LaTeeftra Drake
Orange Park,FL
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Wanting to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Support Lead
ADT Security
Jacksonille, FL
09.2020 - Current
- Monitor systems in operation (RTA) and input commands to troubleshoot areas.
- Live listen to agents providing feedback as well as links to help them with their call efficiency
- Enter Flex request, sit in and conduct 1:1's, lead team meetings
- Audit agent calls - also providing feedback and noting in COPANet.
- Answering questions in the POD
- Followed up with customer escalations to ensure optimal customer satisfaction following support engagement and problem resolution.
- Created Power Points to help agents with MMB, the usage of the Shield and how to de-escalate customers.
- Assisted Team Coaches with their agents by identifying where the unclear in area of the job.
- Collaborated with dealers to locate replacement components and resolve advanced problems.
Customer Service Agent
ADT Security
Jacksonille, Florida
01.2017 - Current
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Adapted to new applications and maintained knowledge of current technologies.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Navigated customers by troubleshooting with them over the phone to clear errors from their systems. When need schedule techs to go onsite to make repairs.
- Worked with the training department as a PAL reinforcing what the agents were learning and answering any questions they may have while on calls with customers.
Program Assistant
UF IFAS Extension Duval County
Jacksonille, Florida
02.2014 - 01.2017
- Supported planning and coordination of the nutrition program and associated activities at elementary and high schools.
- Assisted teachers with planning and coordinating day-to-day and special program activities.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Managed both digital and physical filing systems and retrieved documents as required.
- Ensured the teachers time for vacation, leave and travel was entered
- Occasionally assisting the teachers in the classroom, creating gardens, and assisting the students with recipes using the items they grew.
- Created month demographic reports that reflect the number of people that we reached for the month.
Education
Business Administration
St. Johns River State College
Orange Park, FLBachelor of Arts - History
Talladega College
Talladega, AL05.1996
High School Diploma -
Jackson Olin High School
Birmingham, AL05.1992
Skills
- Troubleshooting Network Issues
- Tracking and Documentation
- Account Administration
- Resolving Problems and Incidents
- Collaborative Team Player
- Microsoft Windows and Office
- Reading Comprehension
- Incoming Call Management
- Customer Accounts Management
- Friendly and Patient
- Online Chat Support
Timeline
Support Lead
ADT Security
09.2020 - Current
Customer Service Agent
ADT Security
01.2017 - Current
Program Assistant
UF IFAS Extension Duval County
02.2014 - 01.2017
Business Administration
St. Johns River State College
Bachelor of Arts - History
Talladega College
High School Diploma -
Jackson Olin High School
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