Summary
Overview
Work History
Education
Skills
Timeline
Generic

Letasha Smith

Anniston,AL

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

5
5
years of professional experience

Work History

Customer Service Agent

Alorica
Irvine, CA
06.2024 - 03.2025
  • Managed high-volume of inbound and outbound customer calls.
  • Attended training sessions regularly to stay current on new products or services.
  • Answered incoming calls promptly and professionally within company standards.
  • Created reports detailing customer interactions for management review.
  • Helped clients navigate online systems within established frameworks to obtain services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.

Juvenile Correctional Officer

Coosa valley Detention
Anniston, AL
07.2022 - 11.2023
  • Monitored conduct of prisoners in housing unit or during work or recreational activities to prevent escape or violence.
  • Enforced rules and regulations related to inmate conduct and behavior in accordance with established policies.
  • Conducted fire, safety and sanitation inspections.
  • Assisted in developing individualized treatment plans for each juvenile offender based on their needs and goals.
  • Monitored security cameras throughout the facility to ensure safety of staff and inmates.
  • Provided counseling services to juvenile offenders to address behavioral issues.

Technical Support Representative

Kelly Services
Troy, MI
10.2021 - 07.2022
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Maintained positive working relationship with fellow staff and management.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.

Customer Service Representative

Maximus Federal Services
Hattiesburg, MS
08.2020 - 09.2021
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed positive relationships with customers through friendly interactions.
  • Used approved scripts to de-escalate angry customers during telephone interactions.

Education

High School Diploma -

Franklin County High School
Meadville, MS
05-2007

Skills

  • Customer service
  • Call management
  • Technical support
  • Data reporting
  • Product knowledge
  • Customer relationship management

Timeline

Customer Service Agent

Alorica
06.2024 - 03.2025

Juvenile Correctional Officer

Coosa valley Detention
07.2022 - 11.2023

Technical Support Representative

Kelly Services
10.2021 - 07.2022

Customer Service Representative

Maximus Federal Services
08.2020 - 09.2021

High School Diploma -

Franklin County High School

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