Summary
Overview
Work History
Education
Skills
Timeline
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LATASHA WHITE

Dallas,Texas

Summary

Dedicated Customer Service Representative with more than 10 years of professional customer service and Leadership experience. Highly detailed with the ability to multi-task and meet multiple deadlines in a timely manner. Excellent interpersonal skills and a trained expert in conflict management. Tech savvy, with the aptitude to ramp up on new systems and processes quickly. In previous roles maintained a customer retention rate at 45% above company average and received 99% positive customer survey results.

Overview

14
14
years of professional experience

Work History

311 Call Taker

City of Dallas
05.2023 - Current
  • Create and access service request in Salesforce Customer Relationship Management System (CRMS) to enter details on customer concerns for the City of Dallas and provide updates on previous service request directed to other City departments.
  • Process non emergency service request concerns for water tun-on's, junk motor vehicle, litter, high weeds, pot holes etc.; and process emergency type calls such as request involving flooding, traffic signal outages, traffic sign knockdowns, aggressive/injured animals, and animals with reported lack of care ect.
  • Observes and complies with departmental policies and procedures, customer service quality standards, and compliance guidelines.
  • Receive on-going training and updates on changes in departments and system updates such as City of Dallas Autopound and Basic Water Training

Accounts Payable Mail Clerk

PrideStaff
05.2022 - 05.2023
  • Scan USPS mail by a copier/scanner and sort via the Outlook Email Inbox to the appropriate team for processing
  • Monitor AP Email Inbox via Outlook, dropping emails/invoices to the appropriate Account Specialist for processing

Front Desk Receptionist

Starfish Pools
05.2020 - 03.2022
  • Answered phones assisted customers with questions, complaints and product inquiries
  • Scheduled service calls and assigned work orders to pool service technicians
  • Input weekly invoices into QuickBooks, scanned and filed documents
  • Received and delivered all incoming and outgoing mail and packages
  • Kept inventory of office supplies/product and placed orders when needed

Dispatcher/Customer Service Representative

Mattress Firm
05.2019 - 01.2020
  • Communicated with customers by telephone and in person to provide information about products and services
  • Processed orders and obtained details of customer complaints
  • Printed accurate pick list and assigned to drivers
  • Scheduled delivery routes and dispatched drivers to assigned locations

Senior Customer Service Representative

Gexa Energy
10.2010 - 08.2018
  • Acted as a team lead, receiving, and closing escalated calls from 10 junior associates.
  • Effectively managed a high volume of inbound and outbound customer calls.
  • Assisted customers with bill inquiries, payments, setting up new accounts, account renewals and up-selling.
  • Correctly applied business rules, utility tariffs, PUCT guidelines, ERCOT rules.

Education

PRAIRIE VIEW A&M UNIVERSITY

Skills

  • Customer service
  • Organization and time management skills
  • Problem-solving skills
  • Detailed oriented
  • SAP
  • Salesforce
  • Microsoft Outlook
  • Microsoft Word
  • Microsoft Office

Timeline

311 Call Taker

City of Dallas
05.2023 - Current

Accounts Payable Mail Clerk

PrideStaff
05.2022 - 05.2023

Front Desk Receptionist

Starfish Pools
05.2020 - 03.2022

Dispatcher/Customer Service Representative

Mattress Firm
05.2019 - 01.2020

Senior Customer Service Representative

Gexa Energy
10.2010 - 08.2018

PRAIRIE VIEW A&M UNIVERSITY

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