Laetitia Pillah
Noblesville,IN
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
20
20
years of professional experience
2
2
years of post-secondary education
Work History
Customer Care Analyst
Roche Diagnostics
12.2011 - Current
- Delivered exceptional technical support to ACCU-CHEK customers, addressing and resolving several concerns monthly, resulting in a remarkable increase in customer satisfaction.
- Proficiently managed SAP customer accounts, reducing data entry error and streamlining processes for heightened efficiency.
- Identified and resolved product issues, elevating successful resolution rates and enhancing customer satisfaction.
- Proactively engaged customers through callbacks, resolving concerns, assisting with Care mail processing, customer callbacks, troubleshooting via email, and addressing diverse requests.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention, while also providing excellent customer care, responding to requests, assisting with product selection, and handling ordering functions.
Accounting Clerk (Internship)
Arise Health Clinic
05.2022 - 11.2022
- Verified and processed invoices accurately, significantly reducing payment discrepancies
- Conducted data entry, improving data integrity and streamlining financial reporting processes
- Efficiently managed financial records, enhancing record-keeping efficiency, and reducing retrieval time during audits.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
Teller - Head Teller
Citibank
01.2004 - 10.2011
- Conducted financial transactions with meticulous attention to accuracy and integrity, ensuring compliance with banking standards
- Fostered and maintained client relationships, providing tailored financial recommendations and services to meet diverse client needs
- Excelled in data entry, reconciliations, and financial record maintenance, ensuring precision and compliance with regulations
- Managed credit and loan transactions accurately, gaining expertise relevant to accounting roles.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
Education
Bachelor of Science - Business Information System
Bowie State University
Bowie, MDMaster of Science - Accounting
Purdue University Global
09.2021 - 10.2023
Skills
- Attention to Detail
- Data Entry and Accuracy
- Reconciliation
- Organizational Skills
- Microsoft Excel (Advanced)
- SAP
- Salesforce
- Problem-solving skills
- Time management
- Communication skills (written and verbal)
- Excel
- Word
- French Fluency
Timeline
Accounting Clerk (Internship)
Arise Health Clinic
05.2022 - 11.2022
Master of Science - Accounting
Purdue University Global
09.2021 - 10.2023
Customer Care Analyst
Roche Diagnostics
12.2011 - Current
Teller - Head Teller
Citibank
01.2004 - 10.2011
Bachelor of Science - Business Information System
Bowie State University