Latasha Shantel Williams

Mobile: 903-***-**** Email: adzkgf@r.postjobfree.com

PROFESSIONAL SUMMARY

Client service professional with 5 years’ experience in customer service in IT, healthcare and child care industry. Strong track record of internal promotion. Seeking opportunity to utilize my skills as a customer service representative.

Key Skills:

●Problem solving

●Patience

●Attentiveness

●Clear communication

●Persuasive speaker

●Use of positive language

●Product knowledge

●Time management

●Goal-oriented

●Empathy

●Effective listener

●Fast learner

●Self-control

●Taking responsibility

●MS Office Suite

●Fluent in English

Customer Support

PROFESSIONAL EXPERIENCE

Brookshire’s Grocery Company 08/2022-Till date

Courtesy Clerk

●Ensured groceries are bagged properly by putting like items together, limiting bag weight, preventing food cross-contamination, and ensuring customer receipt of all purchased items.

●Collected shopping carts and stores them in the cart corral. Keeps parking lot free of trash and debris; communicates with management any incidents, actions, or concerns occurring on store premises.

●Ensured front-end racks, drink coolers and cleaning supply stations are stocked, cleaned, and presentable.

●Promoted product sales through active customer engagement.

●Took precaution when handling objects to avoid damage to products, property, etc.

●Followed Company guidelines by cleaning breakroom/restroom and facing product to ensure proper store conditions.

●Maintained friendly and customer-service-oriented attitude by greeting customers, answering questions, and bagging and transporting groceries into customers’ vehicles.

●Maintained clean, safe and sanitary working and shopping environment by adhering to Company safety procedures. Complies with all Company policies and procedures.

Working Solutions 03/2020-07/2022

Customer Service Representative

●Made Inbound and outbound customer calls.

●Tracked and documented all inquiries using the applicable systems.

●Completed associated tasks according to the established guidelines.

●Tracked and documented all inquiries using the applicable systems.

●Met Quality Assurance (QA) and other key performance metrics.

●Facilitated the fulfillment of caller requests for materials via mail, email, or download.

●Transfered/referred consumers to appropriate entities according to the established guidelines.

●Escalated calls or issues to the appropriate designated staff for resolution as needed.

●Facilitated translation services for non-English speaking callers according to procedures.

●Attended meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Altice USA

Technical Support Specialist 01/2019 - 02/2020

●Responsible for answering inbound calls from customers as well as outbound calls to customers ensuring the highest level of customer satisfaction

●Handled requests for cable television, Internet access and telephone services. Requests will include service initiation, moves, adds and changes to service, billing questions, technical support, as well as service and installation escalations

●Worked with callers and staff to resolve technical issues, billing issues, or just general grievances for all three services

●Followed-up with outbound calls for past-due balance collections or delinquent equipment returns.

●Processed payments for various services

●Assisted with Service and Installation Complaints

●Sold Cable Television and setup work orders

●Provided technical support for TV, internet and phone service

●Settled disputes

EDUCATION

Certified Nursing Assistant - Palo Alto College, 3.5 GPA Dec 2005

High School Diploma - McDonough #35 Senior High School, Betsy Scholar May 2003

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