Lateasha Stokes
Summary
Dynamic customer service professional with extensive experience at the Department of Motor Vehicles. Skilled in active listening and critical thinking, I excelled in resolving conflicts and enhancing customer satisfaction. Recognized for my ability to manage high-stress situations, I consistently delivered informed recommendations and maintained detailed records for effective follow-up. Active listening skills and the ability to engage young children in play ,instruction and early learning activities. The ability to collaborate with others worker to develop activities that benefits children
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Department of Motor Vehicles
08.2022 - 03.2025
- 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.
Customer Service Specialist
Department of Internal Revenue
11.2021 - 08.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Customer Service Representative
Department of Motor Vehicles
06.2007 - 11.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Business
Henrico High School
Richmond Va06-1998
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Multi-line phone talent
Volunteer experience
Parent volunteer
Summerhill North Learning Center (12/2001-12/2024)
Assist with th organization and execution of recreational activities, such as games,crafts,and storytelling.
Maintain a love for children and a strong desire to make a positive impact on their lives .
Church Nursery Volunteer
02/2021-12/2021
Provide a nurturing and attentive environment to the children in care
Assist with maintaining cleanliness
Adhere to safety and security protocols
Timeline
Customer Service Representative
Department of Motor Vehicles
08.2022 - 03.2025
Customer Service Specialist
Department of Internal Revenue
11.2021 - 08.2022
Customer Service Representative
Department of Motor Vehicles
06.2007 - 11.2021
Business
Henrico High School
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