LATIFAH ALLEN
Wellington,USA
Summary
Dynamic customer support professional with a proven track record at Acme Tech Solutions, excelling in resolving complex issues and enhancing customer satisfaction. Skilled in Zendesk CRM and adept at empathetic communication, I consistently achieved high customer loyalty through effective problem-solving and a commitment to quality service in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Remote Customer Support Representative
Acme Tech Solutions
, Florida
01.2022 - Current
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
Customer Service Associate
Retail Plus Inc.
New York, NY
08.2019 - 12.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback
- Maintained a high level of product knowledge, providing accurate information to customers
- Answered customer telephone calls promptly to avoid on-hold wait times
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency
- Handled billing and payment issues by following guidelines and resolving disputes
- Maintained detailed record of customer interactions, ensuring accountability and follow-up
Remote Customer Service Support
Amazon Prime
, Florida
03.2016 - 08.2019
- Self-motivated, with a strong sense of personal responsibility
- Worked effectively in fast-paced environments
- Skilled at working independently and collaboratively in a team environment
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Excellent communication skills, both verbal and written
- Provided real-time chat and email support to Prime members regarding account, billing, and shipping concerns
- Resolved high-volume support tickets efficiently while maintaining professionalism and empathy
- Contributed to quality assurance by flagging recurring issues and suggesting process improvements
- Maintained an average customer satisfaction rating above 90% across multiple channels
Customer Service Representative
Urban Decay
Miami, FL
02.2014 - 03.2016
- 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
Education
High School Diploma -
Everglades High School
Miramar, FL06.2009
Skills
- Zendesk CRM & Ticketing
- Live Chat
- Phone Support
- Email Support
- Customer De-escalation
- Empathy
- Time Management
- Self-Motivation
- Knowledge Base Maintenance
- Help Center Maintenance
- Typing Speed: 70 WPM
- Microsoft Teams
- Outlook
- Slack
- Zoom
- E-commerce Platforms
- Order Tracking
- Fulfillment Coordination
- Data Entry
- Documentation
- Cross-functional Collaboration
- CRM Reporting
- Customer Insights
- Multi-tasking
- High-Volume Environments
- Product Knowledge Support
- Remote Work Best Practices
- Customer service
Certification
- Zendesk Customer Support Fundamentals, 2023
- Remote Customer Service Foundations - Coursera
Timeline
Remote Customer Support Representative
Acme Tech Solutions
01.2022 - Current
Customer Service Associate
Retail Plus Inc.
08.2019 - 12.2021
Remote Customer Service Support
Amazon Prime
03.2016 - 08.2019
Customer Service Representative
Urban Decay
02.2014 - 03.2016
High School Diploma -
Everglades High School