Latisha Smith
Kansas City,MO
Summary
Dynamic customer service professional with extensive experience at Redrock Credit Union and Radius Global, excelling in conflict mediation and active listening. Recognized for enhancing customer satisfaction and loyalty through effective dispute resolution and personalized service. Proven ability to manage high-volume calls while maintaining professionalism, consistently achieving performance targets and fostering long-term client relationships.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Redrock Credit Union
01.2023 - 03.2024
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Investigated and resolved customer inquiries and complaints quickly.
Front Desk Receptionist
Bright Realty
08.2022 - 01.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Completed all tasks in compliance with company policies and procedures.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Enhanced guest experience by maintaining welcoming and organized reception area.
- Organized, maintained and updated information in computer databases.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Routed incoming mail and messages to relevant personnel without delay.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Senior Customer Service Representative/Collector
Yarco
02.2015 - 08.2022
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Maintained high volume of calls and met demands of busy and productive group.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used skip tracing and other techniques to locate debtors.
Collection Customer Service Representative
Radius Global Solutions
07.2018 - 02.2022
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
Education
High School Diploma -
Southeast High School
Kansas City, MO05-2004
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
- Data collection
- Filing
- Dispute resolution
- Assertiveness
- Account updating
- Quality assurance controls
- Escalation management
- Conflict mediation
- Multi-line phone talent
- Quality control
- Professional telephone demeanor
- Call center experience
- Problem resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Redrock Credit Union
01.2023 - 03.2024
Front Desk Receptionist
Bright Realty
08.2022 - 01.2023
Collection Customer Service Representative
Radius Global Solutions
07.2018 - 02.2022
Senior Customer Service Representative/Collector
Yarco
02.2015 - 08.2022
High School Diploma -
Southeast High School
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