Customer Service Quality Assurance

LATASHA SHAW

Smyrna, GA 678-***-**** *****.*****@*****.***

CAREER SUMMARY

Highly motivated and dependable professional with extensive expertise in fast-paced environments, known for delivering exceptional client relations and service satisfaction. Proven success in compliance, administrative support, and leadership. Adept at improving processes and executing results with a focus on quality assurance.

PROFESSIONAL EXPERIENCE

●Fiserv – Remote

●Community Financial Institutions Merchant Services

●Client Experience Manager

●December 2021 – October 2025

- Provided frontline support and resolution for financial institutions, maintaining compliance with industry regulations.

- Lead and coach a support team to meet service level agreements (SLAs) and performance goals.

- Act as escalation point for client issues, ensuring timely resolution and client satisfaction.

- Coordinate with cross-functional teams to implement process improvements and system enhancements.

- Monitor team performance metrics and deliver regular reports to senior leadership.

●Travelport – Atlanta, GA

●Customer Service Representative – Night Shift

●December 2022 – April 2024

- Provided late-shift support using the Apollo/Smartpoint system for travel booking, ticketing, and pricing resolutions.

- Assisted clients and travel agents with high-volume inquiries, maintaining consistent service excellence.

- Handled escalated travel issues with professionalism, ensuring timely and accurate solutions.

- Maintained up-to-date knowledge of system changes, fare rules, and travel regulations.

●Crest Wine and Spirits – Stonecrest, GA

●Manager/ Customer Service Cashier

●December 2021 – March 2023

- Delivered exceptional customer service by assisting patrons with purchases, product knowledge, and inquiries.

- Operated POS systems to process cash, credit, and debit transactions accurately and efficiently.

- Maintained store appearance and merchandising standards through inventory organization and shelf restocking.

- Ensured compliance with legal age verification and store policies for alcohol sales.

- Orchestrated wine and spirits tastings in collaboration with local vendors to promote new products and enhance customer engagement.

CERTIFICATIONS

- Cisco Certified

EDUCATION

Associate Degree in Computer Information Technology

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