Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
Generic

Latrice Thrash

Chicago,IL

Summary

Dedicated customer service professional adept at surpassing customer expectations through exceptional support. Proficient in managing inbound and outbound calls, online requests, and emails with strong problem-solving, multitasking, and research skills. Experienced in high-volume customer-facing roles.

Overview

16
16
years of professional experience

Work History

Sales Associate

Verizon Wireless
Evergreen Park, IL
11.2022 - Current
  • Assisted customers with product selection and purchase decisions by providing information on features, benefits and wireless service plans.
  • Processed customer transactions accurately using the point-of-sale system.
  • Greeted customers upon arrival in the store and provided assistance throughout their shopping experience.
  • Encouraged customers to sign up for loyalty programs or upgrade services when appropriate.
  • Resolved customer complaints in a professional manner while keeping management informed of any escalated situations.

Customer Service Representative Specialist

Verizon Wireless
Chicago
11.2014 - Current
  • Provide excellent customer service by being emphatic and professional in every interaction; communicate with customers and anticipate customer needs and recommend appropriate solutions or products
  • Investigate complaints and make judgement calls to efficiently resolve customer issues and/or escalate customers' issues to ensure appropriate actions are taken to resolve matters
  • Process customer payments and set up payment arrangements in database
  • Provide a full account analysis to customers to make sure customers' receive the best offers and recommend different price plan options, and devices based on customer's needs
  • Handle customer requests promptly in a high-volume call center to achieve customer satisfaction and maintain accurate and detailed records of customer interactions and transactions
  • Tier 1 Troubleshoot device hardware and software through effective problem solving skills
  • Provide floor support for new training classes and assist with mentoring new employees during and after training
  • Work with the management team to stay updated and informed on changes in company policies and products
  • Collect feedback to improve customer services and marketing initiatives.

Youth Advisor

The Night Ministry- Emergency Homeless Shelter
Chicago
05.2008 - 06.2010
  • Developed recruitment & outreach strategies to ensure enrollment goals were met
  • Oversaw workshop programs, volunteers and youth enrolled in the program
  • Managed the staff's schedule and maintained inventory on shelter's equipment, toiletries and linens
  • Performed 'hands-on' de-escalation strategies during crisis
  • Registered temporary residents and ensure compliance with all grant policies.

Education

Associates of Science in Social Work -

Harold Washington City College
Chicago, IL
05.2025

High School Diploma -

Allegan High School
Allegan, MI
06.2003

Skills

  • Customer Support Expertise
  • Technical Support
  • Strong Oral and Written Skills
  • Call handling
  • Conflict Resolution
  • Call control skills
  • Call Center Customer Service
  • SAP Application Knowledge
  • Salesforce Expertise

Volunteer Experience

  • Beasley Academic Center (Parent Teacher Association), 2023, 2022
  • Chicago Shiloh Seventh-Day Adventist Church (Treasurer), 05/2012, 05/2019
  • Chicagoland Autism Connection 2021

Timeline

Sales Associate

Verizon Wireless
11.2022 - Current

Customer Service Representative Specialist

Verizon Wireless
11.2014 - Current

Youth Advisor

The Night Ministry- Emergency Homeless Shelter
05.2008 - 06.2010

Associates of Science in Social Work -

Harold Washington City College

High School Diploma -

Allegan High School

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Latrice Thrash