Sherde' Lathan
Denham Springs,LA
Summary
Proven Customer Service Specialist, adept in conflict resolution and critical thinking, significantly enhanced customer loyalty at Movin' Mike LLC. Skilled in Microsoft Outlook and active listening, I excel in high-pressure environments, driving customer satisfaction through effective problem-solving and professional communication. Achieved notable sales growth by mastering complaint handling and upselling techniques.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Movin' Mike LLC
02.2016 - Current
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- 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.
- Improved resolution time with effective problem-solving for customer complaints.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Customer Service Representative
Hamilton Relay Telecommunications
08.2015 - 05.2016
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Sales Associate
Walmart
09.2009 - 09.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Customer Service Representive
West @ Home
04.2007 - 03.2012
- 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.
Cashier/Senior Customer Service Representative
Gerry Lane Hummer-Saab Dealership
02.2007 - 02.2012
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Management/Front of House Wait Staff Member
Bennigan's Restaurant
04.2004 - 07.2009
- Collaborated with kitchen staff to ensure accurate order preparation and prompt delivery of meals.
- Enhanced customer satisfaction by providing timely and efficient service in a fast-paced environment.
- Collaborated with the rest of the front-of-house team during large events to ensure seamless execution of assigned responsibilities.
- Ensured adherence to restaurant policies by enforcing rules such as dress codes or age restrictions where applicable.
Customer Service Representative
Convergys Corporation
08.2003 - 02.2007
- 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.
Education
High School Diploma -
Tara High School
Baton Rouge, LA05.2003
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
- Scheduling
- Microsoft Outlook
- Follow-up skills
Timeline
Customer Service Representative
Movin' Mike LLC
02.2016 - Current
Customer Service Representative
Hamilton Relay Telecommunications
08.2015 - 05.2016
Sales Associate
Walmart
09.2009 - 09.2015
Customer Service Representive
West @ Home
04.2007 - 03.2012
Cashier/Senior Customer Service Representative
Gerry Lane Hummer-Saab Dealership
02.2007 - 02.2012
Management/Front of House Wait Staff Member
Bennigan's Restaurant
04.2004 - 07.2009
Customer Service Representative
Convergys Corporation
08.2003 - 02.2007
High School Diploma -
Tara High School
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