Lateria Potter
Douglas,GA
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Alorica
Greensboro , NC
05.2022 - 01.2025
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Promoted available products and services to customers during service, account management and order calls.
- Maintained a high level of professionalism when dealing with difficult customers.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided accurate information about products and services to customers.
Customer Service Representative
Spectrum
Greensboro
06.2017 - 05.2022
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Promoted available products and services to customers during service, account management and order calls.
- Mentored junior team members and managed employee relationships.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
High School Diploma -
Parkland High School
Winston-Salem, NC06-2019
Skills
- Complaint resolution
- Account updating
- Scheduling
- Receiving support
- Active listening
- Documentation
- Complaint handling
- Product education
- Customer relationship management (CRM)
- Positive and professional
Timeline
Customer Service Representative
Alorica
05.2022 - 01.2025
Customer Service Representative
Spectrum
06.2017 - 05.2022
High School Diploma -
Parkland High School