LETASHA PRINCE
Jacksonville,FL
Summary
Driven and successful Customer Service Professional with an unwavering positive attitude. Committed to providing a high-quality customer service. Adept at monitoring accounts and responding to customer inquiries and feedback.
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
17
17
years of professional experience
Work History
Back Office/Drop Ship Specialist
Fanatics Inc.
04.2016 - Current
- Promptly handle an average of 120 customer inquiries and complaints per day with a 96% customer satisfaction rate.
- Daily monitor over 3,000 various orders, and their shipment statuses to ensure timely allocation to distribution and manufacturing sites, and oversee outbound order flow
- Complete 50- 200 work order requests daily, from the customer service department, and work with internal and external contacts
- Partner with the fulfillment service center to respond to tracking, backorder, shipment, and order update inquiries
- Analyze data and make fact-based decisions regarding fraud detection
Customer Service Representative/Team Lead
Fanatics Inc.
06.2015 - 04.2016
- In a 24/7 and 365-day call center, assisted over 100 customers daily by answering questions from Fans regarding orders and inquiries
- Composed written responses through communication mediums including emails, chats, and work order tickets
- Maintained a monthly customer satisfaction rating of 95% or higher
- Achieved one-call resolution 90% of the time, exceeding the center's goal of 85%
- Assisted in training of new Customer Service Representatives
Officer's Ward Room Cook
US NAVY
06.2008 - 12.2014
- 3rd Class Petty Officer (Honorable discharge)
Education
BA - Fashion Marketing and Retail Management
The Art Institute of Jacksonville
Jacksonville06.2015
Skills
- Customer Service
- Verbal Communication
- Written Communication
- Typing 75 WPM
- Microsoft Office
- Outlook
- Excel
- Word
- PowerPoint
- De-escalation
- Teamwork
- Social Media
- Reporting
- Data Analysis
- Graphic Design
- Content Creation
Military Service
OFFICER'S WARD ROOM COOK, 06/08, 12/14, US NAVY, 3rd Class Petty Officer, Honorable discharge
Professional Highlights
- Completed on-the-job training as a Workforce Analyst Coordinator.
- Recognized as Outstanding Team Lead in PEAK 2017 (Interviewed and featured in the 2017 Fanatics quarterly newsletter and quoted by the CEO of Fanatics).
- Maintained a QA score of 100% monthly.
- Rank #4 out of 18 employees (within the Back-Office Department).
- Helped the company attain the highest customer service rating in 2017.
- Playmaker (Employee of the month) 2021 and 2022.
- 400+ hours of volunteer work (Global Ambassador).
Timeline
Back Office/Drop Ship Specialist
Fanatics Inc.
04.2016 - Current
Customer Service Representative/Team Lead
Fanatics Inc.
06.2015 - 04.2016
Officer's Ward Room Cook
US NAVY
06.2008 - 12.2014
BA - Fashion Marketing and Retail Management
The Art Institute of Jacksonville
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