Summary
Overview
Work History
Education
Skills
Timeline
Generic
Latia Smith

Latia Smith

Hampton,VA

Summary

Customer service professional with solid history of enhancing customer experiences through effective communication and problem resolution. Known for collaborating with team members to achieve goals and adapting to shifting demands. Expertise includes call handling and conflict resolution skills, valued by employers.

Professional with strong background in customer service and communication. Adept at resolving issues efficiently and maintaining customer satisfaction. Strong team collaborator with focus on achieving results and adapting to changing needs. Skilled in active listening, problem-solving, and using CRM software effectively. Dependable and results-oriented with passion for delivering quality service.

Experienced with managing high-volume customer interactions. Utilizes effective communication and problem-solving to address and resolve issues. Track record of maintaining high levels of customer satisfaction and team collaboration.

Overview

10
10
years of professional experience

Work History

Call Center Agent

Conduent
08.2024 - 01.2025
  • Responded to a large number of calls related to product and service inquiries (e.g., technical support, warranty claims, sales, etc.)
  • Analyzed and responded to more than [x] customer service tickets, which resulted in more than [x] minor or major resolutions
  • Handled an average of [x] escalations per day, engaging with customers in a friendly, courteous, and professional manner
  • Supervised teams of [x] agents, aided in their training, and ensured that customer service standards were met

Customer Service Representative Work From Home

Hulu
03.2021 - 05.2024
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Call Center Representative

Netflix
07.2019 - 03.2022
  • Answered 10+ calls per hour, exceeding target call rates by 16%
  • Maintained a professional, friendly demeanor with customers at all times, receiving 130+ positive customer reviews
  • Established knowledge of protocols, answering customer inquiries, and reducing wait times by 7+ minutes
  • Took 55+ customer orders per shift and made outbound calls for delivery delays or billing issues
  • Collaborated with a team of 27+ people
  • Resolved customer call complaints within 24 hours, reducing the likelihood of negative reviews by 68%
  • Awarded Agent of the Year 2 times for customer satisfaction
  • Spearheaded the creation of bulleted product lists and potential solutions for call staff, reducing wait times by 28%

Member Service Representative

MT. TRASHMORE FAMILY YMCA
01.2015 - 05.2019
  • Created successful sales presentations to highlight membership, overcome objections and close sales.
  • Helped members navigate systems, pay for services and resolve different concerns.
  • Led tours of facility to show prospects amenities and other benefits of membership.
  • Supported new members by facilitating connections with established participants and smooth integration into activities.
  • Built strong donor relationships, acknowledged contributions and reached out for specific needs or yearly renewals.
  • Processed new memberships and renewals, ensuring accurate data entry and timely processing.
  • Supported the development of membership policies and procedures, contributing to efficient operations.

Education

Associate of Science - Early Childhood Education

Bryant And Stratton College
12-2025

High School Diploma -

Granby High School
06-2010

Skills

  • Call center operations
  • Customer communications
  • Payment processing
  • Team development
  • Appointment setting
  • Data entry
  • Problem-solving skills
  • Typing speed
  • Issue resolution
  • Technical support
  • Account updating
  • Customer education
  • Answering questions
  • Resolving issues
  • Gathering information
  • System documentation
  • Call quality
  • Professional phone voice
  • Call handling
  • Inbound call reception
  • Customer support
  • Call center customer service
  • Verbal and written communication
  • Technical troubleshooting
  • Customer relationship management

Timeline

Call Center Agent

Conduent
08.2024 - 01.2025

Customer Service Representative Work From Home

Hulu
03.2021 - 05.2024

Call Center Representative

Netflix
07.2019 - 03.2022

Member Service Representative

MT. TRASHMORE FAMILY YMCA
01.2015 - 05.2019

Associate of Science - Early Childhood Education

Bryant And Stratton College

High School Diploma -

Granby High School