LATOYA S. CARTER
Jonesboro,GA
Summary
Experienced Customer Service Specialist skilled in prioritization and multitasking within dynamic environments. Proven track record of effectively resolving escalated issues while contributing to team objectives and enhancing customer satisfaction. Strong communicator with an emphasis on collaborative problem-solving.
Overview
10
10
years of professional experience
Work History
Service Coordinator
HOUSING RESOURCE CENTER
07.2022 - 10.2024
- Created a safe environment that promotes self-expression, respect, trustworthiness, responsibility, empathy, and acceptance among residents.
- Established relationships with local organizations and businesses to provide additional resources for residents.
- Developed educational seminars focused on topics such as financial literacy, or health awareness, for tenants.
- Interfaced with residents to address and resolve complaints or grievances.
- Provided guidance and support to clients in need of assistance with daily living skills.
Distribution Clerk
LUXOTTICA
09.2021 - 06.2022
- Processed orders accurately and efficiently according to customer requirements
- Verifying orders and located missing merchandise through operated computer systems
- Receives incoming merchandise/product (optical frames, lenses, and contact lenses), placing them into boxes on a cart for shipping
- Utilized RF scanners to accurately process orders according to customer requirements
Assistant General Manager
ANSWERNET
Morrow, GA
07.2018 - 07.2021
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Delegated work to staff, setting priorities and goals
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day
Quality Assurance Specialist
ANSWERNET
Morrow, GA
01.2015 - 07.2018
- Provided necessary coaching and guidance for call center representatives, ensuring adherence to quality standards
- Monitored customer conversations for quality assurance purposes, ensuring that all policies were followed
- Maintained detailed records of call center performance and provided reports to management
- Investigated customer complaints regarding quality issues and implemented corrective actions accordingly
Accounts Receivable and Billing Specialist
ANSWERNET
Morrow, GA
10.2014 - 01.2015
- Processed payments received from customers through various methods, such as check, credit card or electronic funds transfer
- Utilized accounting software for efficient management of receivables
- Issued monthly statements to clients and followed up on outstanding payments
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems
Education
Associate of Science - Criminal Justice
Strayer University
Morrow, GASome College (No Degree) - Medical Billing And Coding
MedTech College
Atlanta, GASkills
- Document scanning
- Proficient in Remote Office Setup
- Supportive Listener
- Computer Literacy
- Quality Assurance
- Leadership
- Operations and Team Management
- Call center management
- Effective Resolution Strategies
- Resource Utilization
- Expertise in Microsoft Applications
- Interpersonal communication
- Accounting operations management
- Organization and time management
- Quick adaptability
- Proficient in Multitasking
- Skilled in CRM Systems
Timeline
Service Coordinator
HOUSING RESOURCE CENTER
07.2022 - 10.2024
Distribution Clerk
LUXOTTICA
09.2021 - 06.2022
Assistant General Manager
ANSWERNET
07.2018 - 07.2021
Quality Assurance Specialist
ANSWERNET
01.2015 - 07.2018
Accounts Receivable and Billing Specialist
ANSWERNET
10.2014 - 01.2015
Associate of Science - Criminal Justice
Strayer University
Some College (No Degree) - Medical Billing And Coding
MedTech College
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