Leticia Carlisle
Aurora,IL
Summary
Dynamic customer service professional with extensive experience at T-Mobile, excelling in problem resolution and active listening. Proven track record of enhancing customer satisfaction and loyalty through empathetic complaint resolution and effective team management. Skilled in critical thinking and data entry, consistently achieving positive outcomes in high-pressure environments.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Comcast
01.2020 - Current
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Manager
T-Mobile
08.2014 - 12.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Customer Service Representative
Nicor Services
05.2009 - 07.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Sprint
01.2004 - 06.2009
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Diploma - Education
West Aurora High School
Aurora05.2004
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
Timeline
Customer Service Representative
Comcast
01.2020 - Current
Customer Service Manager
T-Mobile
08.2014 - 12.2019
Customer Service Representative
Nicor Services
05.2009 - 07.2014
Customer Service Representative
Sprint
01.2004 - 06.2009
Diploma - Education
West Aurora High School
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