Latasha Monroe
Fayette
Summary
Achieved high levels of customer satisfaction through expert conflict resolution and communication skills. Resolved complex issues effectively, demonstrating strong attention to detail and motivation. Leveraged proficiency in CRM software and data analysis to enhance team performance and interpersonal relationships.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Sedgwick Claims Management
01.2024 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Documented service interactions in CRM system for accurate record-keeping.
- Collaborated with team members to streamline service processes and improve response times.
- Managed complex customer issues by coordinating with various departments for resolution.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Daycare Teacher
Children's Place
Fayette, AL
08.2021 - 12.2024
- Facilitated daily learning activities that promoted social, emotional, and cognitive development.
- Implemented age-appropriate curriculum aligned with developmental milestones.
- Maintained a safe and engaging classroom environment conducive to exploration and creativity.
- Observed and assessed children's progress, adapting lesson plans to meet individual needs.
- Collaborated with parents to provide updates on child behavior and development.
- Organized and led group activities that encouraged teamwork and communication skills.
- Assisted in training new staff on classroom management techniques and educational practices.
- Developed strategies for behavioral challenges, promoting positive interactions among children.
Customer Support Representative
Continuum
09.2018 - 2021
- Upheld high standards of customer services by responding to inquiries, needs and problems
- Documented customer correspondence in CRM to track requests, problems and solutions
- Analyzed customer complaints and service trends to identify and correct systematic issues
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Performed needs analysis and presented options based on findings to help customers make decisions.
Lead Quality Inspector
Formel D
07.2016 - 07.2018
- Assessed materials, parts and products for conformance with quality control requirements and production specifications
- Trained newly hired employees by explaining company procedures, job duties and performance expectations
- Wrote detailed reports outlining performance, quality and defect rates
- Used specialized tools to take precise measurements of various aspects of samples.
Customer Service Representative
FIS Global
12.2013 - 06.2016
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Education
Associate of Arts - General Studies
Bevill State Community College
Sumiton, ALHigh School Diploma - undefined
Fayette County High School
Fayette, ALSkills
- Call Center Operations
- Microsoft Office Expertise
- Technical troubleshooting
- Technologically savvy
- Customer relations
- Schedule mastery
- Quality assurance controls
- Inbound and Outbound Calling
- Data evaluation
- Senior leadership support
- Communication skills
- Time management
- Critical thinking and problem solving
- Team work and collaboration
- Digital literacy
- Data analysis
- Data entry
- Operating machinery
- Professionalism
- Driven
- Creative thinking
- Transparency
- Strong work ethic
- Customer service
- Rapport building
- Sales
- Product knowledge
- Lead qualification
- CRM
- Dealing with objections
- Coachable
- Data Recovery
- System Maintenance
- Friendly and Patient
- Active Listening
- Attention to Detail
- Highly Professional
- Support Services
Timeline
Customer Service Representative
Sedgwick Claims Management
01.2024 - Current
Daycare Teacher
Children's Place
08.2021 - 12.2024
Customer Support Representative
Continuum
09.2018 - 2021
Lead Quality Inspector
Formel D
07.2016 - 07.2018
Customer Service Representative
FIS Global
12.2013 - 06.2016
Associate of Arts - General Studies
Bevill State Community College
High School Diploma - undefined
Fayette County High School