Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Work Availability
Timeline
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Latasha Richardson

Customer Service
Crowley,TX

Summary

Reliable Customer Service Representative with sales and account management environments. Strong presenter, communicator and problem resolver able to work effectively and productively with diverse customers and individual needs.

Flexible Team Player with 10+ years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and organizing documentation. Well-versed in providing helpful answers and relevant information to retain clients.

Attained 20-years experience providing customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player.

Overview

27
27
years of professional experience

Work History

Resolution Supervisor Desk

American Airlines
Ft. Worth, Texas
04.2013 - 06.2023
  • Complete reservations, travel documents, airline ticket adjustments and itineraries.
  • Acquired detailed knowledge of services, promotions and events to offer added value to travelers.
  • Attended staff meetings and brought issues to attention of upper management.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity 100% accuracy.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Self-motivated, strong sense of personal responsibility.
  • Passionate about learning and committed to continual improvement.
  • Contacted airport concierge at specified to customers location,flight accomodations, hotel and ground transportation to receive incentives, upgrades and other amenities for clients.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.

Strategic Lead Customer Service

American Airlines
04.2013 - 03.2023
  • Cross-trained on interpersonal skills and flexibility applied to responsibilities to handle additional duties during peak periods.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Processed incoming reservation calls up to 120 or more daily and applied up-selling techniques to inform callers of premium services.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs
  • Assisted customers with making reservations and entered reservation details into computer system
  • Resolved various issues and discrepancies for customers
  • Converted inbound calls into sales 90% of time

Impementation Manager

Sprint/Nextel
05.1996 - 09.2013
  • Evaluated product and process disadvantages and suggested solutions including changes to processes, products or quality standards where warranted.
  • Developed and implemented strategic project plans to meet business objectives.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Identified plans and resources required to meet project goals and objectives
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly

Education

Associate of Arts - Healthcare Administration

University of Phoenix
Tempe, AZ
05.2004

Associate of Applied Science - Denial Assistant Program

Texas State Technical College
Waco, TX
07.1995

Skills

  • Interpersonal communication
  • Detail-oriented/Time Management
  • Multitasking abilities
  • Negotiation/ Problem solving
  • Team Collaboration
  • Customer Accounts Management
  • Teamwork Skills
  • Guest Services
  • Client Rapport-Building

Languages

sign language
Limited Working

Additional Information

Volunteer- North Texas Youth Sports and Educational Philanthropy Program, Ft. Worth, TX

2012-2020

*Built a partnership with several foundations to support college savings accounts for low-income students.

*Delivered free age-appropriate children’s books to families encouraging early literacy, language development and learning skills.

*Established a summer nutrition programs for youth in the community improving access to quality nutrition.

*Youth Sports Program which aimed to increase youth sports participation, enhance the youth sports experience, and create new opportunities for physical activity for youth.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Resolution Supervisor Desk

American Airlines
04.2013 - 06.2023

Strategic Lead Customer Service

American Airlines
04.2013 - 03.2023

Impementation Manager

Sprint/Nextel
05.1996 - 09.2013

Associate of Arts - Healthcare Administration

University of Phoenix

Associate of Applied Science - Denial Assistant Program

Texas State Technical College

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Latasha Richardson Customer Service