Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
LaTonya Holmes

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

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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

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