Summary
Overview
Work History
Education
Skills
Technicalskillscertifications
Relatedprojects
Languages
Timeline
Generic

Latrece Frazier

Cape Coral,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

CVS Healthcare
08.2022 - 07.2024
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.

Customer Care Specialist

Nordstrom
02.2022 - 07.2022
  • Process orders for customers via telephone calls or live chat and enter data into order entry system
  • Provide customers with critical product information that ensures customer satisfaction
  • Successfully troubleshoot and resolve all customer service inquiries.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.

Disease Investigator

TEKsystems
03.2021 - 05.2022
  • Conduct interviews with student parents regarding their children
  • Emocha help with nurses
  • Gather information including symptom history, source of COVID-19 illness, list of close contacts, and infectious.
  • Documented findings and prepared detailed reports.
  • Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.

Technical Support

Sutherland Global Services
04.2020 - 08.2020
  • Troubleshoot internet, tv, and home phone line
  • Replace equipment
  • Fix email and password to customer account
  • Dispatch technician
  • Authentication on customer account
  • Upgrade on services.
  • Conducted product demonstrations and provided technical support to clients, ensuring customer satisfaction.
  • Increased user satisfaction by providing timely technical support and troubleshooting assistance.

Package Handler

UPS- Seasonal
12.2019 - 01.2020
  • Meet deadlines with client and company expectations
  • Assemble, scan, and load parcels
  • Ensure packages are not damaged throughout the process
  • Load and unload packages from delivery vehicles
  • Carry out work in accordance with company policies and guidelines
  • Lift and move heavy weights between in site and destinations.
  • Followed safety regulations to maintain safe work environment.
  • Improved package handling efficiency by implementing proper sorting and organizing techniques.

Customer Service Representative

LogistiCare
04.2019 - 08.2019
  • Schedule, modify and cancel reservations as requested
  • Obtain and document details of any complaints being filed
  • Receive and document customer concerns
  • Ensure that all relevant customer information is documented
  • Assist customers with transportation questions and concerns.
  • 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.

Customer Service Representative

Kotobuki Marketing
02.2019 - 04.2019
  • Take inbound and make outbound calls speaking directly with clients and banks
  • Process loan applications
  • Process debits/credits to bank accounts
  • Set payment arrangements
  • Review credit scores and collect sensitive information.
  • 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.

Care Giver

Angel Care Home Health
08.2016 - 09.2016
  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
  • Built strong relationships with clients to deliver emotional support and companionship.

Sales Associate

Family Thrift Center
07.2011 - 12.2012
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

Customer Service Representative

Merchandise Pick Up Service
08.2010 - 07.2011
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • 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.

Education

Bachelor of Health Science - Health Administration

Southern New Hampshire University
05.2026

Diploma - Medical Assisting

Nevada Career Institute
Las Vegas, NV
05.2016

High School Diploma -

Carnahan High School
St Louis, MO
05.2012

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Call center experience
  • Problem Resolution
  • Computer Proficiency
  • Microsoft Excel
  • Follow-up skills
  • Documentation

Technicalskillscertifications

  • Extensive software proficiency (Microsoft Excel, Outlook, Access, PowerPoint, Project)
  • CPR/BLS
  • Medical Terminology

Relatedprojects

Comprehensive Digestive Institute of Nevada – Medical Assistant Externship (160 hours), Monitor vital signs, bodily fluids and specimen collection for laboratory testing, Check patients in/out of your systems and facilities

Languages

English
Full Professional

Timeline

Customer Service Representative

CVS Healthcare
08.2022 - 07.2024

Customer Care Specialist

Nordstrom
02.2022 - 07.2022

Disease Investigator

TEKsystems
03.2021 - 05.2022

Technical Support

Sutherland Global Services
04.2020 - 08.2020

Package Handler

UPS- Seasonal
12.2019 - 01.2020

Customer Service Representative

LogistiCare
04.2019 - 08.2019

Customer Service Representative

Kotobuki Marketing
02.2019 - 04.2019

Care Giver

Angel Care Home Health
08.2016 - 09.2016

Sales Associate

Family Thrift Center
07.2011 - 12.2012

Customer Service Representative

Merchandise Pick Up Service
08.2010 - 07.2011

Bachelor of Health Science - Health Administration

Southern New Hampshire University

Diploma - Medical Assisting

Nevada Career Institute

High School Diploma -

Carnahan High School

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Latrece Frazier