Summary
Overview
Work History
Education
Skills
Attributes
Timeline
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Latasha Simmons

Prattville

Summary

Proven Customer Service Specialist with a track record of enhancing customer satisfaction, adept in CRM and empathetic communication. Excelled in resolving escalated issues, achieving a 90% customer satisfaction rate through active listening and creative problem-solving. Skilled in call management and maintaining professionalism under pressure, significantly improving customer engagement.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Dynata Careers
02.2020 - 03.2024
  • Communicated effectively with internal groups to resolve escalated issues, updated clients profiles, answered inbound and outbound calls
  • Processed payments, took notes regarding products and customers responses
  • Assisted an average of 75 customers per day via Zoom, email, and chat, resulting in a 90% customer satisfaction rate
  • Monitored and engaged with additional support channels, such as Slack and social media resulting in a 40% increase in customer engagement
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Customer Service Specialist

Alorica
05.2017 - 01.2019
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.

Education

High School Diploma -

Keith High School
Orrville, AL
05.2001 -

Skills

    Customer Service

    Empathetic

    Active Listening

    Product Knowledge

    Call Management

    POS system expert

    Type 45 wpm

    Complaint resolution

    CRM

    Creative problem solving

Attributes

  • Strong communication, analytical, and marketing skills
  • Able to work in various platforms and systems
  • Focused, comfortable, and organized in fast-paced environments
  • Skilled in client experience management, customer satisfaction surveys, and problem-solving
  • Always seeking new opportunities and challenges to tackle
  • Entrepreneurial spirit

Timeline

Customer Service Representative

Dynata Careers
02.2020 - 03.2024

Customer Service Specialist

Alorica
05.2017 - 01.2019

High School Diploma -

Keith High School
05.2001 -

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Latasha Simmons