Latisha Allen
Albany,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Albany Utility's
Albany, GA
09.2024 - Current
- 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.
Dispatcher
Albany Fire Department
Albany, GA
03.2021 - 04.2022
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
Cashier
Michaels Arts and Crafts
Albany, Ga
03.2020 - 11.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Receptionist
Marine Corps Base
Albany, GA
11.2018 - 03.2020
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Education
Bachelor In Criminal Justice Administration - Criminal Justice
University of Phoenix
Temple, AZ03.2025
Associates Degree - Criminal Justice
Albany Technical College
Albany, GA12.2020
Associates Degree - Hotel, Motel, And Restaurant Management
Albany Technical College
Albany, GA08.2018
Diploma - Diploma
Monroe High School
Albany Ga05.2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Client relations
- Payment processing
- Complaint resolution
- Professional telephone demeanor
- Customer satisfaction measurement
- Microsoft outlook
- Call center operations
- Scheduling
- Call management
- Follow-up skills
- Appointment scheduling
- Paperwork processing
- Product knowledge
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft PowerPoint
- Microsoft Office Suite
- Data collection
- Customer relationship management (CRM)
- De-escalation techniques
- Prioritization
- Building rapport
- Technical support
- Clerical support
- Filing
Certification
- CPR/AED Certification
- Hotel management specialist
- Criminal justice specialist
- Event coordinator
Timeline
Customer Service Representative
Albany Utility's
09.2024 - Current
Dispatcher
Albany Fire Department
03.2021 - 04.2022
Cashier
Michaels Arts and Crafts
03.2020 - 11.2021
Receptionist
Marine Corps Base
11.2018 - 03.2020
Bachelor In Criminal Justice Administration - Criminal Justice
University of Phoenix
Associates Degree - Criminal Justice
Albany Technical College
Associates Degree - Hotel, Motel, And Restaurant Management
Albany Technical College
Diploma - Diploma
Monroe High School