Natasha Kent-Ledford
Cleveland,TN
Summary
I have worked in the customer service industry for over 20 years. I am a very driven and organized person who works well on my own. My standard of work exceeds expectations, and therefore, I am well-suited for this job.
Experienced with managing customer relationships and delivering exceptional support to ensure satisfaction and loyalty. Utilizes effective communication and problem-solving skills to address client needs and implement solutions. Track record of fostering strong collaborations and adapting to dynamic environments for continuous improvement.
Overview
29
29
years of professional experience
Work History
Live Verification Agent
U-Haul
Cleveland, TN
12.2020 - Current
- Conducted thorough verification of customer information to ensure accuracy and compliance with company policies.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Analyzed performance metrics regularly to drive continuous improvement in verification accuracy and efficiency.
- Expedited the verification process without compromising accuracy by prioritizing high-volume tasks during peak periods.
- Ensured client satisfaction with thorough attention to detail in the review and analysis of documents and data.
- Demonstrated strong problem-solving abilities in addressing complex cases or discrepancies found during document verification processes.
- Supported new hires through mentorship opportunities, sharing expertise in document analysis techniques and workflow management strategies for success in their role as a Verification Agent.
Program Operations Manager
NexRep-Vroom Delivery Support
Cleveland, TN
03.2016 - 05.2019
- Oversaw daily operations to ensure timely and efficient delivery support.
- Implemented process improvements that enhanced operational workflows and team performance.
- Mentored staff to develop skills in customer service and problem resolution techniques.
- Analyzed performance metrics to identify areas for improvement in service delivery.
- Developed training programs to onboard new employees effectively and efficiently.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Receiving Ambassador
Amazon
Charleston, TN
06.2014 - 05.2015
- Oversaw receiving processes, ensuring accurate inventory management and quality control of incoming shipments.
- Trained and mentored new staff on warehouse procedures and safety protocols.
- Conducted regular inspections of received goods, verifying quality and compliance with company specifications.
- Checked shipments for proper labeling and palletizing to reduce risk of damage.
Customer Support and Sales
LiveOps
Cleveland, TN
08.2001 - 08.2011
- Work from home
- Achieved personal and store sales goals by applying sound customer service and sales protocol.
- Built client relationships by acting as a liaison between customer service and sales teams.
- Contributed to increased sales revenue by upselling products and services during customer interactions.
- Contributed to increased sales revenue by providing exceptional customer service and product knowledge.
Health Insurance Customer Support and Claims
Cigna
Chattanooga, TN
01.2002 - 06.2003
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
- Protected private information, personal and financial, for the customer as well as Cigna.
Administrative Assistance for Experian
CBA
Ooltewah, TN
01.2000 - 01.2002
- Managed office communications, ensuring timely responses and efficient information flow.
- Coordinated schedules and meetings for executive staff, optimizing time management and resource allocation.
- Developed and maintained filing systems, enhancing document retrieval and organization efficiency.
- Implemented streamlined processes for administrative tasks, reducing turnaround times and improving productivity.
- Maintained inventory of office supplies, ensuring adequate resources while controlling costs effectively.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Owner Operator
3D Vehicle Recovery
Tucker, GA
05.1996 - 01.2002
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
- Proven ability to learn quickly and adapt to new situations.
Education
Honors Diploma -
Stone Mountain Christian School
Stone Mountain, GA05.1996
Associate of Science - Education (ASE)
Cleveland State Community College
Cleveland, TN08.2011
Skills
- Patient listener
- Empathetic
- Identity verification
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
- Accuracy and precision
- Software knowledge
- One call resolution
- Technical Support
- Customer service
- Attention to detail
- Data entry and review
- Customer relationship management
Timeline
Live Verification Agent
U-Haul
12.2020 - Current
Program Operations Manager
NexRep-Vroom Delivery Support
03.2016 - 05.2019
Receiving Ambassador
Amazon
06.2014 - 05.2015
Health Insurance Customer Support and Claims
Cigna
01.2002 - 06.2003
Customer Support and Sales
LiveOps
08.2001 - 08.2011
Administrative Assistance for Experian
CBA
01.2000 - 01.2002
Owner Operator
3D Vehicle Recovery
05.1996 - 01.2002
Honors Diploma -
Stone Mountain Christian School
Associate of Science - Education (ASE)
Cleveland State Community College