Customer Service Call Center

La'Tavia Roberts

Customer Service / Call Center Professional

Resides: Cape Coral, Florida 33990

Cell: 786-***-****

Email: *********@*******.***

An experienced customer service representative with expertise in call centers, developing protocols, and boosting customer acquisition by 30%. Has worked across various industries, including education, finance, eCommerce, and insurance. Known for a strong work ethic, reliability, and a professional, friendly telephone manner. Open to both contract and permanent customer service roles, with solid PC and typing skills.

Soft and Hard Skills

Virtual CSR

Customer Experience Specialist

Logistics Coordinator

IT Support Associate

Business Analyst

Online Operations Agent

Work Experience

Remote Call Center Agent

FTI Consulting (For USAA Insurance)

(November 2024 – March 2025)

Working in a busy Call Center for claims

Dealing with inbound calls, emails and Chat

Amazon Connect call logging

Hybrid Administrator (part time)

Starlight Development Center

Florida

(January 2016-Present)

Managing day-to-day business and administrative operations including office functions, facilities coordination, records management, and communications

Remote Customer Service Specialist

Nations Benefits

Florida

(September 2023-March 2024)

Handled processing customer orders, ensuring accuracy

Provided responsive and professional customer service

Handled processing of 510+ customer orders, ensuring accuracy while reducing time-to-order fulfilment by 1+ business days.

Provided responsive and professional customer service to all inbound calls.

Collaborate with compliance with provider issues

Teacher

Small Kids Academy

Florida

(June 2015-June 2019)

Creating daily lesson plans

Overseeing learning activities

Customer Service Coordinator

American Express

Florida

(February 2006 to August 2012)

Managed detailed knowledge of various card products.

Managed team of 8+customer service employees, providing peer mentorship and guidance

Established customer complaint protocols, reducing time-to-resolution by 35% and increasing the rate of customer satisfaction

Developed and maintained detailed knowledge of 55+products, enabling immediate answers to customer inquiries about card benefits

Provided immediate answers to customer inquiries about card benefits.

Education

Miami Jackson Senior

High School Diploma

Contact this candidate