportunity, continuously refining sales strategies to capitalize on these insights.
- Increased team productivity by streamlining call center operations and optimizing staff scheduling.
- Built rapport with customers through active listening skills which led to successful resolution of disputes and increased customer satisfaction.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Implemented systems and procedures to increase sales.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Operations Manager
AT&T
06.2010 - 10.2014
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Customer Assistant
AT&T
06.2009 - 06.2010
- Communicated effectively with customers to address inquiries about products, services, or store policies.
- Improved customer satisfaction by addressing and resolving complaints promptly and professionally.
- Handled cash transactions accurately while adhering to company security protocols.
- Collaborated with colleagues to ensure seamless customer service during high-traffic periods.
Education
Bachelor Of Science - Banking And Finance
Fayetteville State University
Fayetteville, NCMaster Of Business Administration -
University of Phoenix
Tempe, AZ06.2023
Skills
- Office administration
- Document review
- Teamwork and collaboration
- Customer relations
- Quality control
- Call center operations
- Team management
- Organizational management
Timeline
Legal Administrative Specialist
Department of Veteran Affairs
09.2023 - Current
Sales Manager
AT&T
10.2014 - 09.2023
Operations Manager
AT&T
06.2010 - 10.2014
Customer Assistant
AT&T
06.2009 - 06.2010
Bachelor Of Science - Banking And Finance
Fayetteville State University
Master Of Business Administration -
University of Phoenix
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