Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Lattora Akins

South Holland

Summary

Dynamic professional with extensive experience at BMO, excelling in team collaboration and problem-solving. Recognized for enhancing customer satisfaction and streamlining processes. Adept at training staff and implementing improvements, leveraging strong time management skills and attention to detail to drive operational success. Committed to delivering exceptional service and fostering positive relationships.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Sr. Setup Analyst

BMO
Chicago
06.2022 - Current
  • Maintain a positive working relationship with fellow staff and management.
  • Identify opportunities for process improvements for the closure team.
  • Complete day-to-day duties accurately and efficiently.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Train new staff in relevant processes and procedures.
  • Close multiple accounts daily, process internal transfers, open requests to de-implement services tied to closing accounts, and process cashier checks as needed.
  • Assist with escalations and be listed as backup when my team lead is out of the office.
  • Provide attention to detail to avoid errors in transactions.

Client Service Advisor

BMO Harris Bank
Chicago
03.2020 - Current
  • Ask questions to clarify requests/concerns and take necessary actions to respond in a timely manner or escalate client requests to the appropriate parties within the organization
  • Respond to client requests through inbound calls and email
  • Demonstrating an in-depth understanding of product and service, by providing needed information or directing clients to the appropriate source
  • Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness
  • Collaborates with internal and external stakeholders in order to deliver on business objectives
  • Works mostly independently
  • Assist with training new employees

Service Representative III T&O

BMO Harris Bank
Chicago
10.2016 - 03.2020
  • Process and/or fulfill transactions, perform/reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis
  • Communicate with internal business partners and external customers to respond to standard and occasionally non-standard and/or non-routine inquiries according to guidelines
  • Assist administrators with all trust documents needed for clients
  • Verify all trust documents to make sure up to date with correct information
  • Process daily wires to client
  • Deliver legal files to authorized departments
  • Process monthly maturity report for saving bonds

Patient Access Partner II

Loyola University Medical Center
Maywood
03.2015 - 10.2016
  • Took inbound calls to provide assistance to patients, as well as a team lead for a team of 10 representatives
  • Also, assist nurses and physicians requesting referrals and appointments for patients
  • Assisted new employees with training in Women’s Health, Urology, Rheumatology, Infectious Disease Endocrinology and Primary Care
  • Epic registration and appointment scheduling, Cadence appointment scheduling, NDAS verification for Medicaid and managed care plans
  • Utilized scheduling software to perform a variety of actions including scheduling, canceling or rescheduling appointments
  • Pre-registered patients for appointments and tests, verifies and updates patient demographic and insurance information

Data verification clerk-intermediate (Contract Position)

BMO Harris Bank
Chicago
09.2014 - 02.2015
  • Verified client information and help with any errors
  • Assisted executives with filing, creating reports, scheduling appointments and ordering supplies
  • Maintained detailed profiles and current signature cards for each client
  • Kept management abreast of all existing or potential service problems
  • Verified documents, create excel spreadsheet and proof read all files created by three different employees daily

Enrollment Specialist (Contract Position)

Maximus
Chicago
01.2014 - 09.2014
  • Assisted individuals, families, and small businesses to get health coverage in the health insurance marketplace for the Affordable Care Act
  • Provided information to help people understand the coverage they are getting
  • Assisted consumers with application for Medicaid and managed care plans through the health care exchange market
  • Provided accurate information to consumers regarding each insurance plan that is available
  • Informed consumers of eligibility results and assist with selecting plan

Customer Service Representative

Comcast
Tinley Park
10.2012 - 01.2014
  • Discussed products offered to consumers and ensured great customer satisfaction
  • Handled incoming calls or inquiries from prospective customers or clients
  • Provided customer additional information or explains services
  • Ability to tactfully handle stressful and difficult situations
  • Provided customer additional information or explains services

Substitute Teacher Assistant

Echo Joint Agreement
South Holland
09.2011 - 04.2012
  • Assisted classroom teacher with clerical duties
  • Worked extensively with special education students with learning material
  • Assisted classroom teacher with curriculum for the day
  • Worked one on one with behavioral students

Customer Service Representative

U.S. Cellular
Bolingbrook
04.2008 - 06.2011
  • Responded to inbound customer calls in a professional manner and addressing customer issues
  • Maintained a courteous and pleasant demeanor while speaking with external and internal customers
  • Researched and resolved a wide variety of customer questions/issues
  • Sold products and services and ability to multitask in a face past environment
  • Researched billing issues and misapplied payments

Paraprofessional

Echo Joint Agreement
South Holland
02.2005 - 04.2008
  • Assisted Pre-k and kinder-garden with Autism daily on assignment and routine programs
  • Provided instructional and clerical support for classroom teacher
  • Worked extensively with special education students
  • Provided personal attention to deaf and hard of hearing students
  • Taught student’s visual phonics using American Sign Language
  • Worked extensively with behavioral students
  • Assisted Students with Reading and Math skills

Education

Bachelor of Business Administration Degree - Concentration in Management

Robert Morris University
Chicago, IL
06.2008

Associates Degree - Computer Networking Specialist

Robert Morris University
Chicago, IL
12.2004

Skills

  • Team collaboration
  • Problem solving
  • Time management
  • Ability to delegate
  • Emotional intelligence
  • Working effectively with others
  • Identifying issues or challenges

Certification

Certification as a Paraprofessional, ISBE

Affiliations

  • Ranked exceptional for 2024 in current position.
  • Recognized by management for providing exceptional customer service.

Timeline

Sr. Setup Analyst

BMO
06.2022 - Current

Client Service Advisor

BMO Harris Bank
03.2020 - Current

Service Representative III T&O

BMO Harris Bank
10.2016 - 03.2020

Patient Access Partner II

Loyola University Medical Center
03.2015 - 10.2016

Data verification clerk-intermediate (Contract Position)

BMO Harris Bank
09.2014 - 02.2015

Enrollment Specialist (Contract Position)

Maximus
01.2014 - 09.2014

Customer Service Representative

Comcast
10.2012 - 01.2014

Substitute Teacher Assistant

Echo Joint Agreement
09.2011 - 04.2012

Customer Service Representative

U.S. Cellular
04.2008 - 06.2011

Paraprofessional

Echo Joint Agreement
02.2005 - 04.2008

Bachelor of Business Administration Degree - Concentration in Management

Robert Morris University

Associates Degree - Computer Networking Specialist

Robert Morris University

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Lattora Akins