LaTonya Holmes
Student
Rochester,NY
Overview
1
1
year of post-secondary education
4
4
years of professional experience
Work History
FC Associate
Amazon
Rochester, NY
10.2018 - Current
- Wrapped pallets in shrink wrap prior to loading.
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Completed daily cycle counts and quarterly inventories and resolved variances to maintain data accuracy.
- Consistently lifted materials weighing as much as 50 pounds.
- Checked packages and merchandise for damage and notified vendors.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
- Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight.
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
Tier 1 Technical Support Agent
Concentrix
Rochester, NY
01.2017 - 11.2017
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Handled inbound customer chat conversations from various websites.
- Met all customer call guidelines including service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted available products and services to customers during service, account management and order calls.
Customer Service Representative
Xerox
Rochester, NY
05.2016 - 09.2016
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Responded to customer comments and questions via LiveChat during shifts.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Completed and processed paperwork for new and existing customers needing specialized assistance.
- Operated office-type machinery and binding equipment to efficiently support retail customers.
Customer Service Representative
Sutherland Global Services
Rochester, NY
09.2015 - 11.2015
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered constant flow of customer calls with minimal wait times.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Communicated professionally with colleagues, freelancers and clients.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
High School Diploma -
Frederick Douglass High School
Rochester 06.2011 - 06.2012
Skills
System administration
Data extraction and synchronization
Testing and bugging
Product development
Software Development
Innovative
Coding
Timeline
FC Associate
Amazon
10.2018 - Current
Tier 1 Technical Support Agent
Concentrix
01.2017 - 11.2017
Customer Service Representative
Xerox
05.2016 - 09.2016
Customer Service Representative
Sutherland Global Services
09.2015 - 11.2015
High School Diploma -
Frederick Douglass High School
06.2011 - 06.2012