Letitia Mays
Dallas,TX
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative (Remote)
NakedWines.com
Sonoma, CA
08.2018 - Current
- Serve as department lead for a team of 10, fostering a productive, collaborative, and positive work environment.
- Handle high-volume customer interactions, managing over 100+ calls and 100+ emails daily with a 90%+ satisfaction rate.
- Resolve escalated issues swiftly and effectively, maintaining trust and loyalty with customers.
- Coach and train new team members to support service excellence and team development.
- Generate sales leads through proactive engagement and personalized recommendations.
- Consistently exceed performance targets and customer service KPIs.
- Maintained a 95% customer resolution rate by providing thoughtful, timely support across multiple platforms.
- Participated in advanced product training to expand problem-solving capabilities and support cross-functional goals.
- Assisted in team engagement initiatives to support collaboration and improve service delivery.
Customer Service Specialist (Hybrid)
LL Flooring
Burlingame, CA
03.2021 - 10.2023
- Serve as the primary point of contact for customers, addressing inquiries and resolving issues through both phone and email communication.
- Led the grievance department, establishing daily, weekly, and monthly service goals.
- Increased customer satisfaction by 17% through coaching, issue resolution, and team development.
- Provided cross-channel support (phone, live chat, email), ensuring customers felt heard and valued.
- Volunteered to assist with escalations during peak periods to maintain service quality.
Customer Service Team Lead
Toys 'R' Us
Emeryville, CA
01.2013 - 06.2025
- Demonstrated strong leadership and conflict resolution skills to handle escalated customer inquiries and ensure a positive outcome for all parties involved.
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Skills
Representative training
Membership renewals
Escalation management
CRM software
Timeline
Customer Service Specialist (Hybrid) - LL Flooring
03.2021 - 10.2023
Senior Customer Service Representative (Remote) - NakedWines.com
08.2018 - Current
Customer Service Team Lead - Toys 'R' Us
01.2013 - 06.2025