LaTosha Keeling
Atlanta,GA
Summary
Lead Customer Service Representative with a strong background in escalated issue resolution, customer retention, and support operations in fast-paced environments. Known for handling complex calls with empathy, training new team members, and supporting quality reviews and trend meetings that improve service consistency and customer satisfaction.
Overview
22
22
years of professional experience
Work History
Lead Customer Service Representative
Boehringer Ingelheim Animal Health
09.2022 - 10.2025
- Managed escalated calls with professionalism and empathy, fostering positive customer relationships.
- Processed return orders and resolved customer inquiries, ensuring satisfaction.
- Troubleshot website issues, managed chat support, and handled Omni processing.
- Led weekly chatter review meetings to identify and address support trends.
- Delivered monthly training courses on trends.
- Created Knowledge gap escalation inquiries.
- Fulfilled vaccine orders for veterinary hospitals, pet and equine clinics.
- 9 months Team Lead Development role:
Customer Service Specialist
Hill's Pet Nutrition Inc.
11.2003 - 03.2022
- Delivered exceptional customer experience to pet and veterinary customers.
- Handled escalated calls with professionalism and empathy.
- Resolved customer issues in Consumer Affairs Department to ensure satisfaction.
- Researched customer issues and collaborated with Territory Managers, Fulfillment, and Warehouse teams to ensure resolution.
- Processed truckload, military and strategic account orders, returns and mailbox inquiries.
- Trained new staff in customer service protocols and best practices to enhance team performance.
- Served as a mentor for new employees, providing guidance and support during onboarding.
- Conducted quality assurance reviews of customer service calls, ensuring compliance, accuracy, and adherence to service standards.
- Coordinated activities for Hill's Food, Shelter, Love Program, fostering community outreach efforts.
Education
Master of Real Estate Development - Real Estate
Colibri Real Estate
Lawrenceville, GA07-2026
High School Diploma -
Highland Park High School
Topeka, KS04-1996
Skills
- Call Center Experience
- Call escalation management
- Customer complaint resolution
- CRM systems management
- Technical Support
- Order processing strategy
- Workflow management support
- Problem-solving skills
- Team training leadership
- Effective Written and Verbal Communication
- Customer Focus
- Building Customer Trust and Loyalty
- Excellent Attention to Detail
- Stress management
Accomplishments
Awards:
2005 and 2017 MVP Award
2020 Hill's Excellence Award
2023 Excellence In Customer Care Award
2023 Make It Happen Award
2023 Quality Inspire Award
2024 Customer Focus Inspire Award
Timeline
Lead Customer Service Representative
Boehringer Ingelheim Animal Health
09.2022 - 10.2025
Customer Service Specialist
Hill's Pet Nutrition Inc.
11.2003 - 03.2022
Master of Real Estate Development - Real Estate
Colibri Real Estate
High School Diploma -
Highland Park High School