Latasha Jones
Roeland Park,KS
Summary
Successful Customer Care Rep with 15+ years of experience addressing customer requests and concerns. Mitigate customer conflicts and issues through Calm and level-headed strategies. Responsive and resilient team player with an adaptable and resourceful mindset. I have the capacity to deliver quality service and results in difficult situations ensuring that i am carrying out the values and culture of the Organization.
Overview
15
15
years of professional experience
Work History
Customer Care Rep
Thermofisher Scientific
Lenexa
05.2013 - Current
- Monitors a group of key accounts that are assigned through a Customer Account Relationship Expectations tool
- Coordinates timely responses to online customer communication and researches complex issues.
- Creates Standard of work documentation based on Specifics outlined which could include special shipping/handling, change in production, communicating shipment delays, providing and maintaining product availability reports
- Manages internal/external contact with customers and distributors regarding order entry, pricing inquiries, stock availability, logistics info, change order requests, product sourcing, Vendor cross referencing, order status, product returns, tracking, high volume order entry and monitoring
- Supports Data Mnt Department by releasing Electronic Data Interchange orders as well as processes new or renewal online Iodine submissions for customers who express interest in DEA regulated material
- Possesses an in depth understanding of all aspects of the position, stays abreast of all changes and improvements by utilizing the Standard Operating Procedure tool and Identifies training and development opportunities
- Recognized and awarded for exhibiting company culture and values while servicing Customers
Customer Quality Specialist
Apria Healthcare
Overland Park, Ks
11.2014 - 12.2015
- Responded to patient inquiries via email, fax, phone or web regarding new orders, delivery orders, and supply requests for medical equipment
- Resolved patient concerns regarding the billing, replacement, and or troubleshooting of equipment
- Provided support about the upkeep of equipment as well as offered info on additional products and services
- Identified patient concerns and issues to determine the appropriate corrective courses of actions
- Educated patients on insurance updates/changes
- Practiced adherence and compliance to all HIPPA laws and requirements
Customer Services/Sales Rep
Surewest Communications
Lenexa, Ks
03.2010 - 04.2013
- Interacted with customers regarding cable, internet, and phone service via walk in customer station or inbound/outbound call center
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Responded to and resolved escalations regarding billing disputes, services, troubleshooting equipment
- Processed customer change service requests, bill payments, merchandise exchanges, updates and add on services
- Scheduled installation of new services , move and repair, and disconnects
- Processed account adjustments and credits
- Identified opportunities to up-sell additional service or features to increase company revenue and bring on new business
- Acknowledged by management group as a top performer continuously for the SRP program and top seller for premium channels and add on services.
Business Customer Service Rep
Kelly Services
Overland Park, Ks
01.2008 - 02.2010
- Responded to inbound calls from Business Cable Partners and assisted with troubleshooting issues related to digital land line phone service
- Scheduled technicians for service issues such as loss of dial tone, no inbound/outbound calling, static feedback on line, dead air, etc
- Monitored and tracked for trends and worked with internal departments to proactively ensure no recurrences
- Directed inbound calls in phone queues to improve call flow
- Looked upon as the trainer for New Hires due to knowledge of requirements and call quality
Education
Diploma -
Wyandotte High School
School Diploma - undefined
Wyandotte High
2002
Skills
- Verbal and Written Communication
- Creative Problem Solving
- Data Entry and Maintenance
- Customer Account Management
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- De-escalation Techniques
- Excellent Attention to Detail
- Proactive Self-Starter
- Time Management
Timeline
Customer Quality Specialist
Apria Healthcare
11.2014 - 12.2015
Customer Care Rep
Thermofisher Scientific
05.2013 - Current
Customer Services/Sales Rep
Surewest Communications
03.2010 - 04.2013
Business Customer Service Rep
Kelly Services
01.2008 - 02.2010
Diploma -
Wyandotte High School
School Diploma - undefined
Wyandotte High
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