LATRESA ODEN
PHENIX CITY,Alabama
Summary
Proactive Customer Service Specialist with extensive experience in handling escalated calls, training new employees, and adapting to policy changes. Skilled in problem resolution, CRM systems, and enhancing customer satisfaction through clear communication and tailored solutions. Bringing strong problem-solving abilities and a professional demeanor to improve customer retention and service delivery.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
Macon Russell Community Action Agency
06.2020 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Implemented and developed customer service training processes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Sought ways to improve processes and services provided.
Customer Service Representative
COMCAST
09.2017 - 10.2019
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Customer Service Cashier
EASY MONEY
04.2011 - 07.2017
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Developed and managed relationships with customers to increase customer loyalty.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Answered product questions using knowledge of sales and store promotions.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Utilized strong product knowledge to upsell items when appropriate, boosting overall sales revenue.
- Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
- Addressed customer inquiries with detailed product knowledge, increasing sales through informed recommendations.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction ratings.
- Utilized point-of-sale systems efficiently, ensuring accurate pricing and swift transaction processing.
- Contributed to achievement of sales targets through suggestive selling techniques.
- Enhanced customer experience by providing prompt and accurate transactions.
- Upheld strict adherence to store policies and regulations, minimizing potential financial discrepancies.
- Improved team morale and cooperation by participating actively in staff meetings and feedback sessions.
- Trained new cashiers, enhancing team efficiency and accuracy in transactions.
- Managed cash drawer and financial transactions to maintain accurate store accounts.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Learned duties for various positions and provided backup at key times.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
WENONAH HIGH SCHOOL
2800 WILSON ROAD S.W08.1996
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Customer Relationship Management (CRM)
- Excellent written and oral communication
- Telephone Etiquette
- Problem Resolution
- Customer Relationship Management
- Complaint resolution
- Account Management
- De-Escalation Techniques
- Regulatory Compliance
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Active Listening
- Clerical Support
- Professional telephone demeanor
- Follow-up skills
- Prioritization
- Call Management
- Product Knowledge
- Microsoft Office Suite
- [Software] CRM system proficiency
- Call Center Operations
- Client Relations
- Document Control
- Service Upselling
- Appointment Scheduling
- Money handling abilities
- Order Fulfillment
- Call triaging
- Payment Processing
- Reading Comprehension
- Order Processing
- Recordkeeping strengths
- Scheduling
- Technical Support
- Account updating
- Service standard compliance
- Dispute Resolution
Languages
English
Professional Working
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Achieved evaluations by completing applications with accuracy and efficiency.
- Achieved acknowledgement through effectively helping others complete time sensitive reports.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- Certified INTAKE SPECIALIST, Macon Russell Community Action Agency - 6/4/20- CURRENT
- Great evaluations(exceeds expectations)
- Great Work Ethic
- Dependable
Interests
HELPING PEOPLE
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Specialist
Macon Russell Community Action Agency
06.2020 - Current
Customer Service Representative
COMCAST
09.2017 - 10.2019
Customer Service Cashier
EASY MONEY
04.2011 - 07.2017
High School Diploma -
WENONAH HIGH SCHOOL
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