Latice Collins
Florence,SC
Summary
Dynamic customer service professional with a proven track record at Assurant, excelling in active listening and critical thinking. Enhanced customer satisfaction through effective issue resolution and training initiatives, while analyzing feedback to drive service improvements. Skilled in data entry, consistently delivering high-quality support and fostering a loyal customer base.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Assurant
05.2018 - Current
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to enhance service delivery processes and customer satisfaction.
- Trained new team members on company protocols, improving onboarding efficiency and knowledge retention.
- Analyzed customer feedback to identify trends, recommending actionable improvements for service quality.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Representative
SYKES
04.2016 - 05.2018
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Assistant Store Manager
Shells Gas Station
02.2004 - 01.2016
- Supervised daily operations, ensuring compliance with safety and quality standards.
- Trained and mentored new staff in customer service protocols and operational procedures.
- Implemented inventory management system to optimize stock levels and reduce waste.
- Developed employee schedules, balancing labor costs with operational needs for efficiency.
- Enhanced customer experience by leading initiatives that improved service speed and accuracy.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Assisted in recruiting, hiring and training of team members.
Education
Certificate - Office Skills Management
Howard Adult Center
Georgetown, SC08-2010
High School Diploma -
Andrews High
Andrews, SC06-1995
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Payment processing
- Follow-up skills
- Documentation
Timeline
Customer Service Representative
Assurant
05.2018 - Current
Customer Service Representative
SYKES
04.2016 - 05.2018
Assistant Store Manager
Shells Gas Station
02.2004 - 01.2016
Certificate - Office Skills Management
Howard Adult Center
High School Diploma -
Andrews High
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