Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
LaTisa Chapman

LaTisa Chapman

Meridian,MS

Summary

Driven customer service professional with a proven track record at Iqor, excelling in high-pressure environments. Skilled in conflict resolution and customer relationship management, significantly enhancing customer loyalty and satisfaction. Demonstrates exceptional problem-solving and active listening abilities, adept at de-escalating complex issues and streamlining customer service operations.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Iqor
07.2010 - Current

Taking inbound calls with high call volume

Scheduling and confirming appointment

Explaining billing invoices

Reporting fraudulent activity on accounts

Extensive notating on accounts

Taking over the phone payments

Multitasking with calls and chats

Entering meter reads over the phone

De-escalating calls

Customer Service Cashier

Tj Maxx Dept Store
05.2005 - 05.2010
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Met customer service goals and exceeded customer expectations.

Education

N/a - Marketing Management And Research

Meridian Community College
Meridian, MS

Diploma - N/A

Meridian High School
Meridian, MS
05.2005

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling
  • Payment Processing
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Scheduling
  • Follow-up skills
  • Call Management
  • Product Knowledge
  • Appointment Scheduling
  • Team Development
  • Documentation
  • Administrative Support
  • Customer Relationship Management (CRM)
  • De-Escalation Techniques
  • Building rapport
  • Quality Control
  • Live chat support
  • Customer Education
  • Product Sales
  • Multi-line phone talent
  • Assertiveness
  • Account updating
  • Research
  • Reading Comprehension
  • Proofreading
  • Retail store support
  • Brand representation
  • Escalation management
  • Credit adjustments

Timeline

Customer Service Representative

Iqor
07.2010 - Current

Customer Service Cashier

Tj Maxx Dept Store
05.2005 - 05.2010

N/a - Marketing Management And Research

Meridian Community College

Diploma - N/A

Meridian High School
LaTisa Chapman