Customer Service Experience

LaTonya Lassic

*********@*****.*** New Boston, MI 48164

SUMMARY

Dynamic customer service professional with extensive experience at Walmart.com, excelling in data analytics and conflict mediation. Proven track record of enhancing customer satisfaction through effective communication and problem-solving skills. Adept at utilizing CRM tools to streamline processes and improve service delivery, ensuring a positive customer experience. SKILLS

Social media support

Upselling products

Email etiquette

Empathy display

Chat support

CRM navigation

Call handling

Data entry

Conflict mediation

Time management abilities

Problem-solving abilities

Customer service

Software navigation

Organizational skills

Written communication

Microsoft office

EXPERIENCE

Virtual Customer Service Agent, Walmart.com, October 2019-January 2020 New Boston

Created reports summarizing customer interactions using data analytics tools. Provided customer service for clients through virtual chat and email platforms. Processed payments, refunds, exchanges, returns, cancellations, and credits in a timely manner.

Utilized various software programs to track customer data and trends in order to make informed decisions regarding service improvements. Responded promptly to client queries via phone calls or emails. Assisted customers with inquiries, product orders, and technical support issues. Developed strategies to enhance the overall customer experience. Conducted research to identify solutions and provide accurate information to customers. Monitored customer satisfaction levels and identified areas of improvement. Resolved customer complaints in a professional manner. Participated in training sessions designed to improve technical skills related to virtual service provision.

Ensured compliance with relevant regulations governing virtual services operations. Collaborated with team members to develop strategies for improving overall customer experience.

Provided guidance on system navigation techniques for customers who are new or unfamiliar with the platform used by the company's virtual services department. Updated knowledge base materials regularly based on changing industry trends. Administrator, Sanctuary Global Ministries, October 2014-September 2018 Detroit, Michigan

Managed office supplies inventory and placed orders when necessary. Assisted in the development of new administrative systems, procedures and policies. Maintained filing system for important documents such as contracts and invoices. Developed spreadsheets to track project progress, budgets and other related data. Performed basic bookkeeping tasks such as reconciling accounts receivable and payable. Prepared reports on various projects for management review. Created presentations with Microsoft PowerPoint for management team members. Performed data entry tasks into computer databases from paper documents. Responded promptly to customer complaints in a professional manner. Supported departmental activities by providing clerical assistance. Prepared presentations using Microsoft Office Suite applications. Updated databases with new employee information, job changes and terminations. Designed forms and templates to streamline workflow processes within organization. Provided general administrative support to staff members. Processed payroll information according to established guidelines. Answered incoming calls and responded to customer inquiries. Ensured that all paperwork was completed accurately before submission deadlines. Compiled data from multiple sources into comprehensive reports for management review. Monitored emails, sorted mail and distributed correspondence accordingly. Assisted with budget preparation and tracking of expenses. Provided technical assistance with computer hardware and software issues when needed. Coordinated meetings, conferences, travel arrangements. Processed payroll and managed employee records, ensuring compliance with legal requirements.

Improved office organization by developing filing system and customer database protocols. Answered telephones to take messages or redirect calls to appropriate colleagues. Coordinated scheduling and logistics for staff meetings and corporate events. Conducted performance evaluations and recommended training programs for staff development.

Followed up with customer accounts to resolve unpaid or past due accounts. Monitored payroll, credit card purchases and invoicing to prevent financial errors. Analyzed operational processes and recommended improvements to enhance efficiency. Implemented filing systems to improve document organization and retrieval. Customer Service, Summit Academy High School, August 2013-January 2016 Romulus, Michigan

Prepared daily activity reports summarizing activities related to customer support requests. Responded to customer emails and phone calls promptly, courteously, and professionally. Assisted customers with product installation, troubleshooting, and usage questions. Followed up with customers after issue resolution to ensure their satisfaction with the outcome. Participated in team meetings to discuss strategies for improving customer experience. Coordinated with third-party vendors when necessary for resolving escalated customer issues. Maintained up-to-date knowledge of company products, services, policies, and procedures. Developed strategies for improving customer service processes. Provided customer service assistance when requested. Provided customer service support to clients.

Developed customer service procedures, policies and standards for customer service department.

Managed customer service inquiries and complaints. Greeted customers and provided excellent customer service. Developed strategies for improving customer service standards. Handled customer service inquiries in an efficient manner while providing excellent customer service.

Collaborated with senior customer service staff to identify areas for improvement in the customer service process.

Maintained high standards of customer service.

Developed processes for improving customer service operations. Managed customer service inquiries, complaints, escalations. Provided customers with friendly customer service. Provided excellent customer service during transactions. Customer Service Cashier, Taylor Exemplar Academy, August 2010-August 2013 Taylor, MI

Prepared daily activity reports summarizing activities related to customer support requests. Responded to customer emails and phone calls promptly, courteously, and professionally. Assisted customers with product installation, troubleshooting, and usage questions. Assist customer with purchase of lunch and/or other food items. Account Manager, Georgia Brown's Gourmet Foods, August 2008-August 2010 Detroit, MI

Renewed existing accounts by building relationships with clients. Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.

Participated in brainstorming sessions to develop new ideas for business development initiatives.

Managed multiple accounts simultaneously while meeting deadlines. Presented product features and advantages to potential customers during sales meetings. Onboarded new team members to integrate into organization. Developed and maintained relationships with key accounts to ensure customer satisfaction. Listened to customer needs to identify and recommend best products and services. Resolved customer complaints in a timely manner.

Conducted market research to identify potential customers. Managed account receivables for assigned accounts, ensuring timely payments and minimizing bad debts.

Machine Operator, Chrysler Corp. (now Stellantis), June 1996-June 2002 Detroit, MI

Promoted efficient operation of production processes through careful control system monitoring

Documented daily production data and submitted accurate time logs to keep management up-to-date.

Adjusted machine settings according to production requirements. Unload finished products from machines onto conveyors or other transport systems. Identify areas where improvements can be made in terms of efficiency or cost savings. Load raw materials into machines according to specified measurements. Troubleshoot malfunctions in equipment or processes. Verified production orders prior to starting set-up. Keep detailed reports of maintenance activities performed on machinery. Comply with company policies regarding quality control procedures. Set up and operate machine tools to produce precision parts and instruments. Conducted regular safety audits to identify potential hazards or risks within working environment.

Inspect finished workpieces to ensure conformance with specifications. Perform periodic maintenance on machines such as cleaning and lubrication. Check products for accuracy using measuring instruments such as calipers, micrometers, gauges.

Monitor the feed and speed of machines during the machining process. Assisted with troubleshooting issues that arose with facility production processes. Maintain records of completed work and production data including volume produced and time required for each task.

Performed regular maintenance on machines to ensure optimal performance. Carry out regular safety checks on machinery prior to operation. Record production information such as quantities produced and materials used on daily logs. Observe machine operations to detect any problems or defects in the finished product. Replace worn tools, sharpen cutting tools, adjust machinery components. Adjust machine settings to complete tasks accurately. Prepared machine for production processes by equipping with required tools and parts. Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Worked with cross-functional teams to achieve goals. EDUCATION AND TRAINING

Associates of General Studies

Schoolcraft College, Livonia, MI May 2024

LANGUAGES

English:

Native/ Bilingual

REFERENCES

References available upon request.

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