Robertha Larmouth
Ankeny,IA
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Growth-focused, results-oriented, and goal-driven professional. Equipped with strong problem-solving, communication, and interpersonal skills in delivering outstanding service and revenue growth. Flexible and versatile under pressure. Excellent team-building skills.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Representative
City Of Fort Worth Water Department
Fort Worth, TX
09.2023 - 07.2024
- Handling a large volume of inbound phone calls from an ACD call management system.
Answering complicated customer requests or inquiries concerning water utility services.
Resolving customer issues with one call/contact resolution.
Assisting customers with request for service start-ups, transfers, disconnections, etc.
Answering questions related to billing, consumption and payment concerns.
Research, resolve and follow up on customer service concerns and inquiries.
Meeting or exceeding Key Performance Indicators (KPI) as established by the department.
Logging of customer service requests in a customer relationship management (CRM) system and consistently notate accurate data on
customer accounts, and routing to the appropriate department(s) and/or personnel.
FC Associate
Amazon Fulfillment Center
Fort Worth, TX
06.2022 - 07.2023
- Cross-trained new associates on essential job functions and procedures, including picking and filling orders for all warehouse products
- Problem Solve
- Followed procedures at all times for personal and team safety.
- Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.
Customer Care Coordinator II
Necso Resorce
North Richland Hills, TX
05.2021 - 11.2022
- Build cases, request for Repair Orders and Sales Jacket
- Prepare Service Chronology for clients to review
- Train new hire temps with job duties
- Assist, correct and approve Recaps
FC Associate
Amazon Fulfillment Center
Grapevine, TX
09.2020 - 11.2021
- Selected packing materials based on size, quantity, and fragility of package contents
- Cross-trained new associates on essential job functions and procedures, including picking and filling orders for all warehouse products
- Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in product quality and workflow
- Followed procedures at all times for personal and team safety
- Evaluated merchandise for irregularities, flaws, or damage prior to packing.
Death Investigator
MetLife
West Des Moines, IA
03.2018 - 11.2019
- Follows procedures to process death claim transactions corresponds with agents, beneficiaries and other departments regarding pending cases
- Responsible for the accurate handling and timely execution of Death claims cases
- Ensure transactions are processed on our administrative systems accurately and in a time frame considered suitable by SEC and MetLife guidelines
- Report any potential fraudulent, money laundering, or unethical requests that have been reviewed
Youth Director
Kyles AME Zoin
Des Moines, IA
01.2015 - 12.2018
- Provided guidance to teens by helping them develop positive decision-making skills and strategies for navigating social situations.
- Evaluated existing programs regularly to ensure they are meeting the needs of participating youths.
- Developed and implemented educational programs for youth that focused on developing life skills, such as communication and problem solving.
- Worked with church leadership, parents, and volunteers to establish clear goals and guidelines for church youth.
- Developed lesson plans in accordance with curricula and core church beliefs.
Sales Representative Supervisor
Mass Markets
West Des Moines, IA
02.2018 - 12.2018
- Daily oversight of 15-21 sales agents
- Provide call mentoring and training for new and experienced agents
- Provide coaching and feedback
- Resolve escalated customer issues
Home Preservations
Wells Fargo
West Des Moines, IA
04.2013 - 11.2014
- Managed a pipeline of 40-130 loans per week
- Gathered and analyzed required documents for specific loan requirements
- Ensured compliance was met internally and externally
- Resolving title issues
Late Stage Collector
Wells Fargo
West Des Moines, IA
03.2012 - 04.2013
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Achieved performance goals on consistent basis.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Youth Mentor
Des Moines Liberian Association
Des Moines, IA
11.2009 - 12.2011
- Motivated youth towards successful completion of school assignments or job applications.
- Assisted with the development of individualized plans for youth to achieve their goals.
- Developed strategies to address challenging behaviors in a constructive manner.
- Advised youth on resources available within the community that can assist them.
- Encouraged healthy communication between youths and their families or guardians.
- Actively listened to understand the needs of each individual participant.
- Made referrals to utilize community resources for resident's needs.
Education
Associate of Arts - Criminal Justice/Homeland Security
Des Moines Area Community College
Ankeny, IANo Degree - Academy Training
Citizen Academy
West Des Moines, IowaAssociate of Arts - Criminal Justice/Homeland Security
Tarrant County College District
Fort Worth, TXHigh School Diploma -
Haltom High School
Haltom City, TXSkills
- Project Management
- Retail Operations Management
- Customer Service Management
- Report Preparation
- Front-End Supervision
- Cross functional Collaboration
- Team Building & Training
- Accounting/Bookkeeping
- Front-Office Operations
- Compliance Handling & Resolution
Timeline
Senior Customer Service Representative
City Of Fort Worth Water Department
09.2023 - 07.2024
FC Associate
Amazon Fulfillment Center
06.2022 - 07.2023
Customer Care Coordinator II
Necso Resorce
05.2021 - 11.2022
FC Associate
Amazon Fulfillment Center
09.2020 - 11.2021
Death Investigator
MetLife
03.2018 - 11.2019
Sales Representative Supervisor
Mass Markets
02.2018 - 12.2018
Youth Director
Kyles AME Zoin
01.2015 - 12.2018
Home Preservations
Wells Fargo
04.2013 - 11.2014
Late Stage Collector
Wells Fargo
03.2012 - 04.2013
Youth Mentor
Des Moines Liberian Association
11.2009 - 12.2011
Associate of Arts - Criminal Justice/Homeland Security
Des Moines Area Community College
No Degree - Academy Training
Citizen Academy
Associate of Arts - Criminal Justice/Homeland Security
Tarrant County College District
High School Diploma -
Haltom High School
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