LaTonya McGhee
Atlanta,GA
Summary
Highly-motivated with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and dependable candidate successful at managing time as well as multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I'm articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and demonstrating core values each and everyday.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Commercial Lines CSR
Progressive
2021.10 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Developed strong customer relationships to encourage repeat business.
- Improved customer service wait times to mitigate complaints.
- Made outbound calls to obtain account information.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Salon Owner/Operator
Self-employed
2008.01 - Current
- Managed salon operations efficiently, ensuring smooth day-to-day functioning and top-quality customer experiences.
- Consistently maintained a clean, organized, and welcoming environment for clients and staff members alike.
- Ensured compliance with state regulations regarding licensing, sanitation procedures, and workplace safety guidelines.
- Increased customer retention through exceptional service and consistent follow-up communication.
- Expanded salon offerings by staying current with industry trends, incorporating new treatments into the service menu as appropriate.
- Optimized scheduling procedures to maximize appointment efficiency while accommodating client needs and minimizing wait times.
- Maintained accurate financial records by tracking expenses, managing budgets, and analyzing sales data for informed decision-making purposes.
- Collaborated with local businesses on cross-promotional events that enhanced community engagement.
- Provided financial management through preparation of bank deposits and settlement of sales, returns, and transaction reports.
- Implemented targeted marketing strategies that attracted new clients and increased overall revenue.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Trained and motivated employees to perform daily business functions.
- Consulted with customers to assess needs and propose optimal solutions.
- Streamlined inventory management processes to ensure timely ordering of necessary supplies while minimizing waste.
- Fostered a collaborative team atmosphere by regularly holding staff meetings and encouraging open communication among employees.
- Boosted employee morale through regular performance reviews, constructive feedback, and opportunities for professional development.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
MEMBERSHIP REWARDS CSR(WFH)
American Express
2018.05 - 2021.06
- Made recommendations to customers to promote brand effectiveness and product benefits.
- Forecasted sales for different accounts and managed inventory to ensure sufficient products at each site.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Completed membership paperwork and captured transactional information to motivate ongoing participation of new member.
- Reached out to customers to set up appointments, check on satisfaction and suggest additional offerings.
- Emphasized and enforced company objectives to reaffirm and validate member expectations.
- Participated in fairs, grand openings and other community and sponsorship events to promote organization.
- Increased repeat business using great customer service, problem-solving and conflict resolution skills.
- Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
- Scheduled and attended 1-2 appointments per week.
- Networked to build client base and promote products to new and existing clients.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
Education
Associate of Applied Science - Cosmetology
Atlanta Technical College
Atlanta, GA01.2005
High School Diploma -
CARVER COMPREHENSIVE HIGH SCHOOL
Atlanta, CA05.1999
Skills
- Upbeat and Positive Personality
- Order and Refund Processing
- Efficient and Detail-Oriented
- Creative Problem Solving
- Needs Assessment
- Verbal and Written Communication
- Data Entry
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- De-escalation Techniques
- CRM Software
- Courteous with Strong Service Mindset
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Customer Service
- Customer Account Management
- Understanding Customer Needs
- Transaction Processing
- Customer Data Confidentiality
- Call Documentation
- Billing Adjustments and Refunds
- Multi-Line Phone Systems
- Microsoft Office
- Computer Proficiency
- Cultural Awareness and Sensitivity
- Relationship Building
- Establishing and Maintaining Customer Relationships
- Inbound and Outbound Calling
- Patient and Empathetic
- Regulatory Compliance
- Policies and Procedures Adherence
- Strong Analytical and Problem Solving Skills
- Proactive Self-Starter
- Document and Records Management
- Promoting Brand and Company Identity
- Teamwork and Collaboration
- LiveChat Messaging
- Remote Office Availability
- Work Prioritization
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Customer Retention Strategies
- POS Systems and Ordering Platforms
- Upselling Products and Services
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Inventory Management
- Complex Product Knowledge
- MS Office
- Microsoft Office Suite
- Database Management
- Merchandise Orders and Exchanges
- Membership Inquiries and Renewals
- Call Volume and Quality Metrics
- Invoice Preparation and Processing
- Business Development
- Product Recommendations
- Sales Report Generation
- Computer Skills
- Administrative and Office Support
- Time Management
- Refunds and Returns Management
- Sales and Upselling
- Commercial Insurance Knowledge
- Problem Resolution
- Conflict Resolution
- Escalation management
Certification
- Licensed Realtor- 2024
Timeline
Commercial Lines CSR
Progressive
2021.10 - Current
MEMBERSHIP REWARDS CSR(WFH)
American Express
2018.05 - 2021.06
Salon Owner/Operator
Self-employed
2008.01 - Current
Associate of Applied Science - Cosmetology
Atlanta Technical College
High School Diploma -
CARVER COMPREHENSIVE HIGH SCHOOL
- Licensed Realtor- 2024
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