Latoya Mathis
Jacksonville,FL
Summary
Over 10 years of customer service experience, which includes interacting with customers face-to-face daily, providing customer feedback. Highly organized, ability to multitask, work well under pressure, excellent interpersonal and communication skills. Excellent skills in Microsoft Office Applications.
Overview
17
17
years of professional experience
Work History
Customer service Rep
Aetna
07.2024 - Current
- Respond to incoming call, emails or chats regarding Members health benefits
- Support contact Center Expectations as well as departmental and corporate policies and procedures
- May respond to customer inquiries by referring them to published materials, secondary sources
- Utilize Available systems, knowledgebase, and standard technology such as Telephone, email, and web browser to respond to inquiries and perform job duties
- Process request received via general correspondence and notate accounts regarding actions taken in response to those request
Customer service Rep II
Positive psyche
07.2017 - 07.2025
- Respond to incoming call, emails or chats regarding Federal Student Aid
- Support contact Center Expectations as well as departmental and corporate policies and procedures
- May respond to customer inquiries by referring them to published materials, secondary sources
- Utilize Available systems, knowledgebase, and standard technology such as Telephone, email, and web browser to respond to inquiries and perform job duties
- Process request received via general correspondence and notate accounts regarding actions taken in response to those request
- Assist The borrower with wage garnishment and Tax offset questions
- Process payments
Cashier/Customer Service
Advance Auto Parts
06.2015 - 07.2017
- Provided technical assistance to customers via phone and face to face contact in order to educate them on the various products available and identified the best value for his/her needs.
- Used my designated level of autonomy to analyze the issues, evaluated the available information whether verbal, paper or computer based in order to maintain customer satisfaction and knowledge of rights and responsibilities.
- Used register to correctly input customer transactions while providing and handling the information within established guidelines.
- Handled cash, debit, credit and check purchases while keeping company and customer data secure.
- Used the online catalog, displays, suggestive sales and other tools and job aids to meet each customer's needs.
- Greeted every customer in a manner that demonstrates a willingness to help and achieve excellent customer relations.
Quality Assurance Clerk
Pitney Bowes
08.2012 - 04.2014
- Developed and monitored schedules to ensure infants had enough rest, and physical activity.
- Handled high volume correspondence to ensure that it would reach its destination in a timely fashion.
- Adhered to my designated schedule and reported discrepancies according to established guidelines.
- Used the company manual and job aids to ensure that mail was processed with minimal rejects or re-work.
- Used designated procedures to process regular and certified mail.
Cashier
Pepboys
12.2009 - 05.2010
- First point of contact for customers on the phone and in the store
- Responsible for engaging customers, scheduling appointments, building trust, understanding needs, communicating processes and timelines, and selling parts and service that make the customer's car run at peak efficiency; adhered to Company Customer Care standards to meet customer expectations.
- Under the direction of Management, assisted in various aspects of customer care.
- Followed all policies and procedures related to cash, credit, check, refund and return policies.
Education
Medical Assistant - undefined
Concorde Career Institute
Jacksonville, FL01-2010
High School Diploma - undefined
Robert E. Lee
Jacksonville, FL01-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer service Rep
Aetna
07.2024 - Current
Customer service Rep II
Positive psyche
07.2017 - 07.2025
Cashier/Customer Service
Advance Auto Parts
06.2015 - 07.2017
Quality Assurance Clerk
Pitney Bowes
08.2012 - 04.2014
Cashier
Pepboys
12.2009 - 05.2010
High School Diploma - undefined
Robert E. Lee
Medical Assistant - undefined
Concorde Career Institute