LATOIA GREEN
GROVETOWN,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in Healthcare and Retail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Tracer
Maximus
HAMMOND, IN
11.2020 - 03.2023
- Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented contact attempts and timeframes.
- Completed data entry to facilitate case interview and elicited close contacts into designated system immediately after obtaining.
- Leveraged scripted template to guide interview process, ask required questions and conduct interactions with professionalism and empathy.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Explained importance of contact tracing to prevent disease transmission and keep communities healthy.
Customer Service Representative
Concentrix
FARMINGTON HILLS, MI
06.2017 - 08.2020
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Client Scheduler
GoHealth
CHICAGO, IL
05.2015 - 06.2017
- Scheduled and confirmed appointments.
- Entered information into system to update status reports.
- Updated reports and daily logs for management use and permanent files.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Planned and delegated work to meet project and production goals.
- Provided delay updates and information regarding special circumstances.
- Processed payments and updated accounts to reflect balance changes.
- Optimized inventory by placing timely orders and improving organization of supplies.
- Answered telephones and directed calls to appropriate staff members.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Created and maintained accurate and complete records of all customer interactions in job-related software.
- Qualified customers' interest levels by building trust through conversation and utilizing provided scripts.
Customer Service
Amazon
PASADENA, CA
08.2015 - 12.2016
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Consulted with customers to resolve service and billing issues.
Education
Associate - Computer Programming
ROBERT MORRIS UNIVERSITY ILLINOIS
01.2001
Skills
- Verbal and Written Communication
- Relationship Building
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Customer Account Management
- Customer Retention Strategies
- Teamwork and Collaboration
- Time Management
- Negotiation and Conflict Resolution
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
Tracer
Maximus
11.2020 - 03.2023
Customer Service Representative
Concentrix
06.2017 - 08.2020
Customer Service
Amazon
08.2015 - 12.2016
Client Scheduler
GoHealth
05.2015 - 06.2017
Associate - Computer Programming
ROBERT MORRIS UNIVERSITY ILLINOIS