Open To Work
Latrice Cusic
Jacksonville,FL
Work Preference
Summary
Customer Service Executive with a focus on elevating customer satisfaction and driving business performance. Successfully contributed to a 30% revenue increase through strategic service design and cross-functional collaboration, ensuring seamless project management and effective complaint resolution.
Overview
30
30
years of professional experience
1
1
Language
12
12
years of post-secondary education
Work History
Customer Service Pre & Post Sales Coordinator
Artech LLC. (ATT contractor)
Remote
04.2024 - 06.2026
- Coordinated pre-sales and post-sales activities to ensure seamless service implementation.
- Served as primary contact for customers, providing updates and resolving issues proactively.
- Partnered with sales provisioning and field service teams to align project timelines with expectations.
- Managed cross-functional resources to maintain schedule and scope of implementation projects.
- Tracked milestones and documented status reports to keep stakeholders informed.
- Streamlined handoffs between sales and support teams through effective project management techniques.
Senior Customer Support Analyst
AT&T Inc.
Fleming Island, USA
07.2019 - 01.2023
- Led professional and thorough orientation sessions, guided customers through online portal set up, instructed how to view/print invoices, managed services billed and located contractual terms and pricing information.
- Created smooth onboarding processes to introduce new customers to dedicated contract support analyst and gain access to online billing.
- Proactively followed up with customers to offer additional support and check resolution satisfaction.
- Enhanced customer confidence by validating contractual accuracy through analysis of first bill and providing clear explanations.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Processed timely and accurate account maintenance updates, keeping all records current, accurate and compliant.
- Aligned resources with customer needs to resolve concerns effectively.
- Followed up proactively with customers to ensure resolution satisfaction and offer additional support.
- Assisted sales team by creating and maintaining supporting data files.
- Personalized client interactions to drive loyalty and enhance solution implementation.
- Contributed to 30% revenue growth by identifying leads and generating sales to enhance customer engagement.
- Supported company revenue growth by 30% identifying leads and generating sales.
- Partnered with sales, operations and field service teams to coordinate solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Customer Sales and Service Associate
AT&T Inc.
Sacramento, USA
04.1997 - 07.2019
- Increased revenue 50% by cross-selling and upselling products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Promoted available products and services to customers during service, account management, and order calls.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted products and services during account management and order calls, enhancing customer awareness and engagement.
- Educated customers about billing, payment processing and support policies and procedures.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cultivated empathetic client relationships, establishing a reputation for consistently exceeding service standards.
- Cross-trained and provided backup support for organizational leadership.
- Assisted large volumes of customers daily, maintaining a positive attitude and prioritizing customer satisfaction.
- Cross-trained with customer service managers to ensure seamless operational support.
- Assisted numerous customers daily, ensuring a positive experience and satisfaction.
Education
Master of Arts - Master of Religious Study
Sacramento Theological Bible College
Sacramento, CABachelor of Arts - Bachelor of Theology
Sacramento Theological Bible College
Sacramento, CAAssociate of Arts - Business Administration
Trainco Business College
Hammond, INSkills
- Project management
- Project Coordination
- Customer service
- Support assessment
- Product Knowledge
- Stakeholder Engagement
- Cross-functional collaboration
- Problem resolution
- Issue management
- Highly organized
- Detail oriented
- Time management
- Problem solving
- Relationship management
- Relationship development
- Communication
- Project Assistance
Accomplishments
- Collaborated with the State of California Executive Sales Team in the development and implementation of the State of California Telecommunication Contract.
- Used Microsoft Excel to develop inventory tracking spreadsheets that were implemented throughout the State of California and became standard for all contracted services.
- Implemented a customer onboarding process for State of California Local Government, Education and Medical customers.
- Received the AT&T Service Excellence Award from 2015 through 2022.
Timeline
Customer Service Pre & Post Sales Coordinator
Artech LLC. (ATT contractor)
04.2024 - 06.2026
Senior Customer Support Analyst
AT&T Inc.
07.2019 - 01.2023
Customer Sales and Service Associate
AT&T Inc.
04.1997 - 07.2019
Master of Arts - Master of Religious Study
Sacramento Theological Bible College
Bachelor of Arts - Bachelor of Theology
Sacramento Theological Bible College
Associate of Arts - Business Administration
Trainco Business College
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