Customer Service & Tech Support Specialist

Letosha Herrod

*******@*******.*** 480-***-**** Phoenix, AZ

SUMMARY

Seasoned professional with 10 years of customer service experience. Excelled in resolving technology issues, ensuring first-contact resolution, and Managing customers concerns with empathy. Seeking a Customer Service Agent role to leverage expertise in account management, payment solutions, and customer support Used Computer programs such as Microsoft Word for note taking, Excel for creating spreadsheets to record my track records or quota for that day and outlook for company email. I also used Salesforce, Ring Central, Okta, CRM, IVR, Workforce Management, Zendesk, Avaya

WORK EXPERIENCE

BMO Bank Collections Representative 2 Sept 2024 – Nov 2025

• Recorded customer payments and ensured accurate processing of cash and check transactions to meet established performance benchmarks.

• Coordinated with internal departments to provide counsel and assistance to customers, facilitating the selection of optimal payment solutions for credit card and loan arrears.

• Conducted inbound and outbound calls to negotiate payment arrangements with delinquent account holders, maintaining meticulous records of account statuses and collection activities.

Bank of America Merchant Services Customer Service Agent Jan 2020 - Jul 2024

• Resolved a broad range of technology issues, including network connectivity, hardware and software malfunctions, and credit card terminal and POS system integration.

• Troubleshot mobile POS network problems, ensuring seamless connectivity between tablets, printers, and LAN/WAN devices.

• Provided expert guidance on mobile POS software usage, delivering effective 'How To' solutions and quick fixes for customer inquiries.

• Ensured a high rate of first-contact resolution, managed customer concerns with empathy, and escalated issues in compliance with bank policies.

EDUCATION Palo Verde High School

General Studies

May 1998

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