Customer Service Representative

LH

LATANYA HAMMOND

adxy8f@r.postjobfree.com 310-***-**** Hesperia, CA 92345

Summary

Personable and dedicated Customer Service Representative with extensive experience in problem solving . Solid team

player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer

satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion

for building relationships, cultivating partnerships and growing businesses.

Skills

Customer Service Active Listening

Problem Resolution Working Collaboratively

Team Management Conflict Resolution

People Skills Training & Development

Friendly, Positive Attitude Data Management

Organizational Skills

Experience

DIRECTV Rancho Dominguez, CA Trained newly hired top talent to fill key positions and maximize

Trainer productivity.

01/2003 - 01/2010 Compiled and analyzed weekly trainee retention reports.

Developed and coordinated trainings to help individuals learn company

policies and procedures and job tasks.

Facilitated orientation and training classes to communicate policies and

procedures to new hires.

Implemented and facilitated successful training programs to increase

employee engagement, retention and productivity.

Prepared hard copy training materials, module summaries, videos and

presentations.

Created tests, exercises and role-plays for courses to verify competency.

Produced training materials to engage and educate individuals.

Educated, coached and mentored new hires in multiple positions.

Cross-trained employees to do other jobs within business, increasing job

skills and productivity.

Developed training materials, manuals, procedures and visual aids to

effectively achieve organizational goals.

Tracked attendees, participation and understanding of course material.

Trained employees on new software with minimum level of frustration and

training friction.

Education and Training

Compton Adult School Compton, CA

Certificate in Medical Billing

06/2005

George Washington Preparatory High School Los Angeles, CA

High School Diploma

06/1990

Accomplishments

Promoted to Customer Service Supervisor due to Call time and customer satifaction that achieved 98% customer

satisfaction .

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