Latoya Powell
Ridgeland,United States
Summary
Accomplished Customer Service Rep Lead at United Healthcare, adept in escalation management and team coaching. Elevated customer satisfaction and team performance through innovative training programs, achieving recognition for exceeding performance metrics. Proven expertise in call center operations and stress tolerance, honed at AT&T Mobility, enhanced loyalty and retention rates significantly.
Overview
21
21
years of professional experience
Work History
Customer Service Rep Lead
United Healthcare
Ridgeland, MS
10.2017 - Current
- Mentored junior staff, providing guidance on best practices in customer service.
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented new training programs for better team performance and improved service quality.
- Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
Customer Service Representative
AT&T Mobility
06.2003 - 12.2016
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Mass Communications - Broadcast Production
Jackson State University
Jackson, MS05.2000
Skills
- Call center experience
- Reporting and analysis
- Escalation management
- Stress Tolerance
- Team coaching
Timeline
Customer Service Rep Lead
United Healthcare
10.2017 - Current
Customer Service Representative
AT&T Mobility
06.2003 - 12.2016
Mass Communications - Broadcast Production
Jackson State University