LaVonna ROSS
San Diego,CA
Summary
Personable and dedicated professional with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Clerical Specialist
Pink Polish Dance Studio
San Diego, CA
01.2024 - Current
- Managed the inventory of office supplies, and placed orders when necessary.
- Proofread documents for accuracy prior to submission or distribution.
- Processed customer orders and maintained accurate records of transactions.
- Organized files, documents, and other office materials in an orderly manner.
- Maintained database systems by entering new and updated information.
- Reconciled discrepancies between physical inventories and computer records.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Organized and scheduled meetings and appointments for management.
- Answered incoming calls and directed inquiries to the appropriate parties.
- Prepared and distributed memos, letters, and other correspondence.
Customer Experience Representative
Intelicare Direct
San Diego, CA
04.2022 - 11.2023
- Meeting customer needs and providing solutions to retain them.
- Maintaining and updating customer records.
- Increasing product usage and customer satisfaction.
- Achieving quality and performance standards.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
Customer Service Representative
Tax Products Group
San Diego3 , CA
12.2021 - 03.2022
- Handled inbound customer service complaints and questions from a variety of customers.
- Properly direct inbound calls into queues to improve call flow.
- Accurately resolved customer service complaints, and appropriately answered questions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Customer Service Representative
Intelicare Direct
San Diego, CA
06.2019 - 03.2021
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed positive relationships with customers through friendly interactions.
Customer Service Associate
LPL Financial Services
San Diego, CA
02.2018 - 08.2018
- Supported internal business partners with managed accounts, supported system enhancements and testing, resolved escalations, and adapted to process changes.
- Processed client service requests such as address changes, account updates, check distribution requests, and deposits.
- Ensured compliance with regulatory requirements and adapted to regulatory changes while processing mail.
- Effectively assisted operational partners with processing tasks and quality control processes to ensure operational tasks are completed correctly on a daily basis.
- Consulted with customers regarding their needs and addressed their concerns.
Call Center Representative
Tax Products Group
San Diego, CA
01.2017 - 12.2017
- Handled inbound customer service complaints and questions from a variety of customers.
- Properly direct inbound calls into queues to improve call flow.
- Accurately resolved customer complaints and appropriately answered questions.
- Updated customer accounts, addresses and contact information within call management databases.
Education
High School Diploma -
Mark Twain High School
San Diego, CA06-1994
Skills
- Appointment scheduling
- Complaint resolution
- Customer education
- Returns processing
- Attention to detail
- Time management
- Performance Metrics'
- Technical Support
- 45 wpm
- Cross-selling
- Call Documentation
- Order and refund processing
References
References available upon request.
Timeline
Clerical Specialist
Pink Polish Dance Studio
01.2024 - Current
Customer Experience Representative
Intelicare Direct
04.2022 - 11.2023
Customer Service Representative
Tax Products Group
12.2021 - 03.2022
Customer Service Representative
Intelicare Direct
06.2019 - 03.2021
Customer Service Associate
LPL Financial Services
02.2018 - 08.2018
Call Center Representative
Tax Products Group
01.2017 - 12.2017
High School Diploma -
Mark Twain High School
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