Latasha Walls
Memphis,TN
Summary
Dynamic customer support professional with a proven track record at Senture, enhancing service efficiency and client satisfaction. Skilled in customer support analysis and operational support, I excel in resolving complex issues with empathy, consistently surpassing performance metrics and fostering strong client relationships. Committed to delivering exceptional service and driving process improvements.
Overview
2026
2026
years of professional experience
Work History
Customer Support
Senture(Fema(
- Streamlined communication channels for better customer support and faster response times.
- Streamlined workflow processes for improved team productivity and customer support.
- Provided exceptional customer support by promptly addressing inquiries, resolving issues, and ensuring overall satisfaction.
- Optimized scheduling practices to ensure adequate staffing levels during peak times for seamless customer support.
- Increased software adoption rates by providing tailored client solutions and exceptional customer support.
- Developed an excellent reputation among clients due to consistently providing outstanding customer support throughout the repair process.
- Implemented new technology solutions to enhance the overall efficiency of customer support operations.
- Enhanced interdepartmental collaboration by working closely with sales, finance, and customer support teams.
- Collaborated with cross-functional teams to identify and implement process improvements for enhanced customer support.
- Trained new hires in company policies, procedures, and best practices for providing top-notch customer support.
- Enhanced customer support experience by streamlining processes and improving response times.
- Provided exceptional customer support during the implementation phase, addressing concerns promptly and professionally.
- Provided top-notch customer support by addressing inquiries, troubleshooting issues, and escalating complex cases as needed.
- Collaborated with team members to ensure seamless service delivery and consistent customer support.
- Partnered with computer sales team and other store personnel to deliver unparalleled customer support and maximize revenue.
- Resolved client issues promptly by collaborating closely with internal departments such as customer support, finance, and legal teams.
- Reduced customer support inquiries by creating easy-to-follow online help articles and troubleshooting guides.
- Organized training sessions for partners to enhance their understanding of products and services, resulting in better customer support.
- Responded promptly to after-hours support requests when necessary, demonstrating commitment to exceptional customer support at all times.
- Worked with other customer support teams to develop consistent and equal high-quality levels of support.
- Collaborated with team members to provide seamless customer support, ensuring prompt assistance and accurate information.
- Provided exceptional customer support, following up post-installation to address any issues or concerns.
- Kept accurate records of customer support interactions using defined methods and tools.
- Delivered exceptional customer support, addressing complex issues promptly and effectively to maintain client satisfaction levels.
- Provided exceptional customer support, consistently surpassing performance metrics.
Customer Experience Agent
Magellan Health
Memphis, TN
04.2022 - 05.2025
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
Customer Service Representative
Debris Tech
Memphis, TN
05.2019 - 05.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
GED - Animal Science
University of Alaska Anchorage
Anchorage, AK04.2020
Skills
- Customer Support Analysis
- Customer support and assistance
- Customer Support
- Telephonic Customer Support
- Financial customer support
- Onsite customer support
- Operational Support
- Medical support
- Customer preferences
- Supporting audits
Timeline
Customer Experience Agent
Magellan Health
04.2022 - 05.2025
Customer Service Representative
Debris Tech
05.2019 - 05.2024
Customer Support
Senture(Fema(
GED - Animal Science
University of Alaska Anchorage