Lutanya Garrett
Tampa,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
Verizon Wireless Corporation
Tampa, FL
03.2022 - 08.2023
- Handled customer complaints quickly, and
professionally to restore customer confidence and
prevent loss of business. - Managed approximately 100 incoming calls per day from customers.
- Developed and maintained positive customer relations,
and coordinated with team members to properly
handle requests and questions. - Delivered guidance on financial regulations and
requirements. - Responded to customer inquiries and provided
technical assistance over the phone. - Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Tier 1 Technical Support Representative
Verizon Wireless
Tampa, FL
04.2021 - 03.2022
- Identified issues, analyzed information, and provided solutions to problems.
- Assist customers with account and technical inquiries
- Proven ability to develop and implement creative solutions to complex problems.
- Follow-up with customers to ensure first contact resolution providing an exceptional customer experience while achieving the speed of service level goals.
- Escalate issues to tier 2 agents for additional technical support.
Messaging Specialist
Verizon Wireless
Tampa, FL
03.2020 - 03.2021
- Built and managed relationships with key clients and partners to drive growth.
- Assisted customers using the LiveEngage Interface and the Speak application to enhance the experience service model for connecting with customers.
- Assisted customers with account and technical inquiries using typed communication in an asynchronous format.
- Monitored industry trends to adapt strategies accordingly.
- Improved Verizon's overall exposure through empowered, personalized engagement and industry-leading speed of service.
Customer Service Specialist
Verizon Wireless
Tampa, FL
03.1999 - 03.2020
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Complied with company policies and procedures by encouraging a positive and effective work environment among employees.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
GED -
State of Florida
Tampa, FL05-1997
Skills
- Collaborative Problem Solving
- Customer Satisfaction
- Actively Listening
- Payment Collection
- Account Management
- Technical Support Tier 1
- Research Skills
- Computer Proficiency
- Trend Analysis Customer Support
- Microsoft Office Expertise
- Data Entry
- Call Center Operations
- Complaint Resolution
- High-Energy Attitude
- Professional Telephone Demeanor
- Microsoft Outlook
- Technical Troubleshooting
- Inbound and Outbound Calling
- 10-Key
- Problem-Solving Abilities
- Order Fulfillment
Accomplishments
- Top 100 Customer Service Agent, month over month
- Perfect Attendance
- Team Ambassador
- Company Trips
Certification
CITRIX System
OPEL System
MTAS System
ACSS Application
BLUEJEANS Application
Proficient in Microsoft & Google Applications
Languages
English
Elementary
Affiliations
- BOLD - Black Originators Leaders and Doers of Verizon
- WOW - Women of the World of Verizon
Timeline
Customer Service Advocate
Verizon Wireless Corporation
03.2022 - 08.2023
Tier 1 Technical Support Representative
Verizon Wireless
04.2021 - 03.2022
Messaging Specialist
Verizon Wireless
03.2020 - 03.2021
Customer Service Specialist
Verizon Wireless
03.1999 - 03.2020
GED -
State of Florida