Customer Service Representative

Latasha Mitchell

Charlotte, NC *****

Phone: 704-***-****

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

Introduction

Highly experienced customer service representative with experience in complex problem solving, analytical thinking with over 7+ years of Customer Service, and 3+ years of call center experience. I'm looking to obtain a position where I will be able to utilize prior knowledge and experience as well as gather valuable system and procedural experience and skills that I can use further in my career. I have a unique ability to communicate effectively, consistently perform at high levels and maintain self-efficient professionalism; while building rapport with coworkers and customers alike. Experience

Customer Service Rep – APPLE PAY, April 2019- Current

● 80-125 Calls a day

● Assist customers with apple cash and apple wallet support needs

● Top 10 agent meeting metrics every month

● Troubleshoot tech issues for apple pay

● Handle hold and fraud accounts

Consultant – REPUBLIC SERVICES, March 2017-February 2019

● Effectively responding to routine issues regarding residential and commercial service matters, which may involve outbound calls and other communications to resolve service inquiries and equipment issues.

● Returns all internal and external calls, emails and faxes in a timely manner to ensure that customers’ concerns are understood, addressed and resolved in an efficient and complete manner.

● Reviews individual performance metric reports and action plans with my manager to understand individual performance.

Specialist-ONSTAR June 2015- Jan2017

● 60-80 Calls a day

● Welcome call agent for customers first vehicle experience

● Handled billing, and provided my highly expertise of onstar knowledge for product and services

● Top 20 agent of best sellers in company

● Sold products and services that fits with customer necessities needed with vehicle purchase, such as emergency calling from car, wifi and phone minutes

Skills

Technical

● LanSoftware: Microsoft Office 365 (expert), MS Visio (intermediate), and Outlook (expert), Peoplesoft

(intermediate), Oracle (intermediate)

● Applications: Remedy (intermediate), and Airwatch (intermediate), salesforce cloud (expert) Key Competencies

● Good time management skills to ensure assigned responsibilities are completed in an efficient manner. ● Good communication skills; able to effectively communicate to all levels of management and customers. ● Strong active listening skills; gives full attention to what other people are saying, taking time to understand the points being made, asking questions when appropriate, and letting others fully state their ideas.

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