Latosha Willis
Baton Rouge
Summary
Experienced Client Service Associate adept at streamlining processes and improving customer interactions. Demonstrated ability to handle complex client inquiries and provide effective resolutions. Eager to contribute to a team that values dedication and efficiency.
Overview
1
1
Certification
Work History
Call Center Representative
Convergys
Baton Rouge
- Achieved high customer satisfaction rating through proactive one-call resolutions.
- Utilized call management software to track interactions effectively.
- Met and exceeded benchmarks for call speed, accuracy, and volume consistently.
- Maintained strong call control while efficiently addressing diverse customer issues.
- Documented customer inquiries and feedback to enhance service delivery.
- Processed debit, credit card, and electronic check payments accurately.
- Utilized probing questions to assess service needs and input information into electronic systems.
Call Center Agent
West Corporation
Baton Rouge
- Assessed customer needs to upsell products and services, maximizing overall sales.
- Informed customers about billing procedures, processed payments, and set up payment options.
- Reviewed account and service histories to identify trends and resolve issues.
- De-escalated customer concerns while maintaining a calm and friendly demeanor.
- Documented customer interactions to track requests, problems, and solutions.
- Provided assistance to high volumes of customers daily, emphasizing positive experiences.
Communication Assistant-Relay Operator
Hamilton Telecommunications
Baton Rouge
- Transcribed audio files using specialized software to create accurate captions for hearing-impaired individuals.
- Followed call center procedures to ensure efficient service delivery.
- Utilized captioning software to format and style text effectively.
- Communicated with team members to resolve captioning issues promptly.
- Participated in training courses to enhance technical skills and improve performance.
- Adhered to strict deadlines while producing high-quality results swiftly.
- Repeated words into voice recognition software for captioned telephone services.
- Listened attentively to audio recordings to generate captions.
Education
High School -
Baton Rouge Magnet High School
Baton Rouge, LA05.2000
Some College (No Degree) - Business Administration
Xavier University of Louisiana
New Orleans, LASkills
- Customer complaint resolution
- Report generation
- Call center experience
- Typing speed: 55 WPM
- Data documentation
- Call management
- Customer satisfaction
- Payment processing
- Issue resolution
- Team collaboration
- Effective communication
- Attention to detail
- Time management
- Active listening
- Conflict de-escalation
- Training participation
- Call center customer service
- System documentation
- Data entry
- Inbound phone calls
- Performance improvement
- Logging call information
- Verbal and written communication
- Gathering information
- Dispute resolution
- Troubleshooting expertise
- Quality control assurance
- Information updates management
- Upselling strategies
- Microsoft Office proficiency
- Advanced computer skills
Personal Information
Title: Customer Service Agent
Certification
Job Readiness & Financial Education Training Certificate, The Christian Outreach Center, 2025
References
References available upon request.
Timeline
Call Center Representative
Convergys
Call Center Agent
West Corporation
Communication Assistant-Relay Operator
Hamilton Telecommunications
High School -
Baton Rouge Magnet High School
Some College (No Degree) - Business Administration
Xavier University of Louisiana