Latia Smith
Hampton
Summary
Customer service professional with solid history of enhancing customer experiences through effective communication and problem resolution. Known for collaborating with team members to achieve goals and adapting to shifting demands. Expertise includes call handling and conflict resolution skills, valued by employers.
Professional with strong background in customer service and communication. Adept at resolving issues efficiently and maintaining customer satisfaction. Strong team collaborator with focus on achieving results and adapting to changing needs. Skilled in active listening, problem-solving, and using CRM software effectively. Dependable and results-oriented with passion for delivering quality service.
Experienced with managing high-volume customer interactions. Utilizes effective communication and problem-solving to address and resolve issues. Track record of maintaining high levels of customer satisfaction and team collaboration.
Overview
10
10
years of professional experience
Work History
Call Center Agent
Conduent
08.2024 - 01.2025
- Responded to a large number of calls related to product and service inquiries (e.g., technical support, warranty claims, sales, etc.)
- Analyzed and responded to more than [x] customer service tickets, which resulted in more than [x] minor or major resolutions
- Handled an average of [x] escalations per day, engaging with customers in a friendly, courteous, and professional manner
- Supervised teams of [x] agents, aided in their training, and ensured that customer service standards were met
Customer Service Representative Work From Home
Williams-Sonoma
04.2022 - 08.2024
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Call Center Representative
Netflix
07.2019 - 03.2022
- Answered 10+ calls per hour, exceeding target call rates by 16%
- Maintained a professional, friendly demeanor with customers at all times, receiving 130+ positive customer reviews
- Established knowledge of protocols, answering customer inquiries, and reducing wait times by 7+ minutes
- Took 55+ customer orders per shift and made outbound calls for delivery delays or billing issues
- Collaborated with a team of 27+ people
- Resolved customer call complaints within 24 hours, reducing the likelihood of negative reviews by 68%
- Awarded Agent of the Year 2 times for customer satisfaction
- Spearheaded the creation of bulleted product lists and potential solutions for call staff, reducing wait times by 28%
Customer Service Representative
MT. TRASHMORE FAMILY YMCA
01.2015 - 05.2019
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
Education
Associate of Science - Early Childhood Education
Bryant And Stratton College
Buffalo, NY12-2025
High School Diploma -
Granby High School
Norfolk, VA06-2010
Skills
- Call center operations
- Customer communications
- Payment processing
- Team development
- Appointment setting
- Data entry
- Problem-solving skills
- Typing speed
- Issue resolution
- Technical support
- Account updating
- Customer education
Timeline
Call Center Agent
Conduent
08.2024 - 01.2025
Customer Service Representative Work From Home
Williams-Sonoma
04.2022 - 08.2024
Call Center Representative
Netflix
07.2019 - 03.2022
Customer Service Representative
MT. TRASHMORE FAMILY YMCA
01.2015 - 05.2019
Associate of Science - Early Childhood Education
Bryant And Stratton College
High School Diploma -
Granby High School
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