Latosha Smith
Stockbridge,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
24
24
years of professional experience
Work History
Sales and Service Representative
Georgia Power
03.2018 - Current
- Customer service for outages and collections answer all incoming phone calls and inquires collection arrangements schedule service orders
- Streamlined the sales process for increased efficiency, ensuring accurate record-keeping, timely follow-ups, and successful deal closures.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Conducted regular assessments of client satisfaction levels through customer surveys and feedback mechanisms to continuously improve service quality.
Coordinator
FREEDOM
06.2015 - 08.2017
- Building collateral files
- Ensure all required documents are received and reviewed for completeness
- Identify, track and work to clear collateral exceptions
- Completed bi-weekly payroll for 10 employees.
Specialist
UDREN
08.2014 - 05.2015
- Assist clients in minimizing losses on their non-performing portfolios through timely completion of mortgage foreclosures, deficiency actions, workouts, bankruptcies, ejection/eviction actions and REO closings
- Provide each client, with the finest personalized care and attention
- Provide a wide scope of services comparable with larger firms with maximum attention to detail
- Maintain attorney/client relationships based on personal attentiveness usually offered only by smaller firms
- Answer client questions and return phone calls promptly
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Followed all company policies and procedures to deliver quality work.
- Conducted comprehensive competitor analysis to inform strategic decisions.
- Boosted company's online presence by developing comprehensive digital marketing strategy.
Enrollment Coordinator/Recruiter
CAMDEN
03.2014 - 08.2014
- Required to participate in student recruitment events, including public speaking engagements at off campus locations in an effort to attract potential students to a school
- Sometimes works with other departments in preparing grants for special project
- Supervising and coordinating other staff members to assure that a student is properly enrolled in a school
- Handless all of administrative details, schedules appointments, school communication, registration, bus schedules, school lunches, after school programs and immunization requirements
Foreclosure Specialist
XEROX
04.2013 - 11.2013
- Handled customer questions, complaints, and billing inquires with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
- Utilized a computerized system using standard scripts and procedures to respond to customer inquiries and complaints
- Gathered information, performed extensive research and resolve customer inquiries
- Assisted in planning and implementing department goals and provided recommendations to improve efficiency and effectiveness
- Coordinated schedules to maximize phone coverage and monitor priority of calls through resolution
- Prepared standard reports to track workload, response time and quality of input
Coordinator
AMERICORP
07.2010 - 07.2011
- Planned community events, recruited volunteers, gathered and sorted donations
- Researched best practices programs for youth
Counselor
Residential
01.2009 - 12.2010
- Assisted teenagers with self-esteem issues
- Helped with social and behavior skills
Representative
AMERICA'S
06.2001 - 06.2010
- Responded to customer inquiries
- Reviewed, updated and maintained call center data information
- Transferred customer calls to appropriate staff
- Reviewed and researched billing issues
- Completed call logs and prepared reports
- Identified customer issues using computerized system
- Performed store opening and closing
Teller
07.2000 - 06.2008
- Monitored and tracked securities transactions
- Perform Fund transfers
- Researched banking guidelines and statutory requirements to stay updated on new laws and applications
- Performed extensive analytical calculations, including a complete audit of each mutual funds
- Large cash/check deposits expert
Education
Associate of Science -
Rowan College At Gloucester County
Sewell, NJ01.2004
Skills
- EXCEL
- POWERPOINT
- PROBLEM-SOLVING
- SCANNING
- TELEPHONES
- Customer Relationship Management
- Office technology
- Facsimile
- Copier
- Analytical skills
- Project Management
- Goal oriented
Additionalinformation - Additionalskills
- Proficient with Customer Relationship Management
- Skillful in Microsoft Office including Excel and PowerPoint
- Proficient with office technology including facsimile, copier, scanning and telephones
- Analytical and problem-solving skills
- Project Management
Timeline
Sales and Service Representative
Georgia Power
03.2018 - Current
Coordinator
FREEDOM
06.2015 - 08.2017
Specialist
UDREN
08.2014 - 05.2015
Enrollment Coordinator/Recruiter
CAMDEN
03.2014 - 08.2014
Foreclosure Specialist
XEROX
04.2013 - 11.2013
Coordinator
AMERICORP
07.2010 - 07.2011
Counselor
Residential
01.2009 - 12.2010
Representative
AMERICA'S
06.2001 - 06.2010
Teller
07.2000 - 06.2008
Associate of Science -
Rowan College At Gloucester County
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