Latrina Jefferson
Garland,Texas
Summary
Customer service professional with excellent communication, problem-solving, and multitasking skills. Skilled in assisting customers, handling inquiries, and ensuring a positive experience.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Care Agent
My Sedgwick Claims Management
04.2024 - Current
- Processed payments and verified account details for security compliance.
- Efficiently accessed and navigated multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.
- Demonstrated empathy, compassion and listening skills.
- Maintained detailed records of customer interactions in CRM software.
- Collaborated with team members to improve customer service strategies.
- Assisted customers with inquiries, complaints, and service requests via phone, email, and chat.
Customer Service Representative
Indoor Sport World
07.2022 - 03.2024
- Met or exceeded performance metrics, including response time and resolution rate.
- Adapted to new systems and procedures to enhance service efficiency.
- Managed multiple customer interactions simultaneously while maintaining accuracy.
- Escalated complex issues to appropriate departments for resolution.
- Processed orders, updated customer accounts, and ensured accurate records in internal systems.
- Multitask effectively between handling customer inquiries and navigating multiple systems.
Client Support Specialist
Security Unit
08.2006 - 06.2022
- Troubleshoot technical issues and guide customers through solutions.
- Provided real-time support to customers via phone, email, and live chat.
- Resolved billing issues, refunds, and disputes in a professional manner.
- Adhered to all company policies, procedures, and compliance regulations.
- Processed both phone and ticket requests from customers.
- Navigated several entry level employment testing and licensure web based exams.
- Handled inbound customer service requests via #866 phone line and email communications.
- Maintained accurate records of dispatched calls, ensuring thorough documentation for future reference.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Education
Associate of Science - Criminal Justice
Dallas College
Dallas, TX05-2026
High School Diploma -
South Garland High School
Garland, TX05-2005
Skills
- Customer Support
- Communication Skills
- Problem-Solving
- Active Listening
- Conflict Resolution
- Time Management
- Multitasking
- Data Entry
- Knowledge of Quickbase
- CRM Software (eg, Zendesk, Salesforce)
- Phone Etiquette
- Email Correspondence
- Order Processing
- Team Collaboration
- Adaptability
- Attention to Detail
- Security issues troubleshooting
- Claim verifications
- Dispatch software
- Dispatching procedures
- Maintaining call metrics
Certification
- The Art Of Active Listening Training - [02/28/2025]
- Denial Process Training - [07/04/2024]
- Determining LOB- Causality [07/04/2024]
- Handling Customer Complaints - [02/02/2020]
Timeline
Customer Care Agent
My Sedgwick Claims Management
04.2024 - Current
Customer Service Representative
Indoor Sport World
07.2022 - 03.2024
Client Support Specialist
Security Unit
08.2006 - 06.2022
Associate of Science - Criminal Justice
Dallas College
High School Diploma -
South Garland High School
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