Latyia Ruffin
call center
Winter Park,FL
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
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
03.2023 - 05.2024
- 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.
- Streamlined application processes for faster approval times, resulting in increased new account acquisitions.
- Managed high call volume from both inbound and outbound calls
Confirmation
Bluegreen Vacations
04.2022 - 02.2023
- Maintained accurate records of all confirmation candidates, ensuring timely submission of required documentation.
- Developed strategies for tracking candidate progress towards completion of requirements, enabling timely interventions when needed.
- Negotiated contracts with vendors for event-related services, reducing costs without compromising quality or participant satisfaction.
- Managed communications between parents, sponsors, and candidates for the smooth flow of information throughout the program.
Customer Service Representative
Atento
01.2021 - 12.2021
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Educated patients on the importance of vaccination, addressing concerns and providing accurate information about possible side effects.
- Stayed up-to-date on evolving guidelines for COVID-19 vaccines, applying current best practices when administering doses to patients.
Customer Service Retention Specialist
Truegreen
02.2020 - 11.2020
- Provided detailed product knowledge to customers, assisting them in making informed decisions about their purchases or subscriptions.
- Implemented targeted outreach campaigns to at-risk customers, resulting in higher retention rates.
- Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
- Utilized CRM systems efficiently for accurate record-keeping of client interactions, ensuring seamless follow-ups as needed.
Customer Service Representative
GMS Connect
02.2019 - 12.2019
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
Education
High School Diploma -
El Redentor Educative Center
Orlando, FL02.2015
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Patient Scheduling
Certification
- CNA - Certified Nurse Assistant
- PT - Phlebotomy Technician
Languages
English
Full Professional
Timeline
Customer Service Representative
Concentrix
03.2023 - 05.2024
Confirmation
Bluegreen Vacations
04.2022 - 02.2023
Customer Service Representative
Atento
01.2021 - 12.2021
Customer Service Retention Specialist
Truegreen
02.2020 - 11.2020
Customer Service Representative
GMS Connect
02.2019 - 12.2019
High School Diploma -
El Redentor Educative Center