Summary
Overview
Work History
Education
Skills
Timeline
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Latoya Brantley

Albany,GA

Summary

Dynamic customer service professional with a proven track record at Teleperformance, adept at resolving conflicts and enhancing customer loyalty. Skilled in technical troubleshooting and effective communication, I consistently achieved high satisfaction rates while promoting tailored solutions, driving upsell revenue by 20%. Committed to maintaining professionalism in high-pressure environments.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Teleperformance
01.2023 - 02.2025
  • 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.
  • Delivered inbound customer support, assisting an average of 50 customers daily, achieving a 90% satisfaction rate.
  • Resolved technical issues related to hardware, software, and client products, ensuring high-quality customer experiences.
  • Identified customer needs and successfully promoted tailored products and services, leading to a 20% increase in upsell revenue.

Correctional Sergeant

Terrell County Correctional Institution
03.2022 - 01.2023
  • Maintained order and security in the correctional facility by enforcing rules, regulations, and procedures.
  • Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
  • Enhanced facility safety by conducting regular security checks and monitoring inmate activities.
  • Supervised 10 employees and performance of tasks and managed 200 offenders.

Correctional Officer

Calhoun State Prison
04.2019 - 07.2021
  • Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
  • Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
  • Documented safety incidents and complied data for quarterly reports, complied data for quarterly reports, improving incident reporting accuracy and operational efficiency.

Education

Associate of Science - Health Care Management

Ultimate Medical Academy
Clearwater, FL
05-2026

GED -

Columbus Technical College
Columbus, GA
12-2012

Skills

  • Proficient in addressing challenges and disputes
  • Experienced in database information retrieval
  • Strong multitasking capabilities in dynamic environments
  • Effective communication and interpersonal skills
  • Experienced in troubleshooting computer issues
  • Technical troubleshooting skills

Timeline

Customer Service Representative

Teleperformance
01.2023 - 02.2025

Correctional Sergeant

Terrell County Correctional Institution
03.2022 - 01.2023

Correctional Officer

Calhoun State Prison
04.2019 - 07.2021

Associate of Science - Health Care Management

Ultimate Medical Academy

GED -

Columbus Technical College

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Latoya Brantley