Latroyrionna Faulk
Fairburn,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
International Aerospace Shipping Specialist
Pratt&Whitney of Kuehne + Nagel
2024.06 - Current
- Served as a primary contact for customers regarding shipment status, delays, and service concerns
- Resolved customer issues by reviewing account details, researching discrepancies, and providing clear explanations
- Documented all customer interactions accurately in SAP and internal tracking systems
- Managed multiple cases simultaneously while meeting strict service deadlines
- Communicated professionally with customers via phone and written system updates
- Followed compliance procedures and maintained accurate records for auditing
Customer Service Representative
AllState
2022.11 - 2024.06
- Went over insurance policies and assisted customers with claims.
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted customers with logging in and checking alerts.
- Helped create identity theft claims.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Scheduled dealership appointments for customers.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Hyundai
2018.01 - 2022.11
Education
High School Diploma -
Creekside High School
Fairburn, GA05.2016
Skills
- Insurance claims
- Document review
- Microsoft word & Excel & SAP proficiency
- Billing & payments
- Google suite
- Communication
- Multitask
- Complaint & compliance
- Active listening
- Critical thinking
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Call center operations
- Follow-up skills
- Customer Account Documentation
- Multi-Line Phone Systems
- Data Entry & Validation
- Digital Filing & Records Management
- Typing & Computer Navigation
- Attention to Detail
Personal Information
Title: Customer Service Representative
Timeline
International Aerospace Shipping Specialist
Pratt&Whitney of Kuehne + Nagel
2024.06 - Current
Customer Service Representative
AllState
2022.11 - 2024.06
Customer Service Representative
Hyundai
2018.01 - 2022.11
High School Diploma -
Creekside High School