Latasha Washington
Texarkana,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Insurance Broker
Washington Insurance
03.2023 - Current
- Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
- Educated clients on various insurance products, enabling informed decisions regarding their coverage optio
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Assisted clients with claims processing, ensuring a smooth experience during difficult times.
- Evaluated accuracy and quality of data entered into agency management system.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Handled approximately 423 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
Account Manager
Omaha
03.2022 - 03.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Trellis Company
04.2021 - 12.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Retail Supervisor/ Team Lead
Crossmark
10.2013 - 04.2021
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
General Manager
Auntie Anne's
11.2018 - 06.2019
- In charge of all store operations including hiring, training and food preparations and sales
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
Tax Preparer
Jackson Hewitt
12.2014 - 04.2019
- Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax form instructions and tax tables.Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Increased client satisfaction by providing accurate and timely tax preparation services.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
Retail Store Manager
Hickory Farms
09.2010 - 02.2014
- Sold out for the first time in 15 years under my supervision
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
Dealer / Manager
Kirby
02.2001 - 05.2012
- Implemented innovative upselling techniques during client interactions, generating additional revenues through add-on purchases such as extended warranties or maintenance packages.
- Negotiated win-win deals between dealership and customers, fostering long-term loyalty and trust.
- Utilized CRM systems to track client interactions, manage leads effectively and ensure a seamless sales process from initial inquiry through final purchase.
- Enhanced customer satisfaction by providing timely product demonstrations and addressing concerns promptly.
- Worked to build relationships with customers and built potential for additional sales.
- Developed relationships with clients for increased loyalty and repeat business.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
Customer Service Representative
AT&T
02.2010 - 09.2010
- Recommended and helped customers select merchandise based on their needs
- Exchanged returned merchandise for customers quickly and efficiently
- Confirmed that appropriate changes were made to resolve customers' problems
- Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction
- Informed customers about sales and promotions in a friendly and engaging manner.
- Assisted customers in locating products and making informed purchasing decisions based on their needs and preferences.
- Processed exchanges, refunds and team member purchases to keep cashiers focused on efficiently checking out regular customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Lead Intake/ Manager Trainee
Papa Jhons
02.2006 - 10.2009
- Prevented store losses using awareness, attention to detail and integrity.Achieved high sales percentage with consultative, value-focused customer service approach.Cross-trained and provided back-up for other customer service representatives when needed
Education
Ged -
Texarkana College
Texarkana, TXAssociate - Culinary Arts
Texarkana College
Texarkana, TXSkills
- Proactive team player
- Claims Handlings
- Customer Service
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficient
- Complaint resolution
- Professional telephone demeanor
- Microsoft Outlook
- Microsoft Office Suite
Certification
- CNP - Certified Notary Public
- Licensed Life insurance Broker
Timeline
Insurance Broker
Washington Insurance
03.2023 - Current
Account Manager
Omaha
03.2022 - 03.2023
Customer Service Representative
Trellis Company
04.2021 - 12.2021
General Manager
Auntie Anne's
11.2018 - 06.2019
Tax Preparer
Jackson Hewitt
12.2014 - 04.2019
Retail Supervisor/ Team Lead
Crossmark
10.2013 - 04.2021
Retail Store Manager
Hickory Farms
09.2010 - 02.2014
Customer Service Representative
AT&T
02.2010 - 09.2010
Lead Intake/ Manager Trainee
Papa Jhons
02.2006 - 10.2009
Dealer / Manager
Kirby
02.2001 - 05.2012
Ged -
Texarkana College
Associate - Culinary Arts
Texarkana College