Laquetta Culton
Kansas City,MO
Summary
With a knack for workload management and effective communication, I consistently exceeded performance metrics, fostering a results-driven environment and mentoring teams towards operational excellence. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
25
25
years of professional experience
Work History
Contact Center Representative
Internal Revenue Service, IRS
10.2016 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions within the confines of basic tax law..
- Participated in regular team meetings, sharing insights on common issues faced by taxpayer's for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Exceeded performance metrics by consistently maintaining high-quality interactions with taxpayer's.
- Maintained detailed records of taxpayer interactions, ensuring accurate documentation for future reference.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Delivered exceptional customer service to every taxpayer by leveraging extensive knowledge of reference material and creating welcoming, positive experiences.
- Delivered prompt service to prioritize taxpayer's needs.
- Cross-trained and provided backup support for organizational leadership.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Worked closely with Tax Advocates to assist taxpayer's that are experiencing economic hardship due to the operational delays.
Customer Service Representative
Spectrum
03.2014 - 10.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Technical Support Representative
Cox Communications
07.2012 - 12.2013
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
- Assisted in creating a knowledge base of common issues and resolutions for use within the support team.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Service Representative
T-Mobile
06.2005 - 10.2011
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Senior Account Specialist
AFCO Credit
08.1999 - 11.2004
- Developed customized proposals that effectively communicated the value of the company''s offerings and addressed clients'' specific pain points, resulting in increased win rates.
- Mentored junior team members, fostering a collaborative work environment and promoting skill development.
- Managed high-value accounts with exceptional attention to detail, ensuring all deliverables met or exceeded expectations.
- Completed routine and complex account updates to resolve problems.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Set up new customer accounts and updated existing profiles with latest information.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Prepared and submitted timely invoices, statements and payment reminders for customers.
- Identified potential risks within accounts, implementing preemptive measures to mitigate negative impacts on business operations.
Education
No Degree - Psychology Major
University of Central Arkansas
Conway, ARHigh School Diploma -
Westport Sr Highschool
Kansas City05.1990
Skills
- Complaint resolution
- Workload Management
- Problem-solving skills
- Verbal and written communication
- Account updating
- Inbound phone calls
- Appointment Scheduling
- Account Management
- Quality Assurance
- Documentation And Reporting
- Customer Service
Timeline
Contact Center Representative
Internal Revenue Service, IRS
10.2016 - Current
Customer Service Representative
Spectrum
03.2014 - 10.2015
Technical Support Representative
Cox Communications
07.2012 - 12.2013
Customer Service Representative
T-Mobile
06.2005 - 10.2011
Senior Account Specialist
AFCO Credit
08.1999 - 11.2004
No Degree - Psychology Major
University of Central Arkansas
High School Diploma -
Westport Sr Highschool