Latashia Mclucas
Elkridge
Summary
Hello, my name is Latashia McLucas. I possess over twenty years of customer service experience, and almost six years of banking experience. A record of adding value to any area of employment. I am accustomed to working in fast-paced environments, and I can handle difficult clients and situations. I am working toward my bachelor’s degree in Cybersecurity Technology at the University of Maryland Global Campus, and will graduate in May of 2026. So far, I have completed courses that required coding, working with Linux, computer troubleshooting, switching and routing, and network security. I am looking forward to strengthening my skills within the cybersecurity field with an extremely knowledgeable employer, and I sincerely thank you for your time and consideration. I hope to become a part of your team.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Pandora Jewelry
Columbia
11.2025 - Current
- Handled customer complaints with professionalism and empathy.
- Resolved issues promptly to ensure customer satisfaction consistently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints promptly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Internal Revenue Service
Baltimore
10.2021 - 03.2022
- Assist taxpayers with answering questions regarding tax issues
- Implemented necessary changes to the taxpayer’s account
- Researched and relayed tax laws and updates to taxpayers
- Received and answered numerous calls daily in the call center setting
- Completed forms required to file tax extensions, amendments, and corrections for taxpayers
Administrative Assistant in Mental Health Department
Towson University
Towson
04.2019 - 06.2019
- Checked in students and staff members at the Health Clinic on campus
- Answering incoming calls
- Delivered mail to the staff
- Kept track of all health-related appointments and made sure the doctor was available
- Temporary Position
Jr. Home Loan Service Specialist (HSS)/Customer Service Rep/ Inbound Collections Rep
Bank of America
Hunt Valley
04.2007 - 10.2013
- Provided management, coordination, and administrative support to ensure that the contract resources appropriately address the priorities and objectives
- Knowledge and experience in planning and performing the best-demonstrated methods
- Ensured that quality control and performance measures are appropriately implemented
- Responsible for gathering appropriate documents, such as titles, appraisals and three-day packages for HSS representatives to provide to borrowers
- Manage delinquency by providing appropriate financial hardship programs
- Faxed and received supporting documents to ensure the program approval process
- Managed financial hardship programs for customers
- Implemented financial structures and guidelines for clients to reduce delinquency
- Demonstrated initiative and analytical problem-solving skills to use and interpret data to drive decision-making objectively
- Ensured effective interaction, coordination, and cooperation among peers and clients
Education
Bachelor's Degree - Cybersecurity Technology
University of Maryland Global Campus
Adelphi, MD12-2026
HS Diploma -
Milford Mill Academy
01.2005
Skills
- Microsoft Word
- Cybersecurity fundamentals
- Technical writing
- Network troubleshooting
- Customer service
- Member account management
- Microsoft PowerPoint
- Multi-line telephone operations
- PowerPoint
- Typing
- QuickBooks
- Administrative support
Timeline
Customer Service Representative
Pandora Jewelry
11.2025 - Current
Customer Service Representative
Internal Revenue Service
10.2021 - 03.2022
Administrative Assistant in Mental Health Department
Towson University
04.2019 - 06.2019
Jr. Home Loan Service Specialist (HSS)/Customer Service Rep/ Inbound Collections Rep
Bank of America
04.2007 - 10.2013
Bachelor's Degree - Cybersecurity Technology
University of Maryland Global Campus
HS Diploma -
Milford Mill Academy