Latasha Jointe
Griffin,GA
Summary
Customer Service Representative versed in customer support in high-call volume environments. Superior computer skills and telephone etiquette. Flexible and hardworking to ensure all complaints are handled appropriately and timely. Business Analyst offering experience delivering cost-effective, high-performance technology solutions to meet shifting organizational demands. Equipped with analytics and reporting expertise to provide insights into Quality Management using a data-driven philosophy.
Overview
12
12
years of professional experience
Work History
Business Analyst
The Emory Clinic
Tucker, GA
06.2022 - Current
- Created and designed business intelligence databases, spreadsheets or outputs.
- Performed cost-benefit analysis of proposed changes to business processes.
- Collected business intelligence data from industry reports.
- Created detailed reports based on findings from quality assurance audits.
- Provided training sessions for new team members on the quality team.
- Participated actively in brainstorming sessions aimed at improving overall quality of services provided.
- Developed strategies and procedures to improve customer satisfaction levels.
- Evaluated team performance against established objectives and standards.
- Managed escalated calls between customers and agents by providing assistance or offering solutions.
- Conducted regular quality assurance audits on customer service interactions and processes.
- Assisted in developing policies and procedures related to customer relations.
- Organized call calibration meetings to discuss team reports and areas of improvements for quality.
CSR-Lead
The Emory Clinic
Tucker, GA
12.2020 - 06.2021
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Escalated calls to solve problems and drive customer satisfaction.
- Collaborated with cross-functional teams to identify root causes of issues faced by customers during their interactions with us.
- Identified opportunities for continuous improvement in personal, departmental and organizational areas to enhance department and company performance.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed strategies to improve quality of customer service delivery.
- Provided coaching opportunities to agents
CSR
The Emory Clinic
Decatur, Ga
06.2019 - 12.2020
- Answered an average of 90 calls per day by addressing patient needs
- Directed calls to the appropriate department/individual
- Scheduled and canceled appointments for patients according to standard operating procedures
- Ensured proper registration was completed to maintain patient flow
- Maintained an average handle time of less than 4 minutes.
CSR- Lead
Assurant Solutions
Miami, FL
09.2013 - 10.2015
- Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information
- Described product to customers and accurately explained details and care of merchandise
- Politely assisted customers/representatives via telephone, email and in person
- Scored in top 10% of employees in successful resolution of issues
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Ensured that calls were resolved in one call and made sure they were deescalated
- Handled complaints from customer on supervisor calls and deescalated issues
- Directed calls to appropriate individuals and departments
- Maintained and accounted for every call that was taken and sent out weekly reports on the calls taken
- Provided feedback to representatives as needed
- Responsible for contacting customers back to resolve any issues if any
- Met all customer call guidelines including service levels, handle time and productivity
- Solved unresolved customer issues
- Strong leader of customer support staff
- Managed work flow to exceed quality service goals.
CSR
Alpine Access
01.2012 - 04.2012
- Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information
- Accessed customer account to help solve any payment issues at hand
- Assisted customers with any technical problems with cellular device.
CSR
Teletech
09.2011 - 01.2012
- Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information
- Described product to customers and accurately explained details and care of merchandise
- Answered product questions with up-to-date knowledge of sales and store promotions
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Directed calls to appropriate individuals and departments
- Recommended alternative items if product was out of stock.
Education
Diploma - Medical Billing and Coding
Ultimate Medical Academy
05.2011
High School Diploma -
Homestead Senior High School
05.2007
Some College (No Degree) - Business Administration
Strayer University
Washington, DCSkills
- Customer and Personal Service
- Clerical
- Active Listening
- Reading Comprehension
- Critical Thinking
- Writing
- Time Management
- Complex Problem Solving
- Coordination
- Judgment and Decision-making
- Active Learning
- Data Mining
- Data Mapping
- Internal Auditing
- Customer Needs Assessment
- Data Analysis
- Business Process Improvement
- Workflow Analysis
Timeline
Business Analyst
The Emory Clinic
06.2022 - Current
CSR-Lead
The Emory Clinic
12.2020 - 06.2021
CSR
The Emory Clinic
06.2019 - 12.2020
CSR- Lead
Assurant Solutions
09.2013 - 10.2015
CSR
Alpine Access
01.2012 - 04.2012
CSR
Teletech
09.2011 - 01.2012
Diploma - Medical Billing and Coding
Ultimate Medical Academy
High School Diploma -
Homestead Senior High School
Some College (No Degree) - Business Administration
Strayer University
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