Letitia Mays
Dallas,TX
Summary
Dynamic Senior Customer Service Representative with over 18 years of experience in high-volume customer support, team leadership, and human resources. Proven ability to consistently exceed KPIs by managing over 100 calls and emails daily while achieving customer satisfaction scores above 90%. Expertise in de-escalating complex issues, mentoring teams, and fostering enduring client relationships. Committed to delivering exceptional service excellence in remote environments with minimal supervision.
Overview
2027
2027
years of professional experience
Work History
Senior Customer Service Representative
Nakedwines.com
Napa, CA
01.2013 - Current
- Assist in leading a team of 10, contributing to a supportive, high-performance remote work culture
- Support performance evaluations and onboarding of new team members, delivering skills training that improves individual and team output
- Own escalated customer concerns end-to-end, ensuring swift and satisfying resolution while protecting brand reputation
- Consistently exceed KPI targets by managing 100+ calls and 100+ emails per day with accuracy and professionalism
- Sustain 90%+ positive customer satisfaction scores through proactive, empathetic, and solutions-focused communication
- Document all customer interactions thoroughly for quality assurance, reporting, and process improvement purposes
Regional HR Coordinator
Toys 'R Us
Berkeley, CA
2010 - 01.2013
- Supported HR operations including onboarding and employee relations
- Assisted with recruiting and training coordination
- Maintained HR records and compliance documentation
Customer Service Representative II
GEO Call Center
San Francisco, CA
01.2006 - 01.2010
- Delivered customer support in a fast-paced call center
- Resolved inquiries and complaints efficiently
- Met performance and service quality benchmarks
Education
High School Diploma -
Oakland Technical High School
Oakland, CAWine & Spirit Education Trust (WSET) - undefined
Napa Valley Wine Academy
01-2022
Skills
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Google Workspace
- CRM platforms
- Multi-line phone systems
- Live chat tools
- Remote collaboration tools (Zoom, Slack, Teams)
Accomplishments
- Maintained 90%+ positive customer feedback rating consistently across 10+ years in senior role
- Assisted in leading and mentoring a team of 10 customer service representatives
- Handled 100+ inbound calls and 100+ emails daily, consistently surpassing KPI benchmarks
- Earned Wine & Spirit Education Trust (WSET) certification from Napa Valley Wine Academy in 2022 — deepening product expertise directly relevant to current role
CORE COMPETENCIES
- Escalation Handling
- Issue Resolution
- Team Leadership & Training
- KPI Management
- Client Relations
- Remote Work
- Account Management
- Process Improvement
- Customer Feedback Analysis
- HR Coordination
- Product Support
Timeline
Senior Customer Service Representative
Nakedwines.com
01.2013 - Current
Customer Service Representative II
GEO Call Center
01.2006 - 01.2010
Wine & Spirit Education Trust (WSET) - undefined
Napa Valley Wine Academy
Regional HR Coordinator
Toys 'R Us
2010 - 01.2013
High School Diploma -
Oakland Technical High School