Latoya Samuels-Clarke
Fort Lauderdale
Summary
Experienced with customer engagement and conflict resolution, essential for effective customer relations. Utilizes in-depth communication skills to understand and address customer concerns promptly. Strong understanding of fostering long-term customer loyalty and satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Relations Representative
Jamaica Public Service Company Limited
10.2010 - 07.2022
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Streamlined communication processes between departments to improve service delivery.
- Trained new staff on customer service protocols and company policies, fostering a collaborative environment.
- Managed escalated customer issues, ensuring timely resolutions and maintaining positive relationships.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Led initiatives to enhance service efficiency, resulting in improved response times and resolution rates.
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Contributed to achieving sales goals by providing exceptional support during pre-sale consultations and post-sale follow-up activities.
Escalations Agent
Jamaica Public Service Company Limited
09.2016 - 09.2018
- Resolved complex customer issues by analyzing root causes and implementing effective solutions.
- Collaborated with cross-functional teams to improve service delivery processes and enhance customer satisfaction.
- Trained and mentored junior agents on troubleshooting techniques and escalation procedures.
- Managed escalated cases to ensure timely resolution while maintaining high-quality standards.
- Handled high-pressure situations with professionalism and empathy, restoring customer confidence in the company''s ability to address concerns.
Education
Business Administration And Management
Excelsior High School
Kingston Jamaica07-2010
Skills
- Customer engagement
- Creative problem solving
- Call center experience
- Computer proficiency
- Complaint handling
- Data collection
- Quality control
- Issue resolution
- Report preparation
- Recordkeeping strengths
Accomplishments
- Documented and resolved several high bill complaints which led to a reduction in the customers usage and overall satisfaction & loyalty to our brand.
- Supervised team of 5 new agents while acting as team lead during the absence of management while working remotely and in office.
Top Escalations Agent First Quarter- 2019
Received one of the department's (Customer Experience) most sought after awards which recognizes top performers in various skillset for each quarter.
Languages
English
Timeline
Escalations Agent
Jamaica Public Service Company Limited
09.2016 - 09.2018
Customer Relations Representative
Jamaica Public Service Company Limited
10.2010 - 07.2022
Business Administration And Management
Excelsior High School