Customer Service & Data Entry Specialist with 9+ years of experience

HYDAYA J. LADSON

ABOUT ME

Experienced and detail-oriented Customer Service & Data Entry Specialist with over 9 years of expertise in handling high-volume inbound calls, resolving customer inquiries, and performing accurate data entry. Skilled in CRM platforms, ticketing systems, and multi-line phone systems. Proven ability to manage 60–80+ customer interactions daily while maintaining 99% positive feedback, organizing over 30-70 detailed documents daily. Adept at balancing efficiency, accuracy, and professionalism in fast-paced environments.

334-***-**** *********@*****.*** Phenix city, Al

PROFESSIONAL EXPERIENCE

Customer Service Representative

TSYS Payment Solutions – January 2022 to Present

• Handle 60–80 inbound calls daily regarding credit/debit transactions, billing disputes, and account inquiries.

• Maintain 99% positive customer satisfaction rating by providing efficient resolutions.

• Accurately input and update customer data in CRM and ticketing systems.

• Collaborate with cross-functional teams to escalate and resolve complex account issues.

• Process sensitive financial data with accuracy and compliance to PCI regulations. Data Entry Clerk (Contract)

Beacon Hill Staffing – February 2021 to October 2021

• Entered and verified high-volume data into proprietary systems with 98% accuracy.

• Reviewed, corrected, and formatted data sets for internal reporting.

• Supported client services team by generating reports and organizing digital records.

• Applied problem-solving skills to identify discrepancies and prevent data errors. Customer Service Representative

Concentrix – January 2020 to February 2021

• Provided phone and email support for client accounts, handling 70+ daily inquiries.

• Logged customer concerns into ticketing system and ensured timely follow-up.

• Trained new hires on call handling, CRM usage, and compliance protocols.

• Improved team resolution rate by 15% through effective troubleshooting. Customer Service Representative

Global CallCenter Solutions – May 2019 to January 2020

• Handled inbound and outbound calls, processing payments and assisting with account updates.

• Resolved customer disputes by providing clear and accurate information.

• Updated account information and documented interactions with attention to detail.

• Consistently exceeded performance metrics for call handling time and accuracy. Cashier

Sandhill Exchange – December 2017 to April 2019

• Processed cash, credit, and debit transactions with speed and accuracy.

• Balanced cash drawers daily, ensuring 100% accuracy.

• Provided excellent customer service and resolved transaction-related concerns. Cashier

Walmart Supercenter – September 2016 to July 2017

• Assisted 100+ daily customers with purchases, returns, and inquiries.

• Ensured accuracy in cash handling and credit card transactions.

• Provided efficient service in a high-volume retail environment. HYDAYA J. LADSON

EDUCATION

Virginia College – Associate’s Degree, Business Certified Cosmetologist (2020) Central High School – Phenix City, AL

• Graduated with Honors (2016)

• Secretary, Business Club

334-***-**** *********@*****.*** Phenix city, Al

TECHNICAL SKILLS

• CRM & Ticketing Systems (Zendesk, Salesforce, Freshdesk)

• Data Entry Software (Excel, Google Sheets, Proprietary Platforms)

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

• Typing Speed: 65+ WPM Accuracy: 98%

• Social Media & Digital Communication Tools

• Navigating through PC and/or automated processing systems

• Ability to multi-task using multiple applications simultaneously

• Strong organizational skills and attention to detail

• Critical thinking and problem solving skills

• Performing mathematical calculations including adding, subtracting, percentages, etc.

• Adept at explaining complex information in a simple, customer-friendly manner

• Experienced in managing KPIs such as call handling time, first-call resolution, and quality scores.

• Dependable and punctual, with a strong work ethic

• Skilled in maintaining confidentiality and professional workplace etiquette

CORE COMPETENCIES

• Data Entry & Accuracy (65+ WPM, 98% accuracy)

• Customer Relationship Management (CRM) Systems

• Ticketing & Case Management Platforms

• Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

• Conflict Resolution & Call De-escalation

• Multi-Line Phone Systems & Email Support

• Time Management & Prioritization

• Financial Transactions & Payment Processing

• Online Data Collection & Document Creation

• Social Media & Digital Communication Tools

References

Available upon request

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