Customer Service Advocate
Resume:
Latisha Cooksey
SUMMARY
Dynamic Customer Service Advocate with ACG/AAA, skilled in technical consultation and adept at issue resolution. Enhanced customer satisfaction ratings through effective communication and strategic upselling. Proven ability to maintain detailed documentation and foster strong customer relationships, ensuring a seamless experience and high-quality support. Talented customer service professional skilled at managing incoming and escalated customer calls, emails and texts with knowledgeable, friendly service. Highly experienced with processes with talent for identifying and addressing trends in caller issues. Good interpersonal, communication and problem-solving abilities.
EXPERIENCE
ACG/ AAA - CustomerService Advocate
Heathrow, FL • 07/2024 - Current
Recorded detailed notes in customer accounts for future reference and follow-up.
Advised customers on product features, technical specifications, installation processes.
Maintained thorough and detailed documentation of customer interactions and outcomes.
Consulted with customers to discuss concerns and offer detailed information.
Updated system with order specifics and customer details, preferences, and billing information.
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Assisted customers in navigating the company website for answers to commonly asked questions.
Identified opportunities to upsell additional products or services based on customer needs.
Engaged with customers and worked to resolve product and service issues.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Responded to many daily requests for information.
Maintained a high level of professionalism when interacting with customers.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
CONTACT
****************@*****.***
Houston, TX 77388
WWW: Bold Profile
SKILLS
Customer documentation
Product upselling
Technical consultation
Issue resolution
System updates
Customer relationship management
Website navigation
Computer proficiency
Appointment setting
Complaint resolution
Member support
High-energy attitude
Recordkeeping strengths
EDUCATION AND TRAINING
Associate of Arts
Mid America Christian University
Oklahoma City, OK • 2017
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