Latoya Wallace
Customer Service Representative
Hollis,New York
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. History managing large amounts of inbound calls, handling foreign currencies, online ordering and sustaining satisfactory relationships with customers.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
Work History
Business Analyst
Zoon Online Inc
Georgetown, Guyana
10.2017 - 11.2020
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service and delivery concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Clear Connect Inc
Georgetown, Guyana
05.2009 - 11.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Teller Service Representative
Laparkan Money Transfer
Georgetown, Guyana
06.2003 - 04.2007
- Built and maintained client relationships through quality, personalized interactions.
- Handled cash transactions, balanced cash drawers, payments and issued cashier's checks.
- Kept teller window areas clean, organized and fully stocked.
- Reconciled cash and checks against computer records at end of shift.
- Completed monthly audits and managed overdraft reports.
- Performed currency transaction reports for foreign currency.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
Education
High School Diploma -
Cumming's Lodge Secondary School
Guyana 09.1995 - 09.1999
Ordinary Diploma in Commerce (Credit) - Commerce
Government Technical Institute
Guyana 09.2001 - 07.2003
Distinction - Marketing
Institue of Distance Education
Guyana 09.2007 - 11.2008
GED -
Pathways To Graduation @ Jamaica Learning Center
162-02 Hillside Avenue Queens, New York 11432 11.2022 - 06.2023
Skills
Sales expertise
undefinedTimeline
GED -
Pathways To Graduation @ Jamaica Learning Center
11.2022 - 06.2023
Business Analyst
Zoon Online Inc
10.2017 - 11.2020
Customer Service Representative
Clear Connect Inc
05.2009 - 11.2012
Distinction - Marketing
Institue of Distance Education
09.2007 - 11.2008
Teller Service Representative
Laparkan Money Transfer
06.2003 - 04.2007
Ordinary Diploma in Commerce (Credit) - Commerce
Government Technical Institute
09.2001 - 07.2003
High School Diploma -
Cumming's Lodge Secondary School
09.1995 - 09.1999
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