Summary
Overview
Work History
Education
Skills
Timeline
Generic

Latonia Hutson

Willowbrook,IL

Summary

Personable and detail-oriented customer service representative with over 6 years of remote experience supporting customers, resolving complex account issues, and promoting service excellence. Proven ability to work independently, manage high call volumes, and consistently meet performance metrics. Passionate about delivering superior customer care and contributing to team success.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Concentrix
07.2020 - 09.2022
  • - Responded to customer inquiries regarding products and services.
  • - Provided primary support to both internal and external customers.
  • - Utilized resolution trees to assess technical issues and implement appropriate solutions.
  • - Maintained up-to-date knowledge of product offerings.
  • Remote

Customer Service Representative

Maximus Health Services
02.2017 - 07.2020
  • - Handled large volumes of inbound customer calls.
  • - Resolved customer concerns with empathy and professionalism.
  • - Assisted with appointment scheduling, special requests, and order processing.
  • - Promoted customer retention through excellent service and communication.
  • Remote

Remote Support Agent

Alorica
01.2016 - 01.2017
  • - Delivered front-line support for billing, account changes, and product troubleshooting.
  • - Logged customer interactions in CRM systems and followed up as necessary.
  • - Ensured compliance with data protection and privacy standards.
  • Remote

Virtual Customer Experience Associate

Amazon
10.2015 - 12.2016
  • - Provided real-time assistance via chat and phone to Amazon customers during peak holiday seasons.
  • - Resolved order and delivery issues efficiently and accurately.
  • - Recognized for maintaining a 95% customer satisfaction rate over multiple review periods.
  • Remote

Home-Based Call Center Agent

Liveops
07.2014 - 09.2015
  • - Supported multiple clients in insurance and retail industries.
  • - Managed inbound/outbound calls, processed claims, and tracked sales leads.
  • - Maintained performance metrics including call resolution time and quality assurance scores.
  • Remote Contractor

Education

General Studies

Olive-Harvey College
Chicago, IL
06.2007

High School Diploma -

Harper High School
Chicago, IL
06.2004

Skills

  • Adaptability and flexibility
  • Customer service
  • Customer satisfaction measurement
  • Customer relationship management (CRM)
  • Dispute resolution
  • Problem-solving

Timeline

Customer Service Representative

Concentrix
07.2020 - 09.2022

Customer Service Representative

Maximus Health Services
02.2017 - 07.2020

Remote Support Agent

Alorica
01.2016 - 01.2017

Virtual Customer Experience Associate

Amazon
10.2015 - 12.2016

Home-Based Call Center Agent

Liveops
07.2014 - 09.2015

General Studies

Olive-Harvey College

High School Diploma -

Harper High School

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