Exceptional Customer Care Coordinator

LP LaToya Parks

Atlanta, ***** 404-***-**** **************@*****.***

PROFESSIONAL

SUMMARY

Dependable worker equipped for fast-paced work and changing daily needs. Serves customers effectively with attention to detail and hardworking approach. Seeks out opportunities to go beyond basics, improve processes, and increase customer satisfaction.

High-energy Call Center Representative offering top skills in call control and customer relationship management. Smoothly handles high volume of inbound and outbound calls with maximum performance and service quality. Multitasks in fast-paced environments and proactively resolves conflicts. Experience in customer service environments. Excellent communication and problem-solving skills and strong attention to detail. Manages time efficiently and exercises high energy and drive for success.

Well-organized and knowledgeable. Stays calm under pressure and quickly resolves customer complaints. Offering skills in call control, order management, and team collaboration. Effortlessly engage customers with good communication skills to boost satisfaction and build loyalty.

SKILLS • Customer service excellence • Team management

• Investigations and resolutions • Product knowledge

• Complaint documentation • Customer needs assessments

• Data entry • Inbound call answering

• De-Escalation Techniques • Assertiveness

• Issue Identification • Staff education and training WORK HISTORY EXECUTIVE CUSTOMER CARE RESEARCH ANALYST 10/2024 to CURRENT StubHub Atlanta, GA

Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions.

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Tackle complex issues including Attorney General inquiries, concierge escalations, and consumer complaint platform escalations with professionalism and precision.

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Communicate difficult messages with empathy, effectively de-escalating challenging situations.

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• Maintain meticulous records of interactions and resolutions to track trends Social Media:

and outcomes.

Serve as a frontline ambassador on social media channels, swiftly addressing customer inquiries, comments, and concerns with enthusiasm and professionalism while ensuring a positive, professional presence that aligns with the company's brand values.

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Monitor and moderate online community discussions to maintain respectful and relevant interactions.

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Display comprehensive knowledge of products, services, and policies, providing expert-level support and guidance.

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Create and update community articles that serve as a comprehensive resource for customers, providing them with a one-stop solution that reduces the need for direct inquiries.

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CSS DISPUTE COORDINATOR 08/2022 to CURRENT

Hapag-Lloyd Atlanta, GA

Achieved high levels of customer satisfaction through empathetic listening, clear communication, and decisive action during the dispute resolution process.

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Liaised with customers, merchants, and financial institutions to gather necessary documentation for dispute resolution efforts.

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Provided expert guidance to colleagues regarding dispute handling procedures and best practices.

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Resolved disputes by effectively analyzing and interpreting complex information from multiple sources.

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Collaborated with cross-functional teams to streamline dispute resolution processes for increased efficiency.

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Reduced the likelihood of future disputes by proactively identifying areas that required clarification or further discussion among stakeholders.

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CALL CENTER REPRESENTATIVE 10/2021 to 08/2022

City Of Atlanta Atlanta

Placed and answered phone calls and listened to complaints, feedback, and feature requests for future improvement.

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Referred unresolved customer grievances to designated departments for further investigation.

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Investigated product concerns and communicated with departments to understand customer issues.

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• Met and exceeded daily service quality and performance goals. Received, entered, researched, responded to, and tracked in-person, telephone, email, and written citizen inquiries and complaints relating to city services.

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• Read and applied various documents such as maps, procedures and regulations to work situations.

SENIOR HELP LINE AGENT 12/2012 to 10/2021

Vacation Express Atlanta

Provided first-level support, to Reservations Agents, when customers called in regarding bookings.

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• Solved basic problems/issues.

Took escalated calls if Advisor could not solve problems from initial point of contact.

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Documented calls correctly into computer tracking system according to procedure.

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Initiated and organized projects while maintaining flexibility in answering all call center lines.

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Promoted plans by skillfully explaining features and advantages and turning objections around to complete sales.

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Participated in webinars and additional training to expand knowledge and skills.

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• Completed all assigned tasks prior to shift end.

• Followed established guidelines and procedures.

• Kept work area organized and clutter-free.

SENIOR TRAVEL ADVISOR 12/2012 to 10/2021

Vacation Express Atlanta

• Created tour and travel packages to cultivate inclusive client experiences. Coordinated and planned hotel, leisure, air, tour, and cruise travel arrangements.

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Increased travel sales through targeted recommendations and upselling techniques.

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Followed fare requirements, company rules, and international tariff requirements to build client packages.

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• Promptly responded to inquiries to promote professional client relations. Used proper industry terminology, codes, and procedures to give clients optimal service.

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• Helped clients resolve problems before, during, and after travel. Used promotional techniques and prepared related materials to sell itinerary packages.

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Handled all aspects of clients' bookings, including airfare and hotel accommodations.

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Educated customers about the local area to help them have enjoyable trips.

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Delivered personalized support to each client to meet their unique needs and travel desires.

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Promoted the travel incentives offered by various travel carriers to the agency's clients.

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Conversed with clients to determine destinations, financial considerations, and hotel and attractions preferences.

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Customized available packages to match the customer's financial means and required accommodations.

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Provided clients with complete itinerary and travel documents to give them smooth, positive experience.

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EDUCATION High School Diploma College Prep/Vocational Studies 06/1999 Booker T. Washington High School, Atlanta, GA

• Honors: Awarded Top JROTC Rank of Sergeant First Class (Sophomore)

• Graduated With Honors

• GPA: 3.6

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