Latisha Dukes
Lexa,Arkansas
Summary
Sales professional with extensive experience in account and customer relationship management. Cultivates, nurtures and maintains long-term customer relationships to boost sales and grow brand visibility. Self-motivated with exceptional communication and computer capabilities. Friendly Customer Service Agent skilled in communicating with people of diverse cultures while providing exceptional customer service. Natural leader with a passion for team building and promoting positive company morale.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Live X Change
Newmarket, ON L3X 1X4, Canada
03.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
Outbound Calling Voting Specialist
Alliance Advisors
Bloomfield, New Jersey
10.2016 - 05.2018
- Effectively managed a high-volume of outbound customer calls
- Acted professionally and patiently when addressing negative customer feedback
- Referred unresolved customer grievances to designated departments for further investigation
- Addressed and resolved customer product complaints empathetically and professionally
- Met or exceeded service and quality standards every review period
- Defused volatile customer situations calmly and courteously
- Managed high call volume with tact and professionalism
- Accurately documented, researched and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Office Manager
Eastern Arkansas Diabetic and Medical Supply
Clarendon, AR
05.2012 - 10.2016
- Created daily and weekly cash reports for accounting management
- Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions
- Filed and addressed employee complaints in accordance with company policies and government regulations
- Monitored payments due from clients and promptly contacted clients with past due payments
- Solved unresolved customer issues
- Trained staff on operating procedures and company services
- Completed and mailed bills, contracts, policies, invoices and checks
- Managed and responded to all correspondence and inquiries from customers and vendors
- Contacted other store locations to determine merchandise availability
- Engaged with customers in a sincere and friendly manner
- Built relationships with customers to increase likelihood of repeat business
- Effectively managed a high-volume of inbound and outbound customer calls
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Managed high call volume with tact and professionalism
- Gathered and verified all required customer information for tracking purposes
- Answered a constant flow of customer calls with many calls in queue
- Provided an elevated customer experience to generate a loyal clientèle
- Answered an average of 33 calls per hour by addressing customer inquiries, solving problems and providing new product information
- Answered customer questions about product availability and shipment times
- Processed cash and credit payments rapidly and accurately
- Documented all customer inquiries and comments thoroughly and quickly.
Bail Bondsman
Manuel Bail Bond, Inc.
West Helena
03.2008 - 05.2012
- Organized client documentation by checking files and verifying completeness of notes
- Evaluated client progress toward completing terms of probation and addressed difficulties
- Bonded criminals out of jail whom wish to post bail Wrote progress reports and testified under oath at court hearings
- Maintained personal contact with offenders through office and community visits
- Organized client documentation by checking files and verifying completeness of notes
- Coordinated and worked closely with law enforcement Maintained organized offender records and documentation in compliance with department and legal standards.
- Demonstrated respect, friendliness and willingness to help wherever needed
- Accepted and processed account payments
Legal Assistant
Barrett Law Firm
Stuttgart, Arkansas
01.2007 - 06.2007
- Processed appeals, motions and pretrial agreements
- Scheduled and made appointments for the attorney
- Received and placed telephone calls to clients and prospective clients
- Scheduled all appointments, appearances and briefings
- Filed documents with the courts on behalf of the attorney
- Maintained calendar and tickler system for managing partner, associate attorney and senior paralegal
- Screened telephone calls and forwarded them to the appropriate departments
- Organized files for court proceedings
- Created, indexed and maintained client binders
- Entered new cases into company database.
Education
Some College (No Degree) -
The University of Mississippi
High School Diploma - undefined
Clarendon High School
2001
Skills
- Organized
- Business development
- Enthusiastic yet professional demeanor
- Budgeting
- Detail-oriented data analysis
- In-depth knowledge of Salesforce
- Multitasking skills
- Follows procedures
- Able to learn quickly
- Creative Problem Solving
- Courteous with Strong Service Mindset
- De-escalation Techniques
- Efficient and Detail-Oriented
- Responding to Difficult Customers
Timeline
Customer Service Representative
Live X Change
03.2018 - Current
Outbound Calling Voting Specialist
Alliance Advisors
10.2016 - 05.2018
Office Manager
Eastern Arkansas Diabetic and Medical Supply
05.2012 - 10.2016
Bail Bondsman
Manuel Bail Bond, Inc.
03.2008 - 05.2012
Legal Assistant
Barrett Law Firm
01.2007 - 06.2007
Some College (No Degree) -
The University of Mississippi
High School Diploma - undefined
Clarendon High School
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