LaTeisha Jefferson
Jacksonville,FL
Summary
Accomplished Lead Customer Service Representative with a proven track record at Prudential Life Insurance, enhancing team performance and client retention through effective communication and problem-solving skills. Adept at managing multiple priorities, excels in collaborative negotiations and critical thinking, significantly boosting customer satisfaction and operational efficiency. Pivoting direction for opportunities to expand skills while facilitating company growth.
Overview
10
10
years of professional experience
Work History
Lead Customer Service Representative
Prudential Life Insurance
05.2019 - Current
- Ability to manage over 50 calls per day with multiple changing priorities.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Cross-trained with ability to back-up Customer Service managers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Explained benefits, features, and recommendations to maximize client retention.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Specialist
United Healthcare Group
04.2014 - 03.2019
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Worked with Senior leadership to address and resolve disciplinary issues and boost overall team success.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained over 30 new personnel regarding company operations, policies and services.
Education
Certification - Project Management
Google Coursera Virtual School
Virtual10.2024
Skills
- Ability to solve complex scenarios with minimum guidance showing specific experience with collaborative negotiations
- Ability to manage multiple and changing priorities
- Strong written and communication skills demonstrating effective interactions with challenging customers
- Goal oriented with ability to use critical thinking, organize and analyze information
- Proficiency with Microsoft Office Suite, Word, Excel, Outlook, Powerpoint and Teams
- Customer Complaint Resolution
Timeline
Lead Customer Service Representative
Prudential Life Insurance
05.2019 - Current
Customer Service Specialist
United Healthcare Group
04.2014 - 03.2019
Certification - Project Management
Google Coursera Virtual School
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