LaTonya Wilson
Macon,GA
Summary
Proven achiever with extensive experience in customer service and problem-solving, honed at GEICO. Excelled in high-stress situations, driving customer loyalty and team performance through active listening and effective dispute resolution. Skilled in CRM software and data entry, consistently surpassed performance metrics, contributing to sales growth and operational excellence.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
GEICO, Government Employees Insurance
04.2002 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Front Desk Receptionist
Red Roof Inn Hotel
02.1998 - 04.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Completed all tasks in compliance with company policies and procedures.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Greeted visitors warmly, creating positive first impression of organization.
Education
Business
Wesleyan College
Macon, GADiplmoma - Required
Southwest High School
Macon, GA05.1989
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Data Entry
- Call center experience
- Money handling abilities
- Payment Processing
- Complaint Handling
- Product Knowledge
- Paperwork Processing
- Quality Control
- Clerical Support
- Dispute Resolution
- CRM Software
- Project management abilities
- Quality Assurance Controls
- Technical Support
- Scheduling
- Call Center Operations
- Critical Thinking
Timeline
Customer Service Representative
GEICO, Government Employees Insurance
04.2002 - Current
Front Desk Receptionist
Red Roof Inn Hotel
02.1998 - 04.2022
Business
Wesleyan College
Diplmoma - Required
Southwest High School
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