Summary
Overview
Work History
Education
Skills
Timeline
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Latrichia Evans

Jacksonville,FL

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

28
28
years of professional experience

Work History

Customer Service Associate

AT&T Corporation
Jacksonville, FL
11.2015 - 03.2025
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Escalated unresolved customer issues to the appropriate department or manager for resolution.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Developed relationships with key clients through regular contact and follow-up communication.
  • Responded to customer inquiries via phone, email and chat.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Addressed inquiries, resolved customer issues, and managed customer relations.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Resolved customer inquiries in a timely manner.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Maintained customer privacy and protected company operations by keeping information private and confidential.
  • Consulted with customers regarding needs and addressed concerns.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Identified needs of customers promptly and efficiently.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Completed day-to-day duties accurately and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Updated system with order specifics and customer details, preferences, and billing information.

Billing Clerk

AT&T Corporation
Charlotte, NC
06.2011 - 11.2015
  • Reviewed customer files to make sure all documentation was complete and accurate.
  • Verified billing data with client contracts to ensure accuracy of invoicing.
  • Investigated and responded to customer inquiries related to billing issues.
  • Leveraged billing systems and tools to prepare and distribute customer invoices based on billing criteria.
  • Corresponded with customers regarding their accounts, making adjustments when necessary.
  • Maintained customer accounts by recording account information, reconciling discrepancies.
  • Assisted with other administrative tasks as assigned.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Sales and Service Specialist

AT&T Corporation
Columbus, OH
03.2000 - 11.2010
  • Strengthened customer retention by offering discount options.
  • Conducted regular follow-up calls to ensure customer satisfaction with products or services purchased.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Evaluated customer desires and budgetary constraints to pick best products or services.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Employed effective selling techniques by promoting product benefits and influencing decision-makers.
  • Increased profits by upselling and cross-selling to existing customers.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Handled irate customers smoothly to achieve performance targets.
  • Answered telephone inquiries promptly and professionally.
  • Provided accurate information on products and services to customers.
  • Assisted customers with product selection, queries, and complaints.

Customer Service Representative

AT&T Corporation
Charleston, WV
10.1996 - 03.2000
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided accurate information about products and services to customers.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered inbound calls, chats and emails to facilitate customer service.

Education

High School Diploma -

Stonewall Jackson High School
Charleston
06-1988

Skills

  • Negotiation
  • Complex Problem-solving
  • Refunds processing
  • Problem resolution
  • Inbound and outbound calling
  • Microsoft CRM system proficiency

Timeline

Customer Service Associate

AT&T Corporation
11.2015 - 03.2025

Billing Clerk

AT&T Corporation
06.2011 - 11.2015

Customer Sales and Service Specialist

AT&T Corporation
03.2000 - 11.2010

Customer Service Representative

AT&T Corporation
10.1996 - 03.2000

High School Diploma -

Stonewall Jackson High School

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Latrichia Evans