Her Story
About Latoya
Latoya Terrell is an accomplished customer service and operations leader with more than a decade of experience spanning utilities, healthcare, government services, and community support programs. She currently serves as a Field Collections Supervisor in the Credit and Collections department at Con Edison, where she oversees one of the largest teams in the Bronx, managing 62 representatives. During her four-and-a-half-year tenure with the company, Latoya has built a reputation for strong leadership, operational excellence, and a commitment to delivering exceptional customer service while guiding teams through complex challenges.
Before joining Con Edison, Latoya gained diverse professional experience across several industries. She worked as a Care Coordinator at Memorial Sloan Kettering Cancer Center, a Service Coordinator and Scheduler with InHouse Physicians, and a Motor Vehicle Representative for the New York State Department of Motor Vehicles. Earlier in her career, she spent more than seven years with YAI, supporting individuals in residential programs and helping them achieve greater independence through personalized care and life-skills development. These experiences strengthened her expertise in customer relations, team management, problem-solving, and community service.
Latoya holds a Bachelor of Science in Hospitality Administration and Management from the State University of New York at Plattsburgh and has completed leadership training through YAI. Her areas of specialization include customer service, leadership, collections, and Microsoft Excel. Outside of work, she enjoys reading, attending musicals and theatrical performances, and spending quality time with her family, especially her son. She is also passionate about supporting charitable causes related to animal welfare, reflecting her dedication to making a positive impact both professionally and personally.
Her Interview
Ten minutes with Latoya
01What do you attribute your success to?
I attribute my success to resilience, faith, and determination. Even through life’s challenges, I have remained focused on moving forward and becoming a positive role model for my son. He motivates me to keep pushing myself, grow through difficult experiences, and stay committed to achieving my goals.
02What’s the best career advice you’ve ever received?
The best career advice I’ve received is to be confident in my work and trust my judgment. While it’s important to prioritize customers and meet expectations, it’s equally important to feel secure in the quality of what I’m putting forward. That advice taught me to overcome self-doubt, stand behind my decisions, and confidently follow through, knowing that mistakes can be corrected and are part of the learning process.
03What advice would you give to young women entering your industry?
My advice to young women entering this industry is to stay confident and not get discouraged. It can be a highly competitive field with strong male representation, and finding your voice may take time. If this is the career you are passionate about, pursue it with determination, build a strong network, seek support from others, and keep believing in your abilities. Challenges are inevitable, especially at the beginning, but persistence and self-confidence can help you succeed.
04What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in my field is the level of competition, particularly among women in leadership roles. At times, I have seen workplace dynamics become unproductive, with individuals focusing more on competition than collaboration. I believe this can create unnecessary barriers to growth and success. In my view, the greatest opportunity lies in fostering a more supportive and professional environment where colleagues help one another, share knowledge, and work together to achieve common goals.
05What values are most important to you in your work and personal life?
The values most important to me are respect, mindfulness, and balance. I believe in treating everyone with respect, being responsible with my time, and maintaining a healthy balance between work and personal life. These are values I practice daily and strive to teach my teenager as well.
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