LADORIS POPE
Fort Worth,TX
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
06.2022 - 08.2023
- Handled approximately 30 incoming calls from customers inquiries courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Researched and identified solutions to technical problems.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
Early Childhood Teacher
All Stars Early Learning Center
12.2021 - 05.2022
- Observed children to identify individuals in need of additional support, developed strategies to improve assistance.
- Maintained well-controlled classrooms of 20 children by clearly outlining standards, reinforcing positive behaviors.
- Educated students in foundational concepts such as shapes, numbers and letters.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Applied play-based strategies to provide diverse approaches to learning.
- Enhanced student comprehension by incorporating hands-on activities and interactive learning experiences.
- Provided individualized support to struggling students through targeted instruction and one-on-one tutoring.
- Established positive classroom environment by setting clear expectations and promoting respect among students.
Customer Service Specialist
Bayard Photography
01.2018 - 01.2020
- Addressed customer complaints, mitigated dissatisfaction by employing timely on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Managed approximately 40 incoming calls, emails, and faxes per day from customers.
- Enhanced customer satisfaction by resolving issues promptly, professionally.
- Managed high call volume while maintaining courteous and professional demeanor.
Program Coordinator
Tarrant County College
04.2014 - 09.2017
- Developed and maintained relationships with external partners to facilitate program operations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Collaborated with other program coordinators to achieve consistency in program objectives and services.
- Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
- Mentored 15 homeless students per semester to assist with developing life skills
Customer Service Manager
Cotton Club Casino
01.2003 - 01.2009
- Resolved 50+ customer complaints per day while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created customer support strategy to increase customer retention.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved casino operations by streamlining processes and implementing efficient systems.
- Managed team of 50+ employees, ensuring optimal performance and productivity.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Managed team of customer service representatives, fostering positive work environment focused on teamwork and collaboration.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in timely manner.
- Optimized workflow processes to maximize efficiency while maintaining unwavering commitment to client satisfaction.
Education
BACHELOR OF SCIENCE DEGREES - Psychology
Texas Wesleyan University
Fort Worth, TX2014
Associates of Science -
Tarrant County College
Fort Worth, TX2012
Skills
- Customer Service
- Multitasking and Time Management
- Confidentiality and Data Protection
- Research and Analytical Skills
- Professional and Courteous
- Schedule Management
- Operating Systems
- Continuous Learning
- Software Knowledge
- Critical Thinking
- Team Collaboration
- Adaptability
- Technical Troubleshooting
- Problem Solving
- Conflict Resolution
- Remote Support
Timeline
Customer Service Representative
Verizon Wireless
06.2022 - 08.2023
Early Childhood Teacher
All Stars Early Learning Center
12.2021 - 05.2022
Customer Service Specialist
Bayard Photography
01.2018 - 01.2020
Program Coordinator
Tarrant County College
04.2014 - 09.2017
Customer Service Manager
Cotton Club Casino
01.2003 - 01.2009
BACHELOR OF SCIENCE DEGREES - Psychology
Texas Wesleyan University
Associates of Science -
Tarrant County College