Summary
Overview
Work History
Education
Skills
Timeline
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LaToya Prentice

San Marcos

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

16
16
years of professional experience

Work History

Postal Clerk

V2X
11.2024 - 12.2024
  • Assisted military personnel with package shipping, ensuring proper labeling and timely delivery.
  • Enhanced customer satisfaction by efficiently sorting and distributing mail to appropriate recipients.
  • Developed strong knowledge of USPS policies and procedures, providing informed assistance to customers when needed.
  • Weighed mail and computed pricing amounts.
  • Provided exceptional customer service, addressing inquiries and resolving issues promptly.
  • Supported colleagues during peak hours, working together effectively under pressure for optimal performance.
  • Sorted mail according to size, shape and destination.
  • Operated various mail processing equipment, ensuring consistent accuracy in mail handling.

Mail Carrier

United States Postal Service, USPS
04.2014 - 09.2024
  • Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
  • Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
  • Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
  • Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
  • Used portable devices to maintain system records by scanning items delivered to homes and businesses.
  • Improved mail delivery efficiency by accurately sorting and organizing mail for efficient distribution.
  • Kept an organized vehicle workspace, ensuring quick access to necessary tools and materials for successful deliveries.
  • Handled mail and packages with care to prevent damage during delivery.
  • Communicated customer complaints, requests, and feedback to company management for swift resolution.
  • Directly interacted with customers to deliver mail, packages, and ordered goods.
  • Reduced the number of customer complaints regarding undelivered or damaged packages through careful handling practices during transportation from the post office to recipient addresses.
  • Loaded and secured items in trucks to avoid damage to parcels during delivery.
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Improved route efficiency by optimizing delivery paths, reducing overall time spent on deliveries.

Customer Service Representative

UnitedHealthcare
09.2013 - 02.2014
  • 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.
  • Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Phone Agent

Echo Communications
02.2009 - 09.2013
  • Maintained high levels of first-call resolution, swiftly identifying customer issues and providing appropriate solutions.
  • Utilized effective communication skills to build rapport with customers from diverse backgrounds and demographics.
  • Kept detailed records of customer interactions, updating account information as necessary for future reference.
  • Supported the onboarding process for new hires by sharing expertise and best practices, fostering a culture of continuous improvement.
  • Handled difficult customers with professionalism and empathy, leading to increased customer loyalty.
  • Reduced call wait times by effectively prioritizing calls and multitasking during peak hours.
  • Enhanced customer satisfaction by efficiently addressing and resolving queries in a timely manner.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Sought ways to improve processes and services provided.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

High School Diploma -

M.B. Smiley High School
Houston, TX
06.2002

Skills

    Delivery records

    Attention to Detail

    Critical Thinking

    Self-Motivated

    Multitasking Abilities

    Planning and Coordination

    Flexible and Adaptable

    Interpersonal Communication

    Excellent Communication

    Clerical Support

    Problem-Solving

    Data Entry

    MS Office

    Good Telephone Etiquette

    Technical Support

    Complaint resolution

    Medical terminology knowledge

    Professional telephone demeanor

    Customer and client relations

    Extensive vocabulary

    MS Office Suite

    Parcel delivery

    Vehicle loading

    Mail Sorting

    Route Management

    Mail distribution

    Vehicle Maintenance

    Hand-Eye Coordination

    Vehicle inspections

    Registered mail protocols

    Change-of-address orders

Timeline

Postal Clerk

V2X
11.2024 - 12.2024

Mail Carrier

United States Postal Service, USPS
04.2014 - 09.2024

Customer Service Representative

UnitedHealthcare
09.2013 - 02.2014

Customer Service Phone Agent

Echo Communications
02.2009 - 09.2013

High School Diploma -

M.B. Smiley High School

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LaToya Prentice