Latrice Caldwell
DeSoto,TX
Summary
Customer Care Representative with extensive experience managing high call volumes and resolving complex customer issues. Skilled in de-escalation techniques, payment processing, and providing accurate information to ensure customer satisfaction and loyalty. Proactive in identifying service trends and seeking opportunities to enhance customer support.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Dallas County Tax Office
06.2022 - 09.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Customer Service Representative
City of Dallas
08.2020 - 01.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Executive
Air Choice One
06.2015 - 02.2018
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
Education
GED -
Cleveland Job Corps
Cleveland, OH09.1993
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Payment Processing
- Microsoft Office
- Call Center Operations
- De-Escalation Techniques
- Multi-line phone talent
- Administrative and Office Support
Timeline
Customer Care Representative
Dallas County Tax Office
06.2022 - 09.2024
Customer Service Representative
City of Dallas
08.2020 - 01.2022
Customer Service Executive
Air Choice One
06.2015 - 02.2018
GED -
Cleveland Job Corps
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