Latoya Washington

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612-***-****

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adzpog@r.postjobfree.com

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Charlotte, NC 28213

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CAREER OBJECTIVE

Hardworking, skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success. Hardworking professional with 20 years of experience and proven knowledge of back-office operations, administrative support, and customer service. Aiming to leverage my abilities to successfully fill the role on your team.

EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE, CHARLOTTE, North Carolina

ONE Brands - Hershey's, June 2022-July 2023

Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.

Referred unresolved customer grievances to designated departments for further investigation.

Processed orders and detailed transaction information to customers.

Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.

Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.

Assisted with training and mentoring new team members.

Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.

Displayed strong organizational skills while managing multiple projects simultaneously.

Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.

Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.

Maintained a high level of professionalism when dealing with difficult customers.

Made appropriate account corrections to resolve customer problems.

Investigated and researched issues to determine root causes and appropriate resolution methods.

Performed general maintenance and repair.

Worked with coworkers to complete tasks.

Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.

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OPERATIONS SPECIALIST, CHARLOTTE, North Carolina

MRA, September 2020-June 2022

Created detailed spreadsheets to monitor overdue accounts receivable on a weekly basis.

Resolved customer inquiries regarding billing, charges, and payments.

Fixed minor problems, such as equipment jams and notified repair personnel of major equipment problems.

Returned checks to customers or retrieved checks returned to customers in error, adjusting accounts and answering inquiries about errors as necessary.

Proficient in utilizing accounting software to create detailed reports and track financial transactions.

Obtained and relayed account information.

Operated typing, adding, calculating, and billing machines.

Ensured all received payments are applied correctly according to customer's instructions.

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FULFILLMENT ASSOCIATE, CHARLOTTE, NC

AMAZON, September 2019-October 2020

Took inventory of merchandise to identify items needing reordering or replenishment.

I possess excellent attention to detail when performing duties such as labeling packages correctly or verifying order information before processing it further.

In my role as a Fulfillment Associate, I have honed my problem-solving skills by troubleshooting issues related to orders or shipments quickly and efficiently.

Collaborated with leadership to develop new strategies to improve fulfillment processes.

Assisted in maintaining clean and organized department.

With my background working as a Fulfillment Associate, I understand the importance of meeting deadlines without compromising the quality standards set by the company.

Disposed of damaged or defective items.

Followed safety protocols to protect merchandise from damage.

I possess strong interpersonal communication abilities with customers, vendors, and colleagues that are essential for customer service excellence.

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SHIFT SUPERVISOR, CHARLOTTE, NC

STARBUCKS, January 2019-September 2019

Demonstrated ability to manage a team of employees and ensure successful shift operations.

Trained new employees in job duties, safety procedures, and company policies.

Assisted customers with inquiries, orders and complaints in a timely manner.

Always adhered strictly to cash handling protocols and security measures.

Maintained accurate records of employee attendance, sales figures, cash flow and stock inventory levels.

Provided direction to team members regarding operational and procedural issues.

Identified areas of improvement and recommended solutions for enhancing overall store operations.

Created an environment that promoted teamwork amongst employees through organized activities and events.

Trained team members in equipment operation and proper use of PPE.

Held team members accountable during shift by effectively coaching to improve performance.

Motivated employees and increased morale with performance incentives.

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OPERATIONS/CUSTOMER SERVICE COORDINATOR, Charlotte, NC

SONITROL SECURITY SERVICES, INC, September 2017-January 2019

Communicate with Customers, Operations, Installation team, and Sales team.

Process paperwork, and purchase orders, for installation

Push orders through, handle rush orders, track order process and manage Installation schedule.

Approving jobs and getting estimates

Review contracts for errors and ensure orders are correct.

Assist in the Service department and cover the front desk.

Responded promptly to emails from customers regarding their orders or inquiries.

Monitored office supply needs with consistent inventory checks and requisition approvals.

Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.

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RECEPTIONIST, CHARLOTTE, NC

SONITROL SECURITY SERVICES, INC, July 2014-September 2017

Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

Maintained the front desk and reception area in a neat and organized fashion.

Served as the central point of contact for all outside vendors needing to gain access to the building.

Planned meetings and prepared conference rooms.

Maintained an up-to-date department organizational chart.

Dispersed incoming mail to correct recipients throughout the office.

Made copies, sent faxes and managed all incoming and outgoing correspondence.

Managed the day-to-day calendar for the company's senior director.

Maintained and reserved the executive conference room calendar.

Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.

Processed an average of 300 invoices per month for a large-scale organization.

Deposited third party checks, as well as monthly reserve transfers.

Assisted in the preparation of presentations for board meetings or other important occasions.

Processed incoming and outgoing documents via electronic methods and systems.

Prepared outgoing mail and courier deliveries and sorted and distributed incoming mail.

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Minneapolis, MN

WELLS FARGO ADVISORS/WACHOVIA SECURITIES, January 2008-January 2012

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CLIENT ASSOCIATE, CHARLOTTE, NC

WELLS FARGO ADVISORS/WACHOVIA SECURITIES, October 2008-May 2010

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CUSTOMER SERVICE REP, MINNEAPOLIS, MN

HENNEPIN COUNTY, June 2005-October 2008

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SHIFT SUPERVISOR/TEAM LEAD, MINNETONKA, MN

CARIBOU COFFEE, August 2001-October 2008

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www.linkedin/in/latoya-washington21

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