LaTicia Demery
Raleigh
Summary
Accomplished in elevating customer experiences, I leveraged critical thinking and Microsoft Office Suite proficiency at Progressive Service Company to resolve conflicts and enhance satisfaction. My leadership in team development and customer relationship management significantly improved service delivery, achieving notable customer retention and satisfaction metrics.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Representative/Dispatcher
Progressive Service Company
04.2024 - 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Customer Service Sales Representative
Spectrum
05.2023 - 04.2024
- 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.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Utilized CRM software to manage customer interactions and follow up on sales opportunities.
- Conducted product demonstrations, educating customers and stimulating interest.
- Developed comprehensive knowledge of products and services to provide accurate information to customers.
- Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
Assistant Customer Service Manager
Food Lion
10.2022 - 05.2023
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Implemented new strategies for reducing wait times and improving first-call resolution rates, resulting in improved customer satisfaction scores.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
- Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
- Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Promoted brand loyalty by offering personalized assistance tailored to individual needs during each interaction with customers.
- Created customer support strategies to increase customer retention.
- Contributed to team success by consistently achieving performance metrics for call resolution, response time, and customer feedback.
Assistant Manager
Family Dollar
07.2022 - 10.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
Production Worker
Perdue Chicken
08.2009 - 01.2012
- Followed safety procedures and guidelines to maintain safe working environments.
- Used equipment properly to avoid workplace hazards or injuries.
- Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
- Resolved issues quickly to maintain productivity goals.
- Organized work to meet demanding production goals.
- Met or exceeded daily production targets consistently through efficient task execution and effective time management skills.
- Performed routine quality checks on finished products, ensuring adherence to company standards before shipping out units.
- Took on additional shifts during peak work periods to keep projects on schedule.
Education
High School Diploma -
Bertie
Windsor, NC05-1999
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Sales closing
- Key holder experience
Timeline
Customer Service Representative/Dispatcher
Progressive Service Company
04.2024 - Current
Customer Service Sales Representative
Spectrum
05.2023 - 04.2024
Assistant Customer Service Manager
Food Lion
10.2022 - 05.2023
Assistant Manager
Family Dollar
07.2022 - 10.2022
Production Worker
Perdue Chicken
08.2009 - 01.2012
High School Diploma -
Bertie
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