Latonia Kingston
Riverdale,GA
Summary
Skilled Customer Service Representative with experience in resolving complex customer inquiries. Possess strong communication skills, problem-solving abilities and demonstrate high adaptability to fast-paced environments. Previous professional roles have demonstrated a consistent history of enhancing customer satisfaction and team productivity.
Overview
7
7
years of professional experience
Work History
CSR 2
Maximus
Atlanta, GA
03.2020 - Current
- Maintained records of customer interactions, transactions, comments and complaints.
- Maintained up-to-date knowledge of company products and services.
- Followed up with customers to ensure their satisfaction.
- Identified customer needs and provided appropriate solutions.
- Provided customer service support to customers over the phone and by email.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Handled customer inquiries and complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
Temporary Csr 2
Maximus
Atlanta, GA
09.2019 - 03.2020
- Performed account maintenance activities such as updating client information in databases.
- Ensured compliance with applicable laws and regulations for provision of services.
- Researched required information using available resources.
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Participated in team meetings or training sessions when necessary.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
LogistiCare
Atlanta, GA
12.2018 - 07.2019
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
State Farm
Atlanta, GA
02.2017 - 07.2018
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries via phone, email, and chat.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Associate of Applied Science - Business Administration
Columbia Junior College
Columbia, SC05-1988
High School Diploma -
St. Andrews High School
Charleston, SC05-1986
Skills
- Microsoft Office
- Complaint Handling
- Call Management
- Complaint resolution
- Inbound and Outbound Calling
- Product Knowledge
- ASO-400
- Data Entry
- Client Relations
- Chat Working
Timeline
CSR 2
Maximus
03.2020 - Current
Temporary Csr 2
Maximus
09.2019 - 03.2020
Customer Service Representative
LogistiCare
12.2018 - 07.2019
Customer Service Representative
State Farm
02.2017 - 07.2018
Associate of Applied Science - Business Administration
Columbia Junior College
High School Diploma -
St. Andrews High School