Latonya Lester
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
12
12
years of professional experience
Work History
Patient Service Associate
Towne Park
03.2024 - Current
- Promoted a welcoming atmosphere by greeting patients upon arrival, quickly addressing their needs, and answering questions clearly.
- Maintained confidentiality by properly handling sensitive patient information in accordance with HIPAA guidelines.
- Enhanced patient satisfaction by providing efficient and compassionate service during check-in and check-out processes.
- Confirming patient's appointments using EPIC and issuing Visitors badge upon checking into the hospital to ensure safety and security of the Facilities.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Technical Support Call Center Representative
Kelly Services
05.2019 - 10.2022
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Utilized remote access tools when necessary to diagnose problems quickly, minimizing downtime for clients'' systems.
- Effectively communicated complex technical information to non-technical users both verbally and in writing.
- Maintained a high first-call resolution rate through active listening, problem-solving skills, and in-depth product knowledge.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues, schedule repair appointments whenever necessary.
- Collaborated with team members to ensure full coverage and optimal scheduling of appointments across departments.
Call Center Representative
OneSpaWorld
01.2015 - 05.2019
- Maintained high-quality standards through thorough knowledge of products, services, and company policies.
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Collaborated closely with other departments such as marketing or product management teams in order to stay informed about new offers or updates relevant to the role.
- Contributed to positive work environment by assisting colleagues with problem-solving and skill development.
- Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
- Achieved top performer status consistently due to excellent sales results and customer feedback ratings.
- Implemented upselling techniques to increase revenue and move product.
- Set up appointments with interested customers according to schedule availability.
- Provided information about available products and services, membership details, and purchase advantages.
Customer Service Representative
Inktel Contact Center Solutions
06.2012 - 01.2015
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Detailed payment options and explained price, receipt and billing details to customers.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Education
High School Diploma -
Hollywood Hills High
Hollywood, FL06-2012
Skills
- Patient confidentiality
- Data Collection
- Problem-Solving
- Time Management
- Multitasking
- Excellent Communication
- Team Collaboration
- Organizational Skills
- Appointment Scheduling
- Professionalism and Etiquette
- Typing speed 40 WPM
- Proficient in Microsoft Office Suite
Timeline
Patient Service Associate
Towne Park
03.2024 - Current
Technical Support Call Center Representative
Kelly Services
05.2019 - 10.2022
Call Center Representative
OneSpaWorld
01.2015 - 05.2019
Customer Service Representative
Inktel Contact Center Solutions
06.2012 - 01.2015
High School Diploma -
Hollywood Hills High
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