Customer Service Representative

Lateria Brown

SUMMARY

. Professional and well-spoken Customer Service Representative with over

seven years' experience

. Experienced Customer Service Representative working in high volume

inbound and outbound call center environments

. Excellent verbal and written communication skills

. Strives in fast paced, high volume environment and works well with a

team

EDUCATION

Penn Foster High School

February 2014

. High School Diploma

. Online Student

SKILLS

. Microsoft Office: Word, Excel, PowerPoint, Outlook

. Data Entry 10-Key

EXPERIENCE

United States Postal Service January

2013 - March 2014

Mail Processing Clerk

. Executed superior customer service through both person to person

service and inbound phone service

. Answered inbound customer inquiries in regards to packages and

shipments both outbound and inbound

. Handled anywhere between 10 - 20 inbound customer calls on a daily

basis

. Performed person to person customer service at around 10 - 15

customers on a daily basis

. Processed mail using automated mail processing equipment or manual

methods of sortation and distribution

. Made one or more rotations of outgoing incoming mail

. Removed sorted mail from bins and places into appropriate trays for

further processing or dispatch

. Worked with operating plans and dispatch schedules at the instruction

of supervisors

Citigroup March 2012 -

January 2013

Risk Management Fraud Specialist II

. Fulfilled all customers' needs via telephone, both inbound and

outbound transactions in a call center environment

. Executed anywhere between 50 - 70 inbound and outbound customer calls

on a daily basis

. Documented and ensured communication of key risks, maintain input or

data quality of risk management systems

. Recommended ways to control or reduce risk for clients

. Identified key risks and mitigating factors of potential risk to the

assets, earning capacity, or success of the organization

. Cross trained new hires in customer service during high call volume

. Provided knowledge to assist new hires with late or missing payments

while openly discussing ways of setting up payment solutions to help

the customer's get back on track

Independent Home Healthcare August 2010 -

March 2012

Healthcare Agent

. Assisted patients who were disabled, chronically ill, cognitively

impaired, or who may need more care than family or friends can provide

. Assisted with their daily functions in their own homes or in a

residential facility

. Supported appointed patients in day programs such as physical therapy

. Assured that all scheduled appointments, medication, and meals are

provided when needed

Ace Cash Express November 2009

- August 2010

Customer Service Representative

. Executed superior customer service through both person to person

service and inbound phone service

. Provide financial customer service to customers needing Ace's

Financial Services

. Assisted customers through inbound financial product inquiries

. Assisted the selection and description of Ace mortgage packages and

options for customer need

. Executed check cashing, balancing monies, reporting daily

transactions, and following security procedures on a daily basis

. Performed financial service duties such as processing loans, wire

transfers, and billing payments for multiple retail companies

Neiman Marcus July 2008 -

November 2009

Customer Care Representative

. Fulfilled all customers' needs via telephone, both inbound and

outbound in a call center based environment

. Executed anywhere between 20 - 30 inbound and outbound customer calls

on a daily basis

. Assisted customers with online catalogue orders and procedures

. Provided exceptional customer service, always exceeding the customer

expectations

. Completed transactions in real time while working simultaneously with

multiple software applications including Microsoft Office

. Followed up on customer commitments and inquiries in a timely basis

and drive to meet weekly sales goals

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