Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

LATYRA CALDWELL

Southaven,MS

Summary

Innovative Call Center Representative with 10 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Overview

20
20
years of professional experience

Work History

Call Center Customer Service Representative

Alorica
Southhaven, MS
03.2021 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered over 100 calls per Shift to meet fast-paced call center demands.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.

Customer Service Representative

Accredo Specialty Pharmacy
Memphis, TN
01.2017 - 02.2021
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Call Center Representative

Service Master
Memphis, TN
02.2016 - 06.2019
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Educated customers on company systems, form completion and access to services.

Call Center Rep

Conduit Global
Memphis, TN
06.2014 - 07.2015
  • Answer calls and respond to emails
  • Handle customer inquiries both telephonically and by email
  • Research required information using available resources
  • Manage and resolve customer complaints
  • Provide customers with product and service information
  • Enter new customer information into system
  • Update existing customer information
  • Process orders, forms and applications
  • Identify and escalate priority issues

Cashier

PIC-A-BIT
Cleveland, MS
02.2010 - 05.2014
  • Opened and closed the store, which included counting cash drawers and making bank deposits
  • Maintained visually appealing and effective displays for the entire store
  • Balanced the needs of multiple customers simultaneously in a fast-paced retail environment
  • Built and maintained effective relationships with peers and upper management.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.

Cashier

KNIGHT RIDER
Cleveland, MS
01.2008 - 05.2014
  • Processed an average of +100 transactions each day in a timely manner
  • Opened and closed the store, which included counting cash drawers and making bank deposits
  • Built customer confidence by actively listening to their concerns and giving appropriate feedback
  • Kept current on market and product trends to effectively answer customer questions.

Education

Medical Assisting - Medical Assisting

Concorde Career College
Memphis, TN
05.2012

GED -

BOLIVAR COMMUNITY ACTION AGENCY
Cleveland, MS
01.2010

Skills

  • Information Updates
  • Service Recommendations
  • Data Entry and Maintenance
  • Call Documentation
  • Detailed Evaluations
  • Courteous with Strong Service Mindset

Accomplishments

  • Routinely helped as many as +100 customers each day in a high-volumeretail store
  • Met monthly sales goals for 6 months straight
  • Received several “exceed expectations” ratings on performance reviews.

Timeline

Call Center Customer Service Representative

Alorica
03.2021 - Current

Customer Service Representative

Accredo Specialty Pharmacy
01.2017 - 02.2021

Call Center Representative

Service Master
02.2016 - 06.2019

Call Center Rep

Conduit Global
06.2014 - 07.2015

Cashier

PIC-A-BIT
02.2010 - 05.2014

Cashier

KNIGHT RIDER
01.2008 - 05.2014

Medical Assisting - Medical Assisting

Concorde Career College

GED -

BOLIVAR COMMUNITY ACTION AGENCY

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