Customer Service Representative

Latisha McClinton Résumé * of *

LATISHA MCCLINTON

adypr1@r.postjobfree.com Orlando, FL 407-***-****

An experienced Customer Service and Success, and Administrative Management Professional with an extensive history of serving internal and external clients across a variety of Customer Contact roles. Entrepreneurially inspired and focused on end-user satisfaction; eliciting client needs and requirements to guide my outcome-oriented approach to service delivery. Impeccable communication skills underline an ability to foster an environment of collaborative success and inclusion. A brand evangelist focused on account retention, growth and longevity through best-in-class customer relationship management. VALUE ADDED SKILLS

Business Development Client Relationship Management Consultative Sales Client Retention Account Management Sales Lead Generation Customer Success Client Requirements Analysis Administrative Management Conflict Resolution / Active Listening Customer Support Data Entry PROFESSIONAL EXPERIENCE

HIREGY

Orlando, FL Customer Service Representative May 2022 – July 2023 Providing elevated level of services to callers, assisting with streamlining the insurance claims management process, I was tasked with:

• Providing detailed policy information to callers, insurance carriers and claimants.

• Entering storm and adverse weather loss reports in internal claims platforms.

• Processing First Notice of Loss reports while deploying elevated levels of professional courtesy, understanding and empathy.

• Providing process and documentation completion guidance and support to colleagues and new customer service representatives.

• Ensuring robust compliance to all insurance industry and regulatory standards and guidelines. STARTEK

Orlando, FL Customer Service Representative April 2021 – April 2022 An outsourced third-party customer service and account management provider, elevating the relationship between its clients and their customers through live chat, telephone and email channels where, in a contact center setting, I successfully:

• Provide callers with details on COVID-19 testing facilities.

• Update CDC call logs and internal databases.

• Maintain compliance to all call handling time targets, meeting the one-call resolution target.

• Assist with training of new hires, focusing on service expectations.

• Escalate calls to upper levels when required.

BED BATH AND BEYOND

Orlando, FL Customer Service Representative March 2018 – April 2021 With operations across 1500 stores throughout Canada, the US, Mexico and Puerto Rico, the publicly traded household accessories, furnishing and domestic merchandise leader where I am responsible for:

• Responding to incoming calls addressing customer concerns and requests.

• Providing technical and order support; escalating calls when required.

• Surpassing customer service objectives, providing customers with account updates and information.

• Implementing and promoting a consultative sales approach to help drive revenue targets.

• Managing customer activities and interactions through the internal CRM platform.

• Addressing and resolving customer issues utilizing effective listening and problem-solving skills.

• Processing payments and updating customer accounts. Latisha McClinton Résumé 2 of 2

SEAWORLD PARKS AND ENTERTAINMENT

Orlando, FL Customer Service Rep November 2014 – March 2019 A sales-focused customer success and guest service role for the premier theme and water park and entertainment company. Key accountabilities revolved around:

• Working with the senior management team to define personal service and sales targets.

• Serving as an initial point of contact for callers, providing park amenity and policy information.

• Addressing and successfully resolving all customer service issues and challenges, deploying elevated active listening and conflict resolution skills.

Prior Professional Experience

Dial America Customer Service Associate June 2007 – October 2010 EDUCATION

• Associate of Arts in Human Services Phoenix College Phoenix, AZ to be completed

• High School Diploma Oakridge High School Orlando, FL TECHNICAL SKILLSETS

MS Office Suite Google Suite CRM Platforms Zoom Outlook COMMUNITY PARTICIPATION

Subscribing to the belief that healthy societies are created in part by the collective efforts of their members contributing time and resources to the common good, I have been involved in number of community develop- ment and special interest initiatives including working with the homeless, collecting and distributing school supplies in partnership with My Kids Boutique and helping manage the annual West Orlando Jaguars food drives.

Formal References Will be Provided Upon Request

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