Customer Service Representative

LaTonya Johnson

****************@*****.*** 945-***-**** Murphy, TX

SUMMARY

Seasoned Customer Service Representative with 10 years of experience, including direct roles at Iqor-Capital One and Teleperformance-American Express. Skilled in managing inbound and outbound calls, account research, and quality assurance; adept in dispatch and coordination in medical settings. Seeking to leverage expertise in customer relations and problem-solving in a new Customer Service Representative position. WORK EXPERIENCE

TAX USA Murphy, TX

Tax Preparer Jan 2019 - Present

• Prepare and process individual and business tax returns ensuring compliance with federal and state tax laws.

• Utilize e-filing systems to accurately submit tax documents in a timely manner. Iqor- Capital One Plano, TX

Customer Service Representative Jul 2018 - Mar 2024

• Address customer inquiries regarding account status and payment obligations, utilizing effective communication strategies to clarify financial responsibilities.

• Conduct thorough account research to resolve discrepancies and provide accurate account updates, ensuring meticulous documentation is maintained.

• Employ proficient skip tracing techniques to locate customers, enhancing the accuracy and efficiency of the collection process.

• Adhere to company policies and procedures, contributing to team meetings and consistently achieving high standards in quality assurance evaluations.

Mobile X USA Carrolton, TX

Dispatcher/Medical Intake Sep 2016 - Apr 2018

• Coordinated daily dispatch of cases, effectively managing the allocation of Technologists across multiple facilities to ensure timely and accurate case handling.

• Facilitated the intake and processing of laboratory orders, ensuring all results were organized and disseminated to the appropriate facilities while maintaining comprehensive case tracking and follow-up.

• Maintained clear and consistent communication with management, customer service, and ancillary departments to resolve issues and optimize case completion, while also providing updates to clients on service delays. Teleperformance- American Express Dallas, TX

Customer Service Representative Jan 2015 - Jun 2016

• Managed customer profiles and processed account updates, ensuring accurate and tailored service provision for credit card members.

• Coordinated comprehensive travel assistance, including flight and hotel bookings, to enhance card member satisfaction and loyalty.

Intermountain Staffing (UPS) Coppell, TX

Mail Handler Sep 2012 - Dec 2014

• Efficiently organized mail and parcels by zip code, ensuring accurate and timely distribution.

• Maintained warehouse cleanliness and organization by systematically labeling and tagging locations post-sorting operations.

EDUCATION

Graduation Alliance

High School Diploma, General Studies

Salt Lake City, UT

Aug 2018

CERTIFICATIONS

Driver's License

SKILLS

Microsoft Office Proficient • Administrative Assistant • Superior Customer Service • Attentive Quality Assurance

• Multi-Line Phones • Excel • Google Earth Pro • As400 • Tax Experience • Accounts Payable • Bookkeeping • Accounting • Sales

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