Summary
Overview
Work History
Education
Skills
Timeline
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Latticia Massie

Oak Hill,WV

Summary

Dynamic customer service professional with a proven track record at Ibex Global, excelling in conflict resolution and enhancing customer satisfaction. Skilled in data entry and active listening, I foster loyalty through empathetic communication, achieving significant improvements in client retention and positive feedback. Committed to delivering exceptional support and driving team success.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Ibex Global
06.2023 - 01.2025
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Dietitian Assistant

Plateau Medical Center
06.2013 - 08.2023
  • Educated patients on the importance of proper nutrition, resulting in increased adherence to prescribed diets.
  • Increased awareness of special diets among staff members through targeted training sessions and educational materials.
  • Collaborated with other healthcare providers to develop integrated care plans that considered patients'' unique medical conditions and dietary requirements.
  • Contributed to interdisciplinary team meetings, integrating nutritional expertise into overall patient care planning.
  • Managed inventory effectively, reducing food waste while maintaining adequate supplies for diverse dietary needs.

Data Entry Clerk

Fayette County Senior Service Programs
08.2018 - 04.2023
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Sorted documents and maintained organized filing process.

MDT Coordinator

Webster County Department of Health/Human Resource
07.2006 - 08.2012
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.

Education

Webster County High School Graduate
Webster Springs WV
05-1981

Skills

  • Active listening
  • Critical thinking
  • Data entry
  • Customer support
  • Customer service
  • Customer satisfaction
  • Call center customer service
  • Written and oral communication

Timeline

Customer Service Representative

Ibex Global
06.2023 - 01.2025

Data Entry Clerk

Fayette County Senior Service Programs
08.2018 - 04.2023

Dietitian Assistant

Plateau Medical Center
06.2013 - 08.2023

MDT Coordinator

Webster County Department of Health/Human Resource
07.2006 - 08.2012

Webster County High School Graduate

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Latticia Massie