Summary
Work History
Education
Skills
Timeline
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Lathera Cochran

Killeen,TX

Summary

Dynamic customer service professional with extensive experience at GCS, adept at resolving conflicts and enhancing customer satisfaction. Proven ability to manage high-stress situations while utilizing strong communication skills and call center operations expertise. Committed to fostering loyalty and driving sales growth through empathetic interactions and effective problem-solving.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Diligent Desired Position with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Child care professional prepared to provide attentive and compassionate care, fostering safe and stimulating environment. Known for collaborative approach, dependable support, and adaptability to changing needs. Skilled in child development, communication, and conflict resolution.

Professional retail expert prepared for delivering exceptional customer service and driving sales. Proven experience in inventory management, customer engagement, and merchandising. Strong focus on team collaboration and adapting to changing needs. Reliable, results-driven, with excellent communication and problem-solving skills.

Knowledgeable Desired Position with solid background in customer service and problem resolution. Proven ability to handle high call volumes efficiently while maintaining friendly demeanor. Demonstrated expertise in effective communication and conflict resolution.

Work History

Customer Service Representative

GCS
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Sales Associate

Gonzo Marketing
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.

Retail Sales Associate

Burlington
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Answered questions about store policies and addressed customer concerns.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.

Childcare Provider

DayCare Works
  • Developed strong relationships with families, providing regular updates on child progress and establishing trust.
  • Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
  • Developed age-appropriate activities and crafts to engage children.
  • Maintained clean facilities by following sanitation protocols, ensuring a healthy environment for all children.
  • Facilitated learning through play, stories and outdoor activities for successful child outcomes.
  • Supported emotional well-being by addressing individual needs and providing a nurturing environment for growth.
  • Administered first aid when needed, adhering to established protocols to ensure child safety and wellbeing.
  • Enforced rules and managed behavior through developmentally appropriate discipline.

Call Center Representative

United Collection Bureau
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Family Counselor

YMCA Child Development Center
  • Supported families in navigating complex mental health diagnoses by coordinating services with medical professionals.
  • Enhanced communication between family members through the development of tailored conflict resolution strategies.
  • Designed and delivered workshops on parenting skills, fostering healthy relationships within families.
  • Served as an advocate for clients within the community, coordinating resources and referrals to support their goals effectively.
  • Boosted client satisfaction by providing personalized, compassionate support to families in crisis.
  • Facilitated group therapy sessions to encourage mutual support and shared learning among families facing similar issues.

Education

Associate In Human & Health Care -

Ultimate Medical Academy
Clearwater, FL

Skills

  • Call center experience
  • Call center operations
  • Administrative support
  • Sales expertise
  • Retail store support
  • Stock management
  • Appointment scheduling
  • Early childhood education
  • Child development

Timeline

Customer Service Representative

GCS

Sales Associate

Gonzo Marketing

Retail Sales Associate

Burlington

Childcare Provider

DayCare Works

Call Center Representative

United Collection Bureau

Family Counselor

YMCA Child Development Center

Associate In Human & Health Care -

Ultimate Medical Academy

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Lathera Cochran