Latanya Hawk
Cypress
Summary
Dynamic professional with over five years of experience seeking a Customer Experience role. Expertise in managing inbound calls, customer chat, dispute processes, and data entry within call center environments. Proven track record in customer support, including debit card inquiries, and enhancing customer satisfaction through effective communication and problem-solving skills. Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.
Overview
8
8
years of professional experience
Work History
Customer Support
Southwest Airlines
Houston
03.2019 - 03.2024
- Resolved customer inquiries across various communication channels, effectively managing booking modifications and cancellations.
- Addressed and resolved customer complaints, maintaining a high standard of service and professionalism.
- Managed the entire process of lost baggage claims, ensuring efficient recovery and delivery to enhance customer satisfaction.
- Mentored and trained new team members, providing continuous support to maintain service quality standards.
Support Specialist
Emergency Housing Respite Program Mental Health Association
Springfield
11.2015 - 08.2021
- Developed and implemented monthly staffing rosters, and validated weekly timesheets, ensuring optimal team performance.
- Conducted comprehensive team training sessions, enhancing staff knowledge and compliance with health standards.
- Administered financial responsibilities, including budget reconciliation, petty cash management, and banking transactions.
- Collaborated with state agencies to achieve client-specific goals and supported residents in securing social services, employment, and permanent housing solutions.
Family Specialist/Case Worker
New England Farm Workers Council
Springfield
10.2017 - 10.2019
- Assisted families in securing stable housing by supporting apartment searches, employment opportunities, educational training, and childcare coordination.
- Conducted budget management workshops, resulting in participants achieving an average of 30% income savings for re-housing purposes.
- Developed financial recovery strategies for clients facing evictions and utility debts, and facilitated applications for public assistance programs such as state insurance and EBT.
Education
Phlebotomy - Phlebotomy Certification #K3L7C5B3
Smithwood Medical
01.2024
Skills
- Excellent Communication
- PC Literate
- Interpersonal Skills
- Customer Service Skills
- Organizational Skills
- Teamwork
- Performance Competencies
- Stress Management
- Customer Service
- Knowledge of Housing Regulations
- Problem-solving
- Multi-tasking
- Communication Skills
- Work Ethic
- Attention To Detail
- Time Management
- Customer service
- Conflict resolution
- Data entry
- Team building
- Housing assistance
- Problem solving
- Process improvement
- Communication skills
- Client advocacy
- Time management
Timeline
Customer Support
Southwest Airlines
03.2019 - 03.2024
Family Specialist/Case Worker
New England Farm Workers Council
10.2017 - 10.2019
Support Specialist
Emergency Housing Respite Program Mental Health Association
11.2015 - 08.2021
Phlebotomy - Phlebotomy Certification #K3L7C5B3
Smithwood Medical
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