Latonya Floyd
Ivanhoe
Summary
Client-focused Customer Service Professional skilled in client relations and CRM software. Enhances client satisfaction and streamlines processes through effective communication and problem-solving. Delivers exceptional support while fostering positive client relationships.
Overview
13
13
years of professional experience
Work History
Customer Service Engagement Rep IIII
Intake Solutions of America
Remote
01.2026 - Current
- Answer inbound calls promptly and professionally, demonstrating empathy and active listening skills.
- Communicate clearly with clients about the process, set appropriate expectations, and answer basic questions about services.
- Conduct thorough intake interviews to gather detailed information about potential personal injury cases, including accident details, injuries, and client circumstances.
- Accurately document all client information in the ISA system, ensuring completeness and attention to detail for case evaluation.
- Qualified leads based on established criteria, determining next steps to enhance caller engagement.
- Managed multiple systems simultaneously, ensuring high conversation quality and fostering rapport with callers.
- Meet or exceed performance metrics including call quality scores, conversion rates, productivity standards, and client satisfaction targets.
- Participate in ongoing training and coaching sessions to continuously improve skills and knowledge.
Product Support Specialist
Discovery Education
03.2023 - 10.2025
- Acted as primary contact for onboarding and supporting new and existing clients, ensuring smooth transitions.
- Respond to incoming member questions through email, phone, and ticketing system
- Assist clients with logging in, system access, and initial setup.
- Troubleshot access and login issues for members, providing step-by-step guidance through online systems.
- Document all interactions in the CRM and follow established response times
- Demonstrated product features and services to clients, ensuring comprehensive understanding and effective usage.
- Collaborated with sales, support, product, and operations teams to address and fulfill client requirements.
Product Support Specialist
DreamBox Learning
03.2022 - 02.2023
- Acted as primary contact for onboarding and ongoing support of new/current clients, ensuring clear communication of needs.
- Assist clients with logging in, system access, and initial setup.
- Help troubleshoot basic access or login problems and guide members through online systems
- Showed clients how to effectively use the product/service.
- Respond to incoming member questions through email, phone, and ticketing system
- Document all interactions in the CRM and follow established response times
- Work with Sales, Support, Product, and Operations teams to meet client needs.
Customer Service Support
LCI
Durham
01.2022 - 07.2022
- Handled customer inquiries with professionalism, providing expert support for product and service issues to enhance customer satisfaction.
- Retained up-to-date knowledge of offered products and services to educate customers on features, benefits and pricing.
- Trained and guided new booksellers on products, processes, and customer service standards to ensure consistent service quality.
- Identified and implemented improvements to product and customer experiences, contributing to overall service excellence.
Product Support Specialist
DreamBox Learning /Gary Nelson Staffing
06.2021 - 11.2021
- Acted as main point of contact for new and current clients, ensuring a seamless communication channel.
- Assist clients with logging in, system access, and initial setup.
- Handled member inquiries via email, phone, and ticketing system.
- Document all interactions in the CRM and follow established response times
- Demonstrate how to use the product/service.
- Outlined onboarding process, including timelines and expectations, to facilitate client understanding.
- Work with Sales, Support, Product, and Operations teams to meet client needs.
Customer Support Representative
OFM Inc
Holly Springs
01.2019 - 07.2020
- Resolved product or service issues by clarifying customer complaints and determining best solution.
- Collaborated with other departments to address customer concerns that required additional expertise.
- Escalated unresolved issues to management for further investigation and resolution.
- Answered web chat requests from customers for basic questions and concerns.
- Managed replacement parts inquiries in company ERP system to ensure accurate order fulfillment.
- Provided customers with information about products, services, and promotions.
- Recorded comprehensive notes of customer interactions to enhance future support and service quality.
Collections Representative
College Foundation Inc
Raleigh
01.2013 - 01.2019
- Managed delinquent accounts, negotiating repayment plans with debtors to reduce outstanding balances.
- Cultivated professional relationships with clients, enhancing communication to promote timely payments.
- Assessed effectiveness of collection efforts through performance reporting and analysis to inform strategy adjustments.
- Analyzed customer payment histories to identify patterns or changes that may indicate potential default risk.
- Maintained accurate records of all collection activities in company database.
- Documented each customer interaction in servicing system.
Education
HS Diploma -
East Bladen High
Elizabethtown, NCSkills
- Call handling
- Client management
- Technical support
- CRM software
- SalesForce/Fresh Desk
- Jira Service Management
- Okta UX
- MS Office applications
- Product training
Languages
English, Native
Timeline
Customer Service Engagement Rep IIII
Intake Solutions of America
01.2026 - Current
Product Support Specialist
Discovery Education
03.2023 - 10.2025
Product Support Specialist
DreamBox Learning
03.2022 - 02.2023
Customer Service Support
LCI
01.2022 - 07.2022
Product Support Specialist
DreamBox Learning /Gary Nelson Staffing
06.2021 - 11.2021
Customer Support Representative
OFM Inc
01.2019 - 07.2020
Collections Representative
College Foundation Inc
01.2013 - 01.2019
HS Diploma -
East Bladen High