Latrice Miller
Jackson,MS
Summary
Dynamic customer service professional with a proven track record at OmniCare365, achieving 100% customer satisfaction through proactive problem solving and effective communication. Skilled in process improvement and customer retention strategies, I excel in enhancing team performance and driving exceptional service outcomes.
Overview
5
5
years of professional experience
Work History
Customer Service
OmniCare365
Durant, US
10.2023 - 02.2025
- Provided exceptional customer care.
- Resolved customer inquiries and issues efficiently to enhance satisfaction.
- Achieved average resolution time under [10] minutes to improve service response.
- Processed and completed customer requests efficiently.
- Proactively resolved issues before escalation.
- Directed inquiries to appropriate departments for timely resolution.
- Gathered customer feedback.
- Formalized a new customer escalation handling process.
Answering Service
CareXM
Lehi, US
04.2021 - 08.2023
- Achieved [100]% customer satisfaction by resolving issues promptly and effectively.
- Reduced complaint escalations by [Percentage] through targeted coaching and support.
- Managed a call volume double the expected amount during peak hours.
- Led weekly performance reviews, providing actionable feedback to enhance team performance.
- Utilized consistent and empathetic communication.
- Analyzed performance metrics to identify underperforming areas.
- Ensured precise documentation.
Member Services
Reroute Inc
Village of Clarkston, US
12.2019 - 02.2021
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Resolved escalated member issues.
- Increased satisfaction scores.
- Reviewed and approved member refund requests to ensure compliance with company policy.
- Executed strategies during peak seasons.
- Implemented adjustments that enhanced operational efficiency and team effectiveness.
- Created quality assurance protocols to ensure consistent service delivery.
- Restructured the team's issue-triage process.
Education
High School - General Studies
Jim Hill High School
Jackson, MS05-2000
Skills
- First call resolution
- Call handling efficiency
- Customer satisfaction analysis
- Retention strategies
- Quality assurance
- Process improvement
- CRM software proficiency
- Journey mapping
- Data-driven decisions
- Proactive problem solving
- Critical thinking
- Interpersonal skills
Timeline
Customer Service
OmniCare365
10.2023 - 02.2025
Answering Service
CareXM
04.2021 - 08.2023
Member Services
Reroute Inc
12.2019 - 02.2021
High School - General Studies
Jim Hill High School