Latasha Joe
Columbus,OH
Summary
Proven Customer Service Representative at Crane Renovation Group, excelling in conflict resolution and customer satisfaction enhancement. Leveraged active listening and data analytics to elevate service delivery, consistently recognized for top-tier performance. Mastered Microsoft Outlook and administrative support, achieving significant loyalty and repeat business through empathetic and professional client interactions.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Crane Renovation Group
11.2011 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Cross-trained and provided backup support for organizational leadership.
Education
GED -
North Adult Education Center
Columbus OH05.1993
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Complaint Handling
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Appointment Scheduling
- Administrative Support
- Prioritization
- Clerical Support
- Dispute Resolution
- Account updating
- Office equipment proficiency
- Proofreading
Timeline
Customer Service Representative
Crane Renovation Group
11.2011 - Current
GED -
North Adult Education Center
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