Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Work Availability
Quote
Timeline
AssistantManager
LaTrice Cusic

LaTrice Cusic

Senior Customer Support Analyst
Jacksonville,FL

Summary

Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 26 years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base. Knowledgeable and dedicated with extensive experience in customer support. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed and process optimization. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.

Overview

26
26
years of professional experience

Work History

Senior Customer Support Analyst

AT&T Inc.
Fleming Island, FL
07.2019 - 12.2022
  • Supported telecommunication needs and services billed for State of California customer base billed contracted rates as stated on their specialized contract.
  • Created smooth onboarding processes to introduce new customers to dedicated contract support analyst and gain access to online billing.
  • Led professional and thorough orientation sessions, guided customers through online portal set up, instructed how to view/print invoices, manage services billed and locate contractual terms and pricing information.
  • Maintained dedicated internal and external client data base of Local Government, Education and medical customers.
  • Promoted customer confidence by validating contractual accuracy through first bill analysis and explanation.
  • Assisted customer in setting up online portal to view, manage services and print.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints.
  • Documented problems and corrective actions to maintain records
  • Assisted sales team by creating and maintaining supporting data files.
  • Matched appropriate resource to customer requirements to quickly address and resolve concerns, boosting satisfaction.
  • Proactively followed up with customers to offer additional support and check resolution satisfaction.
  • Processed timely and accurate account maintenance updates, keeping all records current, accurate and compliant.
  • Personalized client interactions to drive loyalty and enhance solution implementation
  • Supported company revenue growth by 30% Identifying leads and generating sales.
  • Assisted sales team by creating and maintaining supporting data files.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Partnered with sales, operations and field service teams to coordinate solutions.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

Customer Sales and Service Associate

AT&T Inc.
Sacramento , CA
04.1997 - 07.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Responded to customer calls and emails to answer questions about products and services.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Provided product and service recommendations to guide customers on products to meet varying needs.
  • Increased revenue by cross-selling and upselling products and services.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Cross-trained and provided backup support for organizational leadership.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Implemented and developed customer service training processes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Cross-trained and backed up other customer service managers.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Documented problems and corrective actions to maintain records.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints.

Education

Ph.D. - Christian Counseling

Sacramento Theological Seminary College
Sacramento, CA
05.2013

Master of Arts - Master of Religious Study

Sacramento Theological Bible College
Sacramento, CA
05.2011

Bachelor of Arts - Bachelor of Theology

Sacramento Theological Bible College
Sacramento, CA
05.2009

Associate of Arts - Business Administration

Trainco Business College
Hammond, IN
06.1988

Skills

  • Customer service
  • Communication
  • Problem resolution
  • Relationship development
  • Highly organized
  • Detail oriented
  • Complex Issues Management
  • Customer Support Needs Assessment
  • Knowledge Base
  • Strategic Alliance
  • Customer Relationship Management
  • Customer Implementation Support

Accomplishments

  • Collaborated with the State of California Executive Sales Team team in the development and implementation of the St of California Telecommunication Contract.
  • Used Microsoft Excel to develop inventory tracking spreadsheets that were implemented throughout the St. of California and became standard for all contracted services.
  • Implemented a customer onboarding process for St. of California Local Government, Education and Medical customers
  • Received the AT&T Service Excellence Award from 2015 through 2022.

Affiliations

  • Toastmasters

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

To become the best version of one's self, one must be willing to become. Transforming~Evolving~Becoming
I Am La'Trice

Timeline

Senior Customer Support Analyst

AT&T Inc.
07.2019 - 12.2022

Customer Sales and Service Associate

AT&T Inc.
04.1997 - 07.2019

Ph.D. - Christian Counseling

Sacramento Theological Seminary College

Master of Arts - Master of Religious Study

Sacramento Theological Bible College

Bachelor of Arts - Bachelor of Theology

Sacramento Theological Bible College

Associate of Arts - Business Administration

Trainco Business College

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LaTrice CusicSenior Customer Support Analyst