Latarsha Tyes
Montgomery,AL
Summary
Goal-oriented professional with extensive experience in dedicated customer service. Remains highly poised, positive and confident to thrive in fast-paced environment. Focused on continual self-improvement to professionally represent company.
Overview
26
26
years of professional experience
Work History
Relief Manager
Waffle House
Montgomery, AL
01.2019 - Current
- Provided guidance and support to staff members in all departments while relieving senior managers.
- Organized team building activities designed to foster collaboration among team members.
- Created detailed reports outlining progress on projects, budget projections, staffing needs.
- Developed strategies to ensure all customer service operations were running smoothly and efficiently.
- Analyzed financial data to identify areas where cost savings could be achieved without compromising quality standards.
- Implemented operational processes designed to streamline workflow, improve efficiency, and reduce costs.
- Performed daily inspections of the facility to identify any potential safety concerns or operational problems.
- Investigated incidents involving customers or staff members in order to determine root causes.
- Managed day-to-day operations in accordance with established budgets and timelines.
- Monitored employee attendance records on a weekly basis and took appropriate action when needed.
- Maintained accurate records of inventory levels for all departments within the facility.
- Assigned work and monitored performance of project personnel.
Chat Support Representative
Hire Dynamics
Montgomery, AL
01.2005 - 02.2019
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Provided technical assistance to customers through online chat or telephone support.
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
- Identified potential opportunities to improve customer experience by suggesting additional products or services.
- Ensured compliance with company policies and procedures when dealing with customers.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Answered customer inquiries regarding product features, pricing plans and orders.
- Monitored chat queues for incoming requests from customers requiring assistance.
- Performed quality assurance checks on completed tickets to ensure accuracy of information provided to customers.
- Reported any potential problems or bugs encountered while providing support.
- Provided feedback on current processes and procedures based on customer interactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Updated system with order specifics and customer details, preferences, and billing information.
Technical Support Representative
Teleperformance
Montgomery, AL
01.1999 - 01.2004
- Documented all activities related to technical support including processes, updates, changes made.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
- Performed regular maintenance checks on customers' systems.
- Created reports on customer complaints and feedback for management review.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Provided technical assistance to customers through phone, email and chat support.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Supported customers with online billing, access and account issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Education
High School Diploma -
Carver High School
Montgomery Al05-1998
Skills
- Staff Supervision
- Shift Management
- Deposit Preparation
- Troubleshooting issues
- Negotiation
- Paperwork Processing
- Compliance
- Payment Processing
- Human Resources Management
- Budget Management
- Customer Service
- Organizational Skills
- Teamwork and Collaboration
- Problem-solving abilities
- Team building
- Customer Relationship Management
- Decision-Making
- Reliability
- Task Prioritization
- Financial Management
- Documentation And Reporting
- Scheduling and Coordinating
- Adaptability and Flexibility
- Computer Skills
- Professionalism
- Effective Communication
- Excellent Communication
- Professional and Courteous
- Multitasking
- Problem-Solving
Timeline
Relief Manager
Waffle House
01.2019 - Current
Chat Support Representative
Hire Dynamics
01.2005 - 02.2019
Technical Support Representative
Teleperformance
01.1999 - 01.2004
High School Diploma -
Carver High School