Latasha Kelly-Wright
Tallahassee
Summary
I thrive on providing excellent customer service. I treat people the way I would want to be treated. My goal is to find a company that I could be beneficial to and can be beneficial to me. I would like to be able to use my experience in management, customer service, problem solving, tax preparation, financial planning, and data entry.
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Golden Lighting
Tallahassee, FL
08.2024 - Current
- Managed high-volume calls, ensuring prompt and accurate information delivery.
- Collaborated with team members to streamline processes, improving service efficiency.
- Trained new staff on best practices and company policies, fostering a knowledgeable team environment.
- Identified recurring issues and proposed solutions to enhance product offerings and services.
- Conducted follow-up calls to ensure resolution of issues, reinforcing commitment to customer care.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Ambassador/Customer Care Professional
Coach
10.2022 - 04.2024
- As an Coach Ambassador my responsibility is to assist our Customer Care Professionals with customer escalations, providing appeasements for customers with order issues, to deescalate customer complaints, providing the necessary resources for each agent to assist each customer efficiently
Retention Specialist /Retention Nesting Supervisor
Valor
10.2021 - 05.2022
- As a Retention Specialist my objective was to increase loyalty and retain customers' business. By utilizing conflict resolution skills that I've obtained throughout the years my role was crucial in maintaining a high percentage rating of retaining customers, yielding to the project's overall growth. Transitioned to supervisor to bridge the gap between training and production. Training covered mostly product knowledge for the telecom’s products. Nesting covered the overall navigation of all systems and agent development. This resulted in broadening my leadership skills along with elevating my level of creativity in breaking down and simplifying the learning process.
Internal Revenue Service
10.2020 - 03.2021
- Assisted with payroll and Pensions service management for 150+ employees. Prepared invoices for more than 200 clients. Assisted with bill payments, records organization and preparation, and other office duties to support financial and accounting operations.
Education
High School -
William M. Raines High School
01.2001
Skills
- Microsoft Office
- Cashflow planning & management
- State & federal tax codes
- Bookkeeping
- Exceptional communication
- Quick Learner
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- MS office
- Call center management
- Customer retention
- Handling escalations
Timeline
Customer Service Manager
Golden Lighting
08.2024 - Current
Ambassador/Customer Care Professional
Coach
10.2022 - 04.2024
Retention Specialist /Retention Nesting Supervisor
Valor
10.2021 - 05.2022
Internal Revenue Service
10.2020 - 03.2021
High School -
William M. Raines High School