LP LaTosha Peterson

Hyattsville, MD ***** 240-***-****

adxhom@r.postjobfree.com

PROFESSIONAL

SUMMARY

Astute Customer Service professional offering polished communication skills. Brings excellent organizational skills and talent, and also self motivated. Committed to maintaining professional relationships to increase profitability and drive business results.

SKILLS Call Documentation

Interpretation and Translation

Services

Building Customer Trust and

Loyalty

POS Systems and Ordering

Platforms

Understanding Customer Needs

Calm and Professional Under

Pressure

Customer Account Management

Efficient and Detail-Oriented

Data Entry and Maintenance

Courteous with Strong Service

Mindset

Customer Data Confidentiality

Upbeat and Positive Personality

Google Drive

Microsoft Windows

Correcting Discrepancies

Adobe Systems Adobe Creative

Cloud

Active Listening

Microsoft Office

Adobe Systems Adobe Acrobat

Time Management

Information Inputting

Microsoft Outlook

Microsoft Excel

Telephone Management

ADP Workforce Now

Oracle PeopleSoft

Handheld Computer Device

Software

Credit Card Payment Processing

Microsoft Internet Explorer

Electronic Information Systems

Report Preparation

Strong Analytical and Problem-

Solving Skills

Inbound and Outbound Calling

Call Transfers

Critical Thinking

Establishing and Maintaining

Customer Relationships

Social Media Sites

Document and Records

Management

WORK HISTORY CUSTOMER SERVICE REPRESENTATIVE

TDB Communications Washington, DC

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. 3/2021 - 9/2022

Offered advice and assistance to customers, paying attention to special needs or wants.

Evaluated account and service histories to identify trends, using data to mitigate future issues.

Investigated and resolved customer inquiries and complaints quickly. Exhibited high energy and professionalism when dealing with clients and staff.

Delivered prompt service to prioritize customer needs. Met customer call guidelines for service levels, handle time and productivity.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Effective liaison between customers and internal departments. Facilitated inter-departmental communication to effectively provide customer support.

SITE MANAGER 08/2009 to 03/2021

T-Mobile Oxon Hill, MD

Interviewed, hired and trained new workers.

Maintained records and logs of work performed and materials and equipment used.

Resolved issues between employees and customers using company policies.

Oversaw employee attendance record, handled payroll and ordered new materials for sites.

Oversaw all daily office operations and equipment maintenance. Communicated daily with vendors to keep project fully operational. Delegated assignments based on plans, project needs and knowledge of individual team members.

HEAD CASHIER 09/2006 to 11/2008

Home Depot Washington, DC

Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions. Performed store opening, closing and shift-change actions and kept accurate shift-change logs.

Assisted customers by answering questions and fulfilling requests. Educated employees on register use, merchandising and customer service.

Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.

Received and processed customer payments.

Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.

Processed checks, cash and credit purchases or refunds. Resolved escalated customer disputes with special actions such as discounts.

Restocked and organized merchandise in front lanes. Helped customers complete purchases, locate items and join reward programs.

Mentored new team members on POS system operation, customer service strategies and sales goals.

Displayed new stock and rotated existing products. Helped management develop employee improvement plans to motivate team members to higher levels of performance, skill and efficiency. EDUCATION Bachelor of Arts Business

University of Phoenix, Tempe, AZ

High School Diploma

Crossland High School, Temple Hills, MD

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