LaTonia Brooks
Jacksonville,FL
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
7
7
years of professional experience
Work History
3rd Key Manager
Simply 10
06.2024 - 09.2024
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
Maximus
02.2024 - 05.2024
- Answered inbound and made outbound calls, responded to customer requests within set time frames, and delivered an exceptional quality of service to every customer
- Adhered to schedules, multi-tasking, meeting deadlines, and provided verbal and written responses to customers as required
- Worked as part of a dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way
- Created detailed documentation of customer interactions and account information
- Developed strong customer relationships and loyalty through effective communication
Customer Care Expert
Select Portfolio Servicing Inc
03.2023 - 08.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Customer Success Specialist
Freedom Mortgage
10.2021 - 03.2023
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Documented and detailed calls and complaints using call center's CRM database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Care Coordinator I
One Call Care Management
07.2021 - 09.2021
- Maintained accurate records of all activities related to care coordination services provided
- Provided education on available community resources to empower clients to make informed decisions about their health care
- Served as liaison between patient, family, caregiver, and various healthcare professionals involved in patient's overall plan of treatment and post-hospitalization
- Engaged in advocacy efforts on behalf of clients whenever necessary
- Developed and maintained relationships with a wide range of clients, providing quality care coordination services
Account Specialist
Venus Fashion
06.2017 - 10.2018
- Evaluated customers' potential needs to make appropriate recommendations.
- Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
- Set up new customer accounts and updated existing profiles with the latest information.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Researched billing errors and discrepancies to initiate corrective action.
Education
Bachelor of Science - Business Development
Colorado Technical University-Online
Colorado Springs, CO08.2024
Associate of Applied Science - Accounting And Business Management
Stevens-Henager College-Online
Ogden, UT10.2017
High School Diploma - undefined
Florida State College at Jacksonville
Jacksonville, FL01.2004
Skills
- Data analysis
- Data accuracy assessment
- Database management
- Collaborative teamwork
- Analytical problem-solving
- Proficient in managing multiple tasks
- Strong focus on accuracy
- Call management
- Proficient in verbal and written communication
- Customer complaint resolution
- Empathetic listening ability
- Customer service in call centers
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
3rd Key Manager
Simply 10
06.2024 - 09.2024
Customer Service Representative
Maximus
02.2024 - 05.2024
Customer Care Expert
Select Portfolio Servicing Inc
03.2023 - 08.2023
Customer Success Specialist
Freedom Mortgage
10.2021 - 03.2023
Care Coordinator I
One Call Care Management
07.2021 - 09.2021
Account Specialist
Venus Fashion
06.2017 - 10.2018
High School Diploma - undefined
Florida State College at Jacksonville
Bachelor of Science - Business Development
Colorado Technical University-Online
Associate of Applied Science - Accounting And Business Management
Stevens-Henager College-Online
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