LaTunya Kelly
Tinley Park,IL
Summary
Committed to delivering utmost customer satisfaction, excelling in providing exceptional service and unparalleled support. Deeply understanding customer service best practices, adept at exploring diverse solutions to effectively meet customer needs. Dedication to ensuring a positive customer experience sets apart in delivering top-notch service.
Overview
32
32
years of professional experience
Work History
Mail Handler Assistant
United States Postal Service, USPS
11.2024 - Current
- Ensured timely dispatch of outgoing mail, preparing packages and envelopes with appropriate postage and labeling.
- Improved mail processing efficiency by sorting and organizing incoming mail according to specific routing codes.
- Reduced damage to parcels by carefully handling fragile items during sorting and transportation processes.
- Managed time-sensitive materials effectively, ensuring their prompt delivery within designated deadlines.
- Supported team members in managing high-volume periods, effectively reducing delays in mail distribution.
- Contributed to a well-organized workspace, maintaining a clean and clutter-free environment for efficient mail processing tasks.
- Enhanced workplace safety by routinely inspecting mail handling equipment and reporting any issues or malfunctions.
- Utilized physical strength to move mail and packages of varying sizes and weights.
- Followed safety protocols while handling and sorting mail for personal safety purposes.
Customer Service Representative
ComEd
03.2014 - 12.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Addressed customer inquiries to ensure satisfaction and foster positive service experience
- Processed service orders to transfer, disconnect or connect electric service in CIMS
- Processed emergent safety, outage and repair concerns via an electronic trouble ticketing system
- Assist customers with processing payments & setting up payment arrangements
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs
- Maintained & Exceeded performance metrics consistently
Technical Support Specialist
Comcast
12.2007 - 03.2014
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions
- Maintained system knowledge with sms 800, Remote control, Broadsoft, Genband, Verigate, Npac & Port Ps
- Process New POTS line orders for installation routing
- Provisioned LD PIC codes for new toll free numbers
Maintenance Administrator
AT&T
01.1993 - 08.2007
- Coordinated emergency response efforts during facility incidents, minimizing damage and disruption to operations
- Interpreting Mechanized Loop testing results which involves the screening and dispatching of work
- Assisted technicians with reporting, testing & restoring major cable failures
- Assigned technician work load & dispatched trouble / orders by phone
- Received and recorded trouble clearance from maintenance employees
Education
Basic Nurse Assistant Training Program - Medical Terminology, Vital signs, Patient care, Safety, Communication, Equipment
Excelsior BNA School
Markham, IL09.2007
High School Diploma - Hero Program
Thornwood High School
South Holland, IL06.1990
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Conflict Resolution
- Complaint Handling
- Payment Processing
- Professional telephone demeanor
- Scheduling
- Call Management
- Order Processing
- Appointment Scheduling
- Documentation
- Follow-up skills
Timeline
Mail Handler Assistant
United States Postal Service, USPS
11.2024 - Current
Customer Service Representative
ComEd
03.2014 - 12.2023
Technical Support Specialist
Comcast
12.2007 - 03.2014
Maintenance Administrator
AT&T
01.1993 - 08.2007
Basic Nurse Assistant Training Program - Medical Terminology, Vital signs, Patient care, Safety, Communication, Equipment
Excelsior BNA School
High School Diploma - Hero Program
Thornwood High School
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