Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Latonia Strickland

Fayetteville,NC

Summary

Driven Retail professional with top-notch sales abilities, service-oriented nature and analytical approach to resolving customer problems. Adapts to new industry trends and changing customer desires. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Consumer Retail Support

AT&T Corporation
Fayetteville, United States
08.2020 - Current
  • Answer inbound calls to assist corporate retail, authorize retail, in home expert, and door 2 door representatives with issues they are unable to complete or not authorized to complete
  • Utilizes various systems and tools to complete transactions such as upgrade reversals, plan changes, billing issues, installment workarounds, technical issues, adjustments, manual orders, and account reviews.
  • Coordinates with other departments to resolve customer issues.
  • Maintain working knowledge of company products, services, and promotions.
  • Pod leader/ mi60 duties which includes assisting in center representatives when needed for processes they are not able to complete, or articles they are not able to find.
  • Assist in new hire work from home chats leading, guiding, and mentoring when needed.

Mobility Sales and Service

AT&T Corporation
Fayetteville, United States
01.2014 - 08.2020
  • Delivered superior customer service to retain existing customers and attract future customers.
  • Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
  • Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving of issues.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Informed customers of promotions to increase sales productivity and volume.
  • Effectively exceeded sales goals with less than 1% return rate.

Customer Network Agent

SYKES
Fayetteville, United States
06.2018 - 01.2019
  • Trained on new Verizon project launch.
  • Responsible for inbound calls in chats regarding billing, sales and equipment.
  • Performed technical troubleshooting on equipment.

Customer Retention

StarTek
Farmington , MO
04.2016 - 06.2018
  • Took inbound calls regarding customer accounts
  • Retained customers at risk of cancelling their accounts or porting out
  • Assisted customers regarding billing issues
  • Submitted high level adjustments when needed
  • Exceeded monthly goals

Education

No Degree - Criminal Justice

Kaplan University
Davenport, IA

Bachelor of Science - Legal Studies

Post University
Waterbury, CT
10.2023

High School Diploma -

Farmington Sr. High School
Farmington, MO
05.2006

Skills

  • Sales and Promotions
  • Strong Communication and Interpersonal Skills
  • Adaptable and Flexible
  • Building Customer Loyalty
  • Available Nights, Weekends and Holidays
  • Excellent Written and Verbal Communication
  • Computer Proficiency and Microsoft Office
  • Meeting Sales Goals
  • Product Knowledge
  • Customer Retention

Certification

Customer Ambassador Program President

Timeline

Consumer Retail Support

AT&T Corporation
08.2020 - Current

Customer Network Agent

SYKES
06.2018 - 01.2019

Customer Retention

StarTek
04.2016 - 06.2018

Mobility Sales and Service

AT&T Corporation
01.2014 - 08.2020

No Degree - Criminal Justice

Kaplan University

Bachelor of Science - Legal Studies

Post University

High School Diploma -

Farmington Sr. High School

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Latonia Strickland