Latisa Echols
NC
Overview
16
16
years of professional experience
Work History
Independent Customer Service Partner
Arise Virtual Solutions Inc.
07.2017 - Current
- Unsupervised inbound call operator from home for Fortune 500 companies.
- Schedule management.
- Sales and billing operations
- Brand building and customer satisfaction as it relates to the needs and goals of each individual company.
Owner & COO
HOTI Media & Entertainment Group LLC
09.2021 - 01.2023
- In charge of the day-to-day operations of the company, which include accounting, finance, human resources, marketing, and public relations.
- Analyze revenue and expenses and modify plans to increase profit margins.
- Use performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
- Create engaging sales copy and eye-catching graphics for creative client presentations.
- Communicate with clients on a regular basis via social media, email and phone correspondence to present new products, answer questions in order to provide virtual and tangible solutions.
- Developed a strong professional network and an easy CRM and CMS process to connect with high-quality leads.
- Handle customer complaints professionally, gathering all necessary information to make informed decisions and resolve issues.
- Review financial reports and statements on a regular basis to ensure that processes and operations were up to date and profitable.
- Envision and design websites, social media pages as well as other business identity and advertising materials.
Sales and Marketing Representative
AT&T Call Center
04.2019 - 09.2021
- Effectively responded to customer requests via phone and email, as well as answer questions and inquiries.
- Exceeded sales goals and serviced existing accounts on a regular basis to maximize revenue.
- Schedule appointments with potential and current customers to promote new products and services.
- Maximized business potential by providing excellent customer service and ensuring client retention.
- Entered data into the system, including payments, account information, and call logs.
- Built and nurtured strong relationships with customers in order to foster loyalty and increase customer satisfaction ratings.
- Used a consultative sales approach to listen carefully to the needs of my clients and make recommendations for desired products and services.
Technical Support Specialist
Asurion
09.2008 - 10.2017
- Documented and updated case notes for each customer and work order.
- Worked with the support team to help clients with urgent technical issues and come up with effective solutions.
- Explained technology-related details to people from all walks of life and in a variety of job positions in simple terms.
- Reviewed current hardware and software and suggested changes to improve system performance.
- Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
- Worked closely with supervisors to escalate and resolve customer or technical issues.
- Inbound phone calls from customers were received, and I was responsible for providing first-level support and remotely troubleshooting issues with service, equipment, and customer accounts.
- Helped customers identify problems and explained how to fix them so that service and functionality could be restored.
- Used strong communication, conflict resolution, and negotiation skills to resolve customer complaints and concerns.
- Submitted service tickets for requests for equipment maintenance.
- Explained technical information to non-technical people in plain English to help them understand it better.
- Conducted telephone consultations to better understand user issues, go over testing scripts, and ask probing questions to find root causes.
Education
Medical Billing & Coding
Wake Technical Community County
Raleigh, NC10.2024
General Education
Pine Forest High
Fayetteville, NC06.1996
Skills
- Persuasive and self motivated
- Proficient in medical billing software, CRM, ERP, Cisco products, Wordpress and Microsoft 365
- Strong understanding of ICD-10, CPT, and HCPCS coding systems
- Social Media Guru
- Detail oriented data entry
- Outstanding interpersonal and written communication
- Creative recruitment and human resources management
- Efficient in orientation and onboarding including facilitating training initiatives
- Powerful negotiator and conflict resolution
- Ability to work effectively independently, with a team, or collaboratively
- Extraordinary customer service skills
- Intuitive AI communication and production skills
Timeline
Owner & COO
HOTI Media & Entertainment Group LLC
09.2021 - 01.2023
Sales and Marketing Representative
AT&T Call Center
04.2019 - 09.2021
Independent Customer Service Partner
Arise Virtual Solutions Inc.
07.2017 - Current
Technical Support Specialist
Asurion
09.2008 - 10.2017
Medical Billing & Coding
Wake Technical Community County
General Education
Pine Forest High
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