Lateria Harrell
Pahokee,FL
Summary
Detail-oriented and customer-focused professional with over 3 years of experience at Blackboard Inc., providing exceptional customer service and managing data efficiently. Skilled in remote customer relations, data entry, report creation, and information collection. Adept at maintaining strong customer relationships and addressing customer needs in a virtual environment. Currently pursuing a second degree to expand expertise. Seeking to leverage customer service and administrative experience to contribute to a dynamic, remote customer service team.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Blackboard Inc.
09.2020 - 03.2023
- Provided exceptional remote support to customers via email, phone, and chat, handling inquiries, troubleshooting issues, and resolving concerns
- Collected and entered customer data into the system for reporting and analysis
- Created detailed reports on customer issues, service trends, and feedback to help improve the customer service process
- Managed customer accounts, maintaining accurate records and filing all communications for reference
- Conducted follow-ups with customers to ensure satisfaction and resolve any outstanding issues
- Handled sensitive data with care, ensuring compliance with privacy and security policies
- Assisted in training new customer service representatives, providing guidance on customer interactions and troubleshooting
City Hall Assistant
City of Pahokee
05.2011 - 07.2013
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted guests in with friendliness and professionalism.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Oversaw filing systems and scanned documents to manage physical and electronic documents and information.
- Controlled and managed document processes by reviewing files, records and critical information to confirm accuracy and comply with company policies and procedures.
- Entered data for the city and cemetery, Collected fines and fees for various departments.
- Educated the public on the city's codes and violations and Organization files.
Education
Bachelor of Science - Finance and Technology
University of Phoenix
Phoenix, AZ01.2027
Bachelor of Arts - Information Technology
University of South Florida
Tampa, FL01.2019
High School Diploma -
Pahokee High School
Pahokee, FL01.2013
Skills
- Data Entry & Collection
- Report Creation & Filing
- Customer Relations
- Problem Resolution
- Time Management
- Communication Skills
- Tech-Savvy
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Microsoft outlook
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
Intermediate Networking, Palm Beach State College, 2023
Timeline
Customer Service Representative
Blackboard Inc.
09.2020 - 03.2023
City Hall Assistant
City of Pahokee
05.2011 - 07.2013
Bachelor of Science - Finance and Technology
University of Phoenix
Bachelor of Arts - Information Technology
University of South Florida
High School Diploma -
Pahokee High School
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