LaTonya Alston
Sandston,VA
Summary
Customer Care Professional with significant background in customer service and relationship management. Skilled at resolving complex customer inquiries, developing effective solutions, and maintaining high customer satisfaction rates. Strengths include strong communication skills, problem-solving abilities, and knowledge of CRM systems. Significant impact made in previous roles by improving customer satisfaction scores and streamlining processes for efficiency.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Copart Auto Auctions
Baltimore, Mar
03.2024 - Current
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Account Manager
Taradel
Glen Allen, VA
03.2023 - 04.2024
- Proactively managed a high-volume customer base built rapport with clients by actively listening to their concerns, demonstrating empathy, and tailoring solutions to meet their unique needs, resulting in improved customer loyalty
- Worked closely with account manager's and Underwriters on existing Commercial Insurance policies
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Created comprehensive reports on account performance and presented them to senior management.
- Provided training and guidance to new Account Managers.
PROGRESSIVE INSURANCE
10.2019 - 03.2023
- Achieved key performance metrics Consistently surpassed company established targets, including average call duration, first-call resolution rate, and customer satisfaction scores, earning recognition for exceptional performance
ELEPHANT INSURANCE
RICHMOND, VA
04.2013 - 10.2019
- Ensured strict adherence to company policies, privacy regulations, and data protection guidelines, maintaining the confidentiality and security of customer information
- Collaborated in team meetings to identify processes bottlenecks leading to efficiency of existing working teams
Education
High School -
Garfield High School
Real Estate School -
Moseley Real Estate School
Skills
- Administrative Support
- Office Management
- Communication
- Microsoft Office Suite
- CRM Software
- Data Entry and Record Keeping
- Data Entry
- Call Management
- Data Collection
- Appointment Scheduling
References
AVAILABLE UPON REQUEST
Timeline
Customer Service Representative
Copart Auto Auctions
03.2024 - Current
Account Manager
Taradel
03.2023 - 04.2024
PROGRESSIVE INSURANCE
10.2019 - 03.2023
ELEPHANT INSURANCE
04.2013 - 10.2019
High School -
Garfield High School
Real Estate School -
Moseley Real Estate School
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