Erika Lattimore
Fairburn,GA
Summary
Enthusiastic client services professional with strong background in quality assurance. Dependable achiever committed to holding the highest ethical standards and maintaining customer trust. Equipped at leading and coaching effective teams that assures quality customer interaction and retention. Creative and a dynamic problem solver with proven expertise in consistently delivering above expectations.
Overview
9
9
years of professional experience
Work History
Economic Support Specialist
State of Georgia
Atlanta, GA
04.2024 - Current
- Conducted interviews with applicants to obtain necessary documentation and verify income levels.
- Processed applications, reviewed records, and determined appropriate benefits in accordance with applicable regulations.
- Maintained case files, entered data into automated systems, and monitored client accounts.
- Assisted clients with the completion of forms related to their cases.
- Provided customer service by responding to inquiries from clients regarding benefit determination or eligibility status.
- Investigated discrepancies between reported incomes and other sources of income.
Quality Assurance Lead
Amazon
Remote
10.2020 - 01.2023
- Performed an average of 60+ quality assessments a month on the CS team covering phone, chat, email and social media engagements
- Developed a remote training course focusing on product knowledge and delivering customer service with soft/personable skills while following policies, decreasing turnover by 20%
- Documented and updated SOPs and call documentation into CRM
- Executed and developed methods to obtain post-production product feedback from customers for business review meetings
- Analyzed team performance and identified opportunities for additional training, resulting in stronger staff development and increased productivity by 50%.
CS Training Lead
Amazon
Hybrid
04.2018 - 10.2020
- Interviewed, hired, and coordinated training of 40+ new team members
- Assisted in escalated customer problems via phone, email, and live chat
- Developed a remote training course focusing on product knowledge and delivering customer service with soft/personable skills while following policies, decreasing turnover by 20%
- Coached, motivated & counseled staff on performance including administering disciplinary action when necessary
- Communicated performance expectations and monitored performance plans
- Participated in project meetings, created new processes and procedures, and trained agents accordingly.
Order Resolution Specialist
Amazon
Kennesaw GA
04.2017 - 04.2018
- Handled high volume (130+) inbound calls, chats and emails to facilitate customer service
- Fielded customer complaints and queries, fast-tracking for problem resolution in Jira
- Upheld quality control policies and procedures to increase customer satisfaction
- Managed third party inventory via seller central to minimize order cancellation rate
- Enrolled 3000+ new members to Amazon Business program and advised on current promos
- Reorganized and streamlined drop ship vendor onboarding process which led to 25% decrease in escalations.
Commercial Team CSR
Roto Rooter Drain & Plumbing
Linthicum MD
02.2015 - 08.2016
- Served as the main liaison between customers, dispatchers, management and sales team
- Documented customer correspondence in CRM to track requests, problems and solutions
- Handled daily heavy flow of paperwork/emails and cooperated with the accounting departments on invoicing
- Contributed to annual branch sales of $3.3 million per week as a part of the commercial team
- Developed reputation as an efficient service provider with high levels of accuracy.
Education
Pharmacy Technician - Pharmacy Technician Program
Tesst College Of Technology
Baltimore, MDHigh School Diploma -
Glen Burnie High School
Glen Burnie, MDSkills
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- LiveChat
- Microsoft Office
- Caseload Management
- Task Prioritization
Timeline
Economic Support Specialist
State of Georgia
04.2024 - Current
Quality Assurance Lead
Amazon
10.2020 - 01.2023
CS Training Lead
Amazon
04.2018 - 10.2020
Order Resolution Specialist
Amazon
04.2017 - 04.2018
Commercial Team CSR
Roto Rooter Drain & Plumbing
02.2015 - 08.2016
Pharmacy Technician - Pharmacy Technician Program
Tesst College Of Technology
High School Diploma -
Glen Burnie High School
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