Call Center Representative with 2-3 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Hi, I’m
Latasha Thompson
Jacksonville,FL
Summary
Overview
9
years of professional experience
Work History
Randstad/ Bank Of America Wealth Management Client, Jacksonville, FL
Customer Service Representative
2020.07 - Current (4 years & 2 months)
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Cultivated customer loyalty, promoted repeat customers ,managed over 60 customer calls a day.
Randstad/ Bank Of America HBS Solutions, Jacksonville, FL
Customer Service Representative
2020.04 - 2020.07 (3 months)
Job overview
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Concierge Care, Jacksonville, FL
Patient Care CNA
2020.01 - 2020.04 (3 months)
Job overview
- Communicated and documented pertinent observations and information to maintain complete and accurate record of care given to patient.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Obtained client medical history, including medication information, symptoms and allergies.
Family Life Care, Jacksonville, FL
CNA Patient Care
2017.11 - 2019.12 (2 years & 1 month)
Job overview
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Complied with all company-specific guidelines and performed hands-on nursing care to patients under RN supervision.
Sensi-care Services, Jacksonville, FL
Patient Care CNA
2015.03 - 2017.11 (2 years & 8 months)
Job overview
- Attended in-service programs to complete ongoing and annual organizational and departmental requirements to promote highest standard of customer relations principles for patients, visitors and fellow staff members.
- Facilitated personal hygiene management, feeding and ambulation.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
Education
First Coast Academy Jacksonville, FL
High School Diploma
12.2007
University Overview
Skills
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- De-escalation Techniques
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Creative Problem Solving
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Responding to Difficult Customers
Timeline
Customer Service Representative
Randstad/ Bank Of America Wealth Management Client
2020.07 - Current (4 years & 2 months)
Customer Service Representative
Randstad/ Bank Of America HBS Solutions
2020.04 - 2020.07 (3 months)
Patient Care CNA
Concierge Care
2020.01 - 2020.04 (3 months)
CNA Patient Care
Family Life Care
2017.11 - 2019.12 (2 years & 1 month)
Patient Care CNA
Sensi-care Services
2015.03 - 2017.11 (2 years & 8 months)
First Coast Academy
High School Diploma
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