Overview
Work History
Summary
Skills
Timeline
Letitia Mays

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

Similar Profiles

CREATE PROFILE
Letitia Mays