Latasha Bennett
Newnan,GA
Summary
At Publix, customer service excellence was spearheaded, while enhancing satisfaction and loyalty through expert complaint handling and efficient call management. The leadership significantly improved team productivity and service quality, utilizing in-depth product knowledge and strategic report generation. This blend of analytical and interpersonal skills resulted in a measurable increase in customer satisfaction. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
15
15
years of professional experience
Work History
RIS Customer Service
Publix
02.2022 - Current
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Met customer call guidelines for service levels, handle time and productivity.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
RIS Customer Service
Publix
06.2019 - 02.2022
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Sought ways to improve processes and services provided.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service Manager
Publix
04.2013 - 06.2019
- Resolved customer complaints 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.
- Researched and corrected customer concerns to promote company loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Assistant Manager, Customer Service
Publix
02.2011 - 04.2013
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Created and reviewed invoices to confirm accuracy.
- Researched and corrected customer concerns to promote company loyalty.
Customer Service Team Leader
Publix
06.2010 - 02.2011
- Prepared reports by collecting and analyzing customer information.
- Opened and maintained customer accounts by recording account information.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Used different software to keep records of customer interactions, customer accounts, and file documents.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Customer Service Staff Member
Publix
02.2010 - 06.2010
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Cashier
Publix
05.2009 - 02.2010
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Addressed customer needs and made product recommendations to increase sales.
- Stocked, tagged and displayed merchandise as required.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Built relationships with customers to encourage repeat business.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Processed refunds and exchanges in accordance with company policy.
Education
Bachelor of Science - Business
Auburn University-Montgomery
Montgomery, ALBachelor of Science - Business Administration
Columbia Southern University
Orange Beach, ALHigh School Diploma -
Keith High School
Orrville, Alabama05.1997
Skills
- Complaint Handling
- Report Generation
- Product Knowledge
- Call Management
- Paperwork Processing
- Scheduling
- Complaint resolution
- Customer Relations
- Customer Relationship Management (CRM)
- Store maintenance
- Retail store support
- Team Development
Timeline
RIS Customer Service
Publix
02.2022 - Current
RIS Customer Service
Publix
06.2019 - 02.2022
Customer Service Manager
Publix
04.2013 - 06.2019
Assistant Manager, Customer Service
Publix
02.2011 - 04.2013
Customer Service Team Leader
Publix
06.2010 - 02.2011
Customer Service Staff Member
Publix
02.2010 - 06.2010
Cashier
Publix
05.2009 - 02.2010
Bachelor of Science - Business
Auburn University-Montgomery
Bachelor of Science - Business Administration
Columbia Southern University
High School Diploma -
Keith High School
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