LaVonna Ross
San Diego,US
Summary
Customer service professional seeking a customer service or office administrative position. Knowledgeable in office administration, inbound call center operations, customer service, computer software, which includes Microsoft Office Suite, Google Office Suite. Also using internal CRM programs, such as MCC and also operated PBX software and Observe Al.
Overview
6
6
years of professional experience
Work History
Customer Experience Representative
Intelicare Direct
04.2022 - 07.2023
- Meeting customer needs and providing solutions to retain them
- Maintaining and updating customer records
- Increasing product usage and customer satisfaction
- Achieving quality and performance standards
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Set up and activated customer accounts
- Educated customers on special pricing opportunities and company offerings
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Consulted with customers to resolve service and billing issues.
Customer Service Representative
TAX PRODUCTS GROUP
12.2021 - 03.2022
- Handled inbound customer service complaints and questions from variety of customers
- Properly directed inbound calls in queues to improve call flow
- Accurately resolved customer service complaints and appropriately answered questions
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Customer Service Representative
Intelicare Direct
06.2019 - 03.2021
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Set up and activated customer accounts
- Educated customers on special pricing opportunities and company offerings
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Consulted with customers to resolve service and billing issues.
Customer Service Associate
LPL Financial
01.2018 - 08.2018
- Supported internal business partners with Managed Accounts and to support system enhancements and testing, resolve escalations and adapt to process changes
- Processed client service requests such as address changes, account updates, check distribution requests and deposits
- Ensured compliance with regulatory requirements and adapt to regulatory changes while processing mail
- Effectively assisted operational partners with processing tasks and quality control processes to ensure operational tasks are completed correctly on a daily basis
- Consulted with customers regarding needs and addressed concerns.
Call Center Representative
Tax Products Group
01.2017 - 12.2017
- Handled inbound customer service complaints and questions from a variety of customers
- Properly directed inbound calls in queues to improve call flow
- Accurately resolved customer complaints and appropriately answered questions.
Education
Some college (No degree) -
San Diego City College
San Diego, CAHigh School Diploma -
Mark Twain High School
San Diego, CA06.1994
Skills
- Customer service excellence
- Customer Service Data Entry
- Client-focused professional with over 10 years' experience working in a busy office with a diverse population
- Experience Call Center Agent who can efficiently process a large volume of calls in a day
- Attained a 97% customer satisfaction level through demonstration of highly effective problem resolution
- Microsoft Office Suite until switching over to the entire Google Office Suite Also using internal CRM programs, such as MCC and also operated PBX software, which was Intelicare Direct phone systems We also used Al Technology called Observe Al
- Effective Communication Skills
- Upselling Products and Services
- Call Documentation
- Order and Refund Processing
- 35-40 wpm Typing Speed
Timeline
Customer Experience Representative
Intelicare Direct
04.2022 - 07.2023
Customer Service Representative
TAX PRODUCTS GROUP
12.2021 - 03.2022
Customer Service Representative
Intelicare Direct
06.2019 - 03.2021
Customer Service Associate
LPL Financial
01.2018 - 08.2018
Call Center Representative
Tax Products Group
01.2017 - 12.2017
Some college (No degree) -
San Diego City College
High School Diploma -
Mark Twain High School