Latoya Polk

1415 Sax Leigh Dr

Dallas, TX 75241

(214)930-4443

latoyapolk@live.com

 

Objective: Seeking the position of a Outbound/ Inbound Call Center wherein my experience and abilities will contribute to the tremendous growth of the organization.

 

Skills:

Account Acquisition & Retention   Cold Calling & Telephone Sales   Territory Management & Customer Support

Powerful Presentations   Business-to-Business & Business-to-Consumer Sales   Lead Qualification & Generation

 

Experience:
 

Yellow Cab (Irving Holdings)                                          February/2011- March/2013

Call Taker / Dispatcher

 

·          Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs, using radios or telephones.

·          Arrange for necessary repairs in order to restore service and schedules.

·          Relay work orders, messages, and information to or from work crews, supervisors, and field inspectors using telephones or two-way radios.

·          Confer with customers or supervising personnel in order to address questions, problems, and requests for service or equipment

·          Prepare daily work and run schedules.

·          Receive or prepare work orders.

 

Northwest MG Call Center                                        Mesquite, TX        08/2002-01/2011

 

Fannie Mae/ Freddie Mac Account      04/2006-01/2011

Loan Processor/ Closer

 

Managed all facets of residential conforming and sub-prime loan processing, second mortgages, FHA and new construction loan packages. Open communications with all related closing stakeholders to effectively plan and complete loan application process. Ordered titles, appraisals and other relevant information and reviewed documents to ensure closing requirements. Ensured accuracy and completeness of closing documents that included closing packages, settlement statements and balancing and disbursing funds for settlement. Managed all post-closing documents to ensure accuracy of records availability. Provided clearing conditions for underwriting to ensure loans were approved accurately. Experienced in working with Genesis, Point, Contour, PMI, DU & LP
 

Comcast/ Time Warner Campaign          08/2002-04/2006

Dispatcher II/ Technical Support II

·          Handles and resolves escalated customer issues in a timely manner.
Provides ongoing feedback relative to the existing M&Ps, inclusive of
recommendations for process improvement.

·          Processes escalated tickets from frontline and leaders in the Care
organization and acts as liaison to downstream fix agents.

·          Responsible for updating, resolving, and closing customer reported
tickets received via the escalation ticketing system that require Field,
Plant or XOC response and/or resolution.

·          Assesses assigns or resolves pending work orders to facilitate
expedited customer resolution based on guidelines.

·          Addresses work tickets based on priority and resolves or advances the
issue within stated guidelines.

·          Uses trouble ticketing system to accurately document customer issues,
customer interactions, fix agent results and resolution. Records
resolutions utilizing appropriate codes within the system.

·          Performs advanced troubleshooting steps inclusive of utilizing tools
such as Grand Slam, TTS LOQs, etc in an attempt to resolve customer
issues without a truck roll or other fix agent assignment. Resolves
customer issues through troubleshooting procedures and documents and
closes out billing system order and escalation ticket.


 

 

Education:

Dallas Can Academy                                    Dallas, TX
Obtain an High School Diploma

 

El Centro College                                   Dallas, TX

Obtain a Business Administration Technology

 

Skills:

Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3 ,
Microsoft Excel, WordPerfect, Microsoft Word, CT Data Track, Windows 98-XP,
Macintosh , MS Office, AS 400LS, CRM, WTP, FNMA/FHLMC, PowerPoint, Access, Publisher, Outlook, HTML, website
development, SAP (ordering system) call center systems, 45wpm, etc..
Proven negotiation skills; ability to persuade others and to positively impact
and influence the actions of others. Experience negotiating repayment plans and
creating good will with customers.

Experience at working quickly and productively in a dynamic, fast-paced, and
rapidly changing environment. Ability to prioritize work and "triage" tasks to
maximize work efforts and recovery results.
A team player, acknowledged as "Total Quality Customer Service Professional."

 

 

References: Available upon request