Latonya Floyd
Wallace,USA
Summary
Professional Client Service Specialist with robust experience in client relations and problem-solving. Strong focus on team collaboration and achieving results, adapting fluidly to changing needs. Expertise in communication, conflict resolution, and building lasting client relationships. Known for reliability, approachability, and results-driven mindset.
Overview
13
13
years of professional experience
Work History
CLIENT SERVICE REPRESENTATIVE
Discovery Education
01.2021 - 10.2025
- Responded to user inquiries across phone, email, and chat channels, helping customers maximize product value.
- Diagnosed software and network issues, guiding users through systematic troubleshooting steps to restore functionality.
- Collaborated with product and engineering teams to identify recurring product issues, escalate bugs, and contribute to product improvements.
- Maintained detailed case documentation in Salesforce and Jira, tracking trends and providing product feedback.
CUSTOMER SERVICE SUPPORT
LCI
01.2021 - 07.2021
- Managed customers' inquiries politely and offered expert support for product and service issues.
- Supported and mentored new booksellers in products, processes and customer service standards.
- Sought out opportunities to improve product and related customer experiences.
- Retained up-to-date knowledge of offered products and services to educate customers on features, benefits and pricing.
CLIENT SERVICE REPRESENTATIVE
DreamBox Learning
06.2020 - 12.2020
- Tracked documented and reported on all client interactions using CRM software.
- Provided accurate, timely information to clients via phone, email, or chat.
- Actively listened to client feedback and communicated insights to management for continuous improvement efforts.
- Consistently met performance metrics for call volume, quality assurance scores, and resolution times.
- Resolved client issues by researching and selecting most appropriate solution.
CUSTOMER SUPPORT REPRESENTATIVE
OFM Inc
01.2019 - 07.2020
- Processed replacement parts questions in company ERP system.
- Answered web chat requests from customers for basic questions and concerns.
- Collaborated with other departments to address customer concerns that required additional expertise.
- Resolved product or service issues by clarifying customer complaints and determining best solution.
- Escalated unresolved issues to management for further investigation and resolution.
- Provided customers with information about products, services, and promotions.
- Documented detailed notes of interactions with customers for future reference.
COLLECTIONS REPRESENTATIVE
College Foundation Inc
01.2013 - 01.2019
- Managed delinquent accounts and communicated with debtors to negotiate repayment plans.
- Documented each customer interaction in servicing system.
- Developed professional relationships with clients to facilitate communication and encourage prompt payment.
- Evaluated effectiveness of collection efforts through regular performance reporting and analysis.
- 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.
Education
HS Diploma -
East Bladen High
Elizabethtown, NCSkills
- Proficient in CRM software
- Call management
- Client relations management
- Client interaction proficiency
- Critical thinking abilities
- Experienced with MS Office applications
- Product training
- Customer needs analysis
LANGUAGE
English
Native
Timeline
CLIENT SERVICE REPRESENTATIVE
Discovery Education
01.2021 - 10.2025
CUSTOMER SERVICE SUPPORT
LCI
01.2021 - 07.2021
CLIENT SERVICE REPRESENTATIVE
DreamBox Learning
06.2020 - 12.2020
CUSTOMER SUPPORT REPRESENTATIVE
OFM Inc
01.2019 - 07.2020
COLLECTIONS REPRESENTATIVE
College Foundation Inc
01.2013 - 01.2019
HS Diploma -
East Bladen High
PREVIOUS RELEVANT EXPERIENCE
M.J. Soffe Company, Customer Service Supervisor
WEBSITE, PORTFOLIO AND PROFILES
www.linkedin.com/in/latonya-f-01a41049