LATISIA GREER
St.Louis,MO
Summary
Professional with comprehensive experience in customer service leadership. Proven track record in driving team performance, resolving issues, and enhancing customer satisfaction. Strong focus on fostering collaboration, adapting to changing needs, and ensuring reliable service delivery. Skilled in conflict resolution, team training, and performance management. Reliable and results-driven with unwavering commitment to excellence.
Overview
10
10
years of professional experience
Work History
Customer Service Team Lead
ASM Research
Remote
06.2024 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Patient Care Advocate
Accredo Healthcare
St. Louis, MO, USA
10.2022 - 08.2023
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.
- Assisted disabled clients to support independence and well-being.
- Streamlined administrative processes for improved efficiency in handling patient records and appointments.
- Followed document protocols to safeguard confidentiality of patient records.
- Responded to inquiries by directing calls to appropriate personnel.
Senior Advisor
Teleperformance
St. Louis, MO, USA
09.2020 - 06.2022
- First contact to troubleshooting apple devices
- Used ticketing systems to manage and process support actions and requests.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
Supervisor Cook/Aide
DutchTown Care & Rehab Center
St. Louis, MO, USA
08.2019 - 08.2020
- Pre and preparing meals for the residents
- Handled catering scheduling, ordered food and planned events.
- Hired and trained both permanent and temporary staff members.
- Coordinated with event planners for floor and table layouts, guest numbers, and overall catering needs.
- Increased repeat business through exceptional customer service and attention to detail in event execution.
- Streamlined kitchen operations, ensuring timely preparation and delivery of high-quality dishes.
- Motivated staff to perform at peak efficiency and quality.
Document Conversionist
Anancomp
Maryland Heights, MO, USA
11.2017 - 04.2019
- Reviewing documents for clients before they are scanned into a computer system
- Collaborated with team members to establish best practices for the scanning process, increasing overall productivity.
- Coordinated with other departments to ensure efficient transfer of scanned documents for further processing or archiving purposes.
- Archived documents to locate quickly by strictly following storage methods.
- Optimized scanning procedures to accommodate large volumes of documents, maintaining high-quality standards.
- Enhanced data security with rigorous adherence to scanning and storage guidelines, safeguarding sensitive information.
- Prepared documents for projects in accordance with project manager, team, or client specifications.
Telephone Enumerator
United States Department of Agriculture
St. Louis, MO, USA
06.2015 - 11.2017
- Taking inbound/outbound calls to survey farmers live stocks/crops
- Assisted in training new enumerators, sharing best practices and providing guidance on effective survey techniques.
Education
Diploma -
Charles Sumner High School
St.Louis, MO06.1992
Skills
- Microsoft Word
- PowerPoint
- Excel
- Multiline Phone System
- Data entry
- Customer relations
- Professional telephone demeanor
- Product knowledge
- Appointment scheduling
- Team development
- Documentation
- Data collection
- Administrative support
- Live chat support
- Document control
- Quality assurance controls
Timeline
Customer Service Team Lead
ASM Research
06.2024 - Current
Patient Care Advocate
Accredo Healthcare
10.2022 - 08.2023
Senior Advisor
Teleperformance
09.2020 - 06.2022
Supervisor Cook/Aide
DutchTown Care & Rehab Center
08.2019 - 08.2020
Document Conversionist
Anancomp
11.2017 - 04.2019
Telephone Enumerator
United States Department of Agriculture
06.2015 - 11.2017
Diploma -
Charles Sumner High School