Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Pivoting direction for opportunities to expand skills while facilitating company growth.
Hi, I’m
LaTeisha Jefferson
Jacksonville,FL
Summary
Overview
5
years of professional experience
Work History
Prudential Financial701 San Marco Blvd Jacksonville, Fl 32207
Customer Service Associate
03.2022 - Current
Job overview
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Followed policies and procedures to meet or exceed established performance requirements.
- Explained benefits, features and recommendations to maximize client retention.
- Cross-trained and backed up other customer service managers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Sought ways to improve processes and services provided.
- Provided training and support to new associates to help provide high-quality customer service.
United Healthcare Group7159 Corklan Dr Jacksonville, Fl 32258
Lead Customer Service Specialist
04.2019 - 01.2022
Job overview
- Trained new employees on company customer service policies and service level standards.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Managed onsite testing for customers as required by project's specifications.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
Florida State College At JacksonvilleJacksonville, FL
Some College (No Degree)
University Overview
Google Coursera Virtual School
Certificate from Foundations of Project Management
07.2023
University Overview
Skills
- Inbound and Outbound Calling
- Quality Assurance/Quality Control
- Document and Records Management
- Customer Retention Strategies
- Issue and Complaint Resolution
- Product Knowledge
- Interpersonal Communication
- Strong Analytical and Critical thinking skills
- Excellent Verbal and written communication skills
- Superior Customer service skills
- Ability to work independently and manage difficult interactions
Timeline
Customer Service Associate
Prudential Financial
03.2022 - Current
Lead Customer Service Specialist
United Healthcare Group
04.2019 - 01.2022
Florida State College At Jacksonville
Some College (No Degree)
Google Coursera Virtual School
Certificate from Foundations of Project Management