Customer Service, intake Specialist, faxing, emails, adaptability.
Resume:
LATRESA
ODEN
***********@*****.***
PHENIX CITY, Alabama 36869
SKILLS
• Customer Service
• G o o d c o m m u n i c a t i o n skills
• Customer Relations
• Call c e n t e r experience
• Customer Relationship
Management (CRM)
• Excellent w r i t t e n a n d o r a l
communication
• Telephone Etiquette
• P r o b l e m R e s o l u t i o n
• Customer Relationship
Management
• Complaint resolution
• Account Management
• De-Escalation Techniques
• Regulatory Compliance
• Data Entry
• Problem-solving abilities
• Computer Proficiency
• Active Listening
• Clerical Support
• Professional telephone demeanor
• Follow-up skills
• Prioritization
• Call Management
• Product Knowledge
• Microsoft Office Suite
• [Software] CRM system
proficiency
• Call Center Operations
• Client R e l a t i o n s
• Document Control
• Service Upselling
• Appointment Scheduling
• Money handling abilities
• Order F u l f i l l m e n t
• Call triaging
PROFESSIONAL SUMMARY
Proactive Customer Service Specialist with extensive experience in
handling escalated calls, training new employees, and adapting to
C o l a n c t g c u s t m e t s a t s t a t i o n t h r e s g h e a C m u r e a t i o n a n d
tailored solutions. Bringing strong problem-solving abilities and a
professional demeanor to improve customer retention and service
delivery.
WORK HISTORY
Macon Russell Community Action Agency - Customer Service
Specialist
Phenix City, AL • 06/2020 - Current
• Handled escalated calls calmly, finding resolutions that satisfied
both the company and the customer"s needs.
• Managed high call volume while maintaining a courteous and
professional demeanor.
• Assisted new employees with training, sharing best practices for
handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures
ensuring consistency in delivering accurate information to
c u s t o m e r s .
• Enhanced customer satisfaction by resolving issues promptly and
professionally.
• Established trust with clients through clear communication,
patience, and understanding their unique challenges fully before
offering solutions tailored to their needs.
• Addressed customer complaints and mitigated dissatisfaction by
employing timely and on-point solutions.
• Developed rapport with customers, fostering long-term relationships
and r e p e a t business.
• Collaborated with team members to create effective strategies for
improving overall customer experience.
• Actively participated in team meetings and professional
development workshops, continuously seeking opportunities to
enhance skills and provide exceptional customer service.
• Increased customer retention rates by providing exceptional
problem-solving skills and personalized solutions.
• Monitored quality assurance metrics regularly, identifying
opportunities for personal growth and development within the role.
• Tracked customer interactions using CRM software, helping the team
identify trends and areas of improvement in service delivery.
• Responded to customer requests for products, services, and
company information.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns,
demonstrating empathy, and resolving problems swiftly.
• Payment Processing
• Reading Comprehension
• Order Processing
• Recordkeeping strengths
• Scheduling
• Technical Support
• Account updating
• Service standard compliance
• Dispute Resolution
EDUCATION
WENONAH HIGH SCHOOL
2800 WILSON ROAD S.W • 08/1996
High School Diploma
HIGH SCHOOL GRADUATE
. . . . . .
• Collaborated with staff members to e n h a n c e customer service
experience and exceed team goals through effective client
satisfaction rates.
• Educated customers about billing, payment processing and support
policies and procedures.
• Investigated and resolved customer inquiries and complaints quickly.
• Cross-trained and provided backup support for organizational
leadership.
• Trained new personnel regarding company operations, policies and
services.
• Enhanced productivity levels by anticipating needs and delivering
outstanding support.
• Calculated correct order totals, updated accounts, and maintained
detailed records for inventory management.
• Implemented and developed customer service training processes.
• Reduced process inconsistencies and effectively trained team
members on best practices and protocols.
• Increased efficiency and performance by monitoring team member
productivity and providing feedback.
.
Sought ways to improve processes and services provided.
COMCAST - Customer Service R e p r e s e n t a t i v e
WORK FROM HOME • 09/2017 - 10/2019
• Managed high-stress situations effectively, maintaining
professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased
loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions
for both customers and the company alike.
Responded to customer requests for products, services, and
company information.
Enhanced customer satisfaction by promptly addressing concerns
and providing accurate information.
Developed strong product knowledge to provide informed
recommendations based on individual customer needs.
Developed rapport with customers through active listening skills,
leading to higher retention rates and positive feedback from clients.
Collaborated with team members to develop best practices for
consistent customer service delivery.
Exceeded performance metrics consistently, earning recognition as a
top performer within the team.
Addressed customer inquiries to ensure satisfaction and foster
positive service experience.
Analyzed customer service metrics to identify trends and develop
strategies for improvement.
Trained new Customer Service Representatives on company policies,
procedures, and best practices.
Participated in training programs to enhance product knowledge and
customer service skills.
Led quarterly customer service meetings to review performance and
set goals for improvement.
Customized support strategies for high-priority clients to ensure
their specific needs were met.
•
Coordinated with logistics department to expedite shipping for
urgent customer orders.
• Negotiated solutions with dissatisfied customers, turning potential
negative reviews into positive testimonials.
M a i n t a i n e d d e t a i l e d r e c o r d s o f c u s t o m e r i n t e r a c t i o n s a n d
transactions, ensuring accurate documentation and follow-up.
Improved resolution time with effective problem-solving for
customer complaints.
Maintained detailed records of customer interactions, contributing
to comprehensive d a t a b a s e for future reference.
Exhibited high energy and professionalism when dealing with clients
and staff.
Delivered prompt service to prioritize customer needs.
Maintained up-to-date knowledge of product and service changes.
Followed up with customers about resolved issues to maintain high
standards of customer service.
Educated customers about billing, payment processing and support
policies and procedures.
Promptly responded to inquiries and requests from prospective
c u s t o m e r s .
Enhanced productivity levels by anticipating needs and delivering
outstanding support.
Cross-trained and provided backup support for organizational
leadership.
Followed-through on all critical inter-departmental escalations to
increase customer retention rates.
Bolstered customer retention by creating and offering unique
discount options and inspiring interest in new product lines.
EASY MONEY - Customer Service Cashier
Birmingham, AL • 04/2011 - 07/2017
• Maintained a clean and organized workspace, promoting a
welcoming environment for customers.
• Handled high-pressure situations calmly, maintaining composure
during busy periods or difficult interactions.
• Actively listened to customers, handled concerns quickly and
escalated major issues to supervisor.
Processed customer orders and accurately handled payment
transactions.
Met customer service goals and exceeded customer expectations.
Resolved customer complaints and maintained clean and tidy
checkout area.
Enabled customers to feel welcomed, important, and appreciated by
answering questions about products sold throughout store.
Counted money in drawers at beginning and end of each shift.
Developed and managed relationships with customers to increase
customer loyalty.
. . . . . .
Enhanced customer satisfaction by efficiently handling transactions
and addressing inquiries.
Answered product questions using knowledge of sales and store
p r o m o t i o n s .
Assisted in training new employees, ensuring they were
knowledgeable about company policies and procedures.
Balanced cash registers accurately at the end of each shift,
minimizing discrepancies and errors.
Utilized POS system to handle customer cash and credit card
transactions.
Managed cash register operations accurately, reducing the risk of
shortages or overages in daily reconciliations.
• • • I
.
.
Handled sensitive information securely while processing payments
through various methods including cash, credit cards, and gift cards.
Utilized strong product knowledge to upsell items when appropriate,
boosting overall sales revenue.
Conducted inventory counts regularly, ensuring accurate stock levels
were maintained at all times.
Addressed customer inquiries with detailed product knowledge,
increasing sales through informed recommendations.
Resolved customer complaints, leading to noticeable improvement
in customer satisfaction ratings.
Utilized point-of-sale systems efficiently, ensuring accurate pricing
and swift transaction processing.
Contributed to achievement of sales targets through suggestive
selling techniques.
Enhanced customer experience by providing prompt and accurate
transactions.
Upheld strict adherence to store policies and regulations, minimizing
potential financial discrepancies.
Improved team morale and cooperation by participating actively in
staff meetings and feedback sessions.
Trained new cashiers, enhancing team efficiency and accuracy in
transactions.
Managed cash drawer and financial transactions to maintain
accurate store accounts.
Performed cash, card and check transactions to complete customer
purchases.
Operated cash register to record transactions accurately and
efficiently.
Handled cash with high accuracy and took care to check bills for
fraud.
Learned duties for various positions and provided backup at key
times.
Maintained current knowledge of store promotions and highlighted
sales to customers.
Reconciled cash drawer at start and end of each shift, accounting
for errors, and resolving discrepancies.
Identified and resolved discrepancies and errors in customer
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