Latifah Jennings
Englewood,NJ
Summary
Enthusiastic client services professional with over 20yrs in the Customer Service strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining confidential information Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Remx/NVA
Clifton, New Jersey
02.2022 - 02.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Implemented innovative methods for streamlining the customer service process.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
Call Center Representative
Greater Bergen Community Action
Hackensack, New Jersey
05.2021 - 01.2022
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Updated databases with new and modified customer data.
- Maintained records of customer interactions, transactions, comments and complaints.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Maintained detailed records of customer interactions and transactions for future reference.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Coordinator
The Children's Place
Secaucus, New Jersey
09.2018 - 02.2021
- Led team engagement to assist cross-functional departments and achieve goals.
- Communicated regularly with other teams across the organization regarding any changes or updates in regards to client accounts or services offered.
- Tracked and reported customer interaction trends to assess procedures and identify opportunities to improve systems.
- Consulted with customers regarding needs and addressed concerns.
- Resolved customer complaints or answered customers' questions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored customer service calls and provided feedback on performance.
- Delegated work to staff, setting priorities and goals.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Managed daily tasks such as scheduling appointments, handling paperwork, filing documents.
- Analyzed trends in customer inquiries and developed strategies to address them effectively.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Ensured that all customer inquiries were responded to in a timely manner.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Monitored phone calls to provide feedback and coaching.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Developed relationships with customers to ensure satisfaction.
Customer Liaison Officer
Selective Beauty
New York, New York
05.2016 - 09.2019
- Prevented key account losses by researching discrepancies and correcting problems.
- Researched solutions to address customer problems or concerns.
- Strengthened customer retention by offering discount options.
- Retained clients and obtained referrals by promptly resolving customer complaints, providing value and promoting quality.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Updated databases with new and modified customer data.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Took special orders in person and over telephone, generating additional revenue every month.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Advised customers on appropriate action when dealing with product or service issues and concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Administrative Assistant
New Bridge Medical Center
Paramus, New Jersey
06.2012 - 10.2015
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Coordinated travel arrangements and completed expense reports for travel reimbursement.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Responded to customer issues to provide immediate resolution and improve retention.
- Facilitated communication between different departments within the organization.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
- Proofread content for typo-free emails and documentation.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Handled confidential documents in an organized fashion according to established protocol.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Coordinated catering services for various functions, including sales trainings and department meetings.
- Composed, edited and typed complex memos and reports with job-related software.
- Directed customer inquiries to appropriate department personnel.
- Managed database systems containing customer contact information.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Processed invoices for payment using accounting software applications.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Scheduled appointments between clients and customers and internal staff members.
Education
Associate of Applied Science -
Bergen Community College
Paramus, NJ05-1999
Skills
- Complaint resolution
- Scheduling
- Account updating
- Credit card payment processing
- Opening and closing accounts
- Report transcription
- Tracking complaints
- Business development
- Product promotion
- Coordination
- Customer relationship management (CRM)
- Building rapport
- Escalation management
- Typing proficiency
- Call center procedures
- Complaint handling
- Empathy and patience
- Project management
- Payment processing
- Paperwork processing
- Filing
- Support case resolution
- Shipping procedures
- Adaptability and flexibility
- Customer relations
- Cultural awareness
- Inbound and outbound calling
- Problem-solving
- Data entry
- Call center experience
- Appointment scheduling
- Customer education
- Conflict resolution
- Customer service
- Decision-making
Operation skills
- Multi-tasking
- MS Suite
- Google applications
- CRM system
- EDI system
- Sales force
- SAP
Timeline
Customer Service Representative
Remx/NVA
02.2022 - 02.2024
Call Center Representative
Greater Bergen Community Action
05.2021 - 01.2022
Customer Service Coordinator
The Children's Place
09.2018 - 02.2021
Customer Liaison Officer
Selective Beauty
05.2016 - 09.2019
Administrative Assistant
New Bridge Medical Center
06.2012 - 10.2015
Associate of Applied Science -
Bergen Community College