LaTavia Robinson
Houston,TX
Summary
With previous experience in the customer service industry, I feel that I would be a great asset to your company while broadening my skills and experience with the possibility of advancement.
Amiable Customer Experience Agent with 5 years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Direct Care Staff
Alamo Consumer Direct Services
04.2017 - Current
- Provide services and supports to children with Autism, Down Syndrome, ADHD and IDD
- Provided personal care to clients, such as bathing, dressing and grooming.
- Assisted with medication administration and documentation of treatments.
- Monitored vital signs including blood pressure, temperature and pulse rate.
- Performed housekeeping tasks, such as changing linens and cleaning rooms.
- Provided emotional support and encouragement to clients during difficult times.
Customer Experience Specialist
PFS Group
10.2022 - 04.2024
- Reviewed and verified patient accounts, insurance information, and billing documents to ensure accuracy of data entry.
- Researched and resolved discrepancies in account balances.
- Processed payments from patients and third-party payers in a timely manner.
- Generated patient statements on a monthly basis.
- Assisted with collection efforts by contacting delinquent customers via phone or mail.
- Answered customer inquiries regarding their account status or payment history.
- Updated the accounts receivable database with current customer information as needed.
Debt Recovery Specialist
Spruce Power
12.2020 - 04.2022
- Analyzed financial accounts to determine the best course of action for debt collection.
- Researched and verified customer information to ensure accurate contact details.
- Conducted outbound calls, emails, and letters to customers with overdue payments.
- Negotiated payment plans with customers in order to collect delinquent debts.
- Responded promptly and accurately to customer inquiries regarding their accounts status or payment arrangements.
- Adhered strictly to all applicable laws, regulations, and company policies while collecting outstanding debts.
Call Center Representative
Sunrise Call Center
01.2018 - 02.2019
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Call Center Representative
Alorica
12.2016 - 12.2017
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Education
High School Diploma -
Cypress Springs High School
Skills
- Effective call management
- Telephone communication skills
- Account management
- Effective complaint resolution
- Accurate data entry
- Effective listening skills
- Office support services
- Experienced in Microsoft Outlook management
- Process documentation
- Typing speed: 43 WPM
- Social skills
Certification
- First Aid/CPR Certified
Awards
Consistently received positive feedback from customers, resulting in repeat business and increased revenue for the company.
Languages
English
Full Professional
Timeline
Customer Experience Specialist
PFS Group
10.2022 - 04.2024
Debt Recovery Specialist
Spruce Power
12.2020 - 04.2022
Call Center Representative
Sunrise Call Center
01.2018 - 02.2019
Direct Care Staff
Alamo Consumer Direct Services
04.2017 - Current
Call Center Representative
Alorica
12.2016 - 12.2017
High School Diploma -
Cypress Springs High School