LATRENA WESLEY
Magnolia,AR
Summary
Results-driven Customer Service Representative with experience in high-volume, remote contact center environments. Expertise in managing inbound and outbound communications, resolving account and billing inquiries, and accurately documenting interactions. Proven capability to meet performance targets and adapt to new platforms while providing professional, solution-oriented support.
Overview
10
10
years of professional experience
Work History
Customer Service Representative (Remote)
Arise
, United States
08.2024 - 01.2026
- Delivered inbound customer support for multiple client programs in remote call center environment, ensuring customer satisfaction.
- Managed customer inquiries through phone and chat support channels.
- Resolved customer account questions, service inquiries, billing concerns, and general support needs to enhance client experience.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Navigated multiple systems to document interactions accurately in CRM systems, consistently meeting quality and productivity metrics.
Customer Service Representative (Remote)
Amazon
, United States
01.2023 - 04.2024
- Assisted customers with order inquiries, account access, billing questions, and service issues to ensure satisfaction and retention.
- Handled high-volume inbound customer contacts via phone and digital channels, maintaining positive customer experiences.
- Researched and resolved concerns using multiple systems, documented interactions in CRM platforms, and consistently met performance standards.
Store Manager
AT&T
Magnolia, AR
12.2019 - 01.2023
- Led daily store operations while maintaining strong customer service standards
- Coached and supported team members to achieve sales and performance goals, enhancing overall store performance
- Resolved escalated customer issues related to billing, service, and devices, improving customer satisfaction and retention
- Tracked performance metrics to ensure compliance with company policies and identify areas for improvement
- Maintained accurate records and supported operational reporting
- Conducted recruitment and training for new employees to enhance team capabilities.
Sales Representative
AT&T
Magnolia, AR
09.2015 - 12.2019
- Guided customers in selecting wireless products, service plans, upgrades, and managing account changes.
- Listened to customer needs to identify and recommend best products and services.
- Clarified billing and promotions, resolved service and billing issues, achieved sales and customer satisfaction goals, and fostered trust through active listening and effective problem-solving.
- Utilized CRM systems to track customer interactions and sales activities accurately.
- Welcomed customers at store entrance to enhance shopping experience. to foster positive experiences.
- Provided technical support for customers using the company's products or services.
Education
High School Diploma -
Magnolia High School
MagnoliaSkills
- Phone & Chat Customer Support
- Inbound & Outbound Call Handling
- Account & Billing Inquiries
- CRM & Ticketing Systems
- Multitasking Across Multiple Screens
- Call Documentation
- De-escalation
- High-Volume Call Center Support
- Remote Work Tools
- Microsoft Office
- Cloud-Based Platforms
Remote
United States
Timeline
Customer Service Representative (Remote)
Arise
08.2024 - 01.2026
Customer Service Representative (Remote)
Amazon
01.2023 - 04.2024
Store Manager
AT&T
12.2019 - 01.2023
Sales Representative
AT&T
09.2015 - 12.2019
High School Diploma -
Magnolia High School