Latoya Thompson
Toronto,ON
Summary
Dedicated customer service professional with over 15 years of experience supporting clients through phone, email, chat, and in-person channels. Adept at delivering high-quality service in fast-paced, public-facing environments, including federal agencies and retail. Proven ability to resolve complex inquiries, maintain data accuracy, and utilize various digital tools including Microsoft Office and CRM platforms. Known for clear communication, attention to detail, and a strong commitment to community-based service.
Overview
13
13
years of professional experience
Work History
Passport Print Support
Government Of Canada
09.2024 - 06.2025
- Delivered high-volume public service support in a federal setting, ensuring compliance with regulatory guidelines.
- Verified and processed personal information and documentation with high attention to detail.
- Collaborated with Quality Control and escalated discrepancies as needed, demonstrating sound judgment and critical thinking.
- Finalized printed documents for release, maintaining data accuracy and service standards.
- Navigated government procedures to assist citizens with complex requests and concerns.
Technical Support Advisor
Shopify
03.2022 - 05.2023
- Provided real-time technical and customer support across phone, email, and chat platforms.
- Troubleshot account and platform issues for business clients, improving user satisfaction and retention.
- Utilized data analysis tools to track support trends and advise clients on operational improvements.
- Researched policies, internal documentation, and third-party tools to guide merchants effectively.
Sales Consultant, Health & Safety Prime
Virgin Mobile/Bell
08.2019 - 02.2022
- Assisted diverse customers with product inquiries, billing concerns, and account services in a retail setting.
- Managed POS transactions, account setup, and payment reconciliations with accuracy.
- Maintained knowledge of federal health and safety programs, offering appropriate referrals and resources.
Sales Consultant, Small Business Prime
Bell Mobility
10.2012 - 07.2019
- Acted as a liaison between corporate clients and internal departments to deliver tailored communications solutions.
- Trained and mentored new hires on customer service protocols and technology platforms.
- Built long-term relationships with clients through consistent follow-ups and effective problem-solving.
Education
Diploma/Certificate - Community And Justice Services
Sheridan College
High School Diploma -
Weston Collegiate
Skills
- Customer Service & Public Support
- Conflict Resolution & Complaint Handling
- Multi-Channel Communication (Phone, Email, Chat, In-Person)
- Data Management & CRM Software
- Government Programs & Process Navigation
- Microsoft Office Suite (Word, Excel, Outlook)
- Team Collaboration & Independent Task Execution
- Attention to Detail & Service Accuracy
Timeline
Passport Print Support
Government Of Canada
09.2024 - 06.2025
Technical Support Advisor
Shopify
03.2022 - 05.2023
Sales Consultant, Health & Safety Prime
Virgin Mobile/Bell
08.2019 - 02.2022
Sales Consultant, Small Business Prime
Bell Mobility
10.2012 - 07.2019
Diploma/Certificate - Community And Justice Services
Sheridan College
High School Diploma -
Weston Collegiate