Customer Service Representative

Latoi-Shanai T. Jeter

** ******* ******, *******, **, USA

Cellular: 716-***-****

Email: ***.************@*****.***

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CERTIFIED CUSTOMER SERVICE REPRESENTATIVE / 7 YEARS’ EXPERIENCE IN CALL CENTER

SETTING

• Polished, professional certified customer service representative offering:

• Seven years of experience providing customer support in busy call center environment’s for various

campaigns

• An unwavering commitment to customer service, with the ability to build productive relationships, resolve

complex issues and win customer loyalty.

• Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact

and diplomacy to find common ground and achieve win-win outcomes

EXPERIENCE

Team Lead/ Certified Customer Service Representative

9/2006-6/2010, Installs INC LLC, Buffalo, NY

Handle inbound client and field agent inquires for Geek Squad computer and home and theater issues and in-home

servicing. Experience with handling complaints, billing questions and service requests. Calm angry callers, repair trust,

locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in

accounting, field services, new business, operations, and consumer affairs divisions.

Key Accomplishments:

• Managed a high volume workload within a deadline-driven environment. Resolved an average of 550

inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy,

volume).

• Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s

primary mentors/trainers of both new and established employees.

• Helped company attain the highest customer service ratings (as determined by external auditors) – earned

100% marks in all categories including communication skills, listening skills, problem resolution and

politeness.

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and

politeness.

• Completed customer service training to learn ways to enhance customer satisfaction and improve

productivity.

Certified Customer Service Representative

11/2003-6/2006, ClientLogic, Buffalo, NY

Received experience in a call center setting with servicing customers new and existing accounts. Responsible for

faxing, mail correspondence, and customer retention.

SKILLS AND ABILITIES

Skill Name Skill Level Last Used/Experience

Data Entry 75/wpm/Records Management Expert Currently used/7 years

Complaint Handling/Dispute Resolution Expert 7 years

MS Word, Excel, Power Point, and Access Expert Currently used/10years

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