Latonia Booth
Murfreesboro,Tennessee
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
Murfreesboro, TN
01.2006 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Provided primary customer support to internal and external customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Investigated and resolved customer inquiries and complaints quickly.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Strengthened communication skills through regular interactions with others.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Paid attention to detail while completing assignments.
- Effectively performed troubleshooting on mobile devices.
Education
N/A - Communication/Zoology
Columbus State Community College
Columbus, OHBartending/ Mixology Certificate Of Completion - Mixology
Nashville Bartending School
Nashville, TN10.2022
College Prep Diploma - High Schoom
Brookhaven High School
Columbus, OH06.1993
Skills
- POS systems expert
- Record preparation
- Promotional support
- Service Upselling
- Retail store support
- Research
- Policies and Procedures Adherence
- Conflict Resolution
- Follow-up skills
- Documentation
- Understanding Customer Needs
- Process Optimization
- Product Knowledge
- Dispute Resolution
- Sales Transactions
- Data Collection
- Complaint Handling
- Inbound Call Management
- Active Listening
- Brand representation
- Escalation management
- Customer Education
- Cross-Functional Collaboration
- Issue and Complaint Resolution
- Technical Support
- Product Sales
- Account Updates
- Transaction Processing
- Sales and Upselling
- Call Center Operations
- Payment Processing
- De-Escalation Techniques
- Critical Thinking
- Building rapport
- Relationship Building
- Appointment Scheduling
- Customer Retention Strategies
- Order Processing
- Strategic sales knowledge
- Calm Under Pressure
- Information Security
- Needs Assessment
- Product Education
- Microsoft Office and Excel
Timeline
Customer Service Representative
Verizon Wireless
01.2006 - Current
N/A - Communication/Zoology
Columbus State Community College
Bartending/ Mixology Certificate Of Completion - Mixology
Nashville Bartending School
College Prep Diploma - High Schoom
Brookhaven High School