Latriece Maynard
Greensboro
Summary
Dedicated Customer Service Representative with over 8 years of experience providing exceptional customer service through active listening, problem solving, and escalation management. Proven track record in enhancing customer loyalty and streamlining logistics, demonstrated during my tenure at Guy & O'Neill. Excelled in high call volume environments, achieving top satisfaction ratings through superior customer service and effective complaint resolution. Skilled in data entry and customer de-escalation, I consistently exceed performance metrics, ensuring accuracy and efficiency in order management.
Overview
10
10
years of professional experience
Work History
Order Management Coordinator
Albaad USA
12.2024 - Current
- Managed order processing and fulfillment to ensure timely delivery of products.
- Coordinated communication between departments to streamline order management operations.
- Implemented process improvements to enhance efficiency in order tracking systems.
Customer Care Representative I, Claims
Reliance Matrix
09.2024 - 12.2024
- Submit employee claims for short term disability, long term disability, FMLA, ADA, and worker’s compensation
- Ensure accurate record-keeping and documentation
- Maintain the confidentiality of employee records and claim information in accordance with HIPAA
- Remote
Order Management Coordinator, Sales Administrative Assistant
Guy & O'Neill (formerly Albaad USA)
Reidsville, NC
06.2019 - 03.2024
- Order entry for wholesale orders using SAP and AX, routed orders, and monitored inventory for retail and non-retail customers.
- Assisted sales team with purchasing samples, identifying customer complaint trends, and shipment of sample products.
- Provided chargeback documentation to determine validity, and processed disputes against customers and carriers, as needed.
Consumer Care Representative
Newell Rubbermaid
High Point, NC
10.2017 - 06.2019
- Managed high call volumes (for drinkware, printers, and baby products) while providing exceptional customer support and maintaining professional composure via phone, email, and chat.
- Processed warranty replacements and created medical claims for quality review using Salesforce and SAP.
- Achieved high rankings for answering over 50 incoming calls and 100 emails per day from customers.
Customer Service Representative, Team Lead
Alorica
Greensboro, NC
02.2016 - 10.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while providing technical support, resolving disputes, or conflicts.
- Resolved 50 or more customer complaints with empathy, resulting in increased loyalty and repeat business
- Lead teams of 16 employees and provided de-escalation tactics.
Education
High School Diploma -
Southeast Guilford High School
Greensboro, NC06-2009
Skills
- Superior Customer Service
- Calm and Professional Under Pressure
- Data Entry
- Microsoft Office & Salesforce
- Analytical and Logical Decision Making
- Customer Claims and Complaints
- Patient Listener
- Administrative Assistant
- Attention to Detail
- Complex Conflict Resolution
- Leadership
- Customer De-Escalation Skills
Timeline
Order Management Coordinator
Albaad USA
12.2024 - Current
Customer Care Representative I, Claims
Reliance Matrix
09.2024 - 12.2024
Order Management Coordinator, Sales Administrative Assistant
Guy & O'Neill (formerly Albaad USA)
06.2019 - 03.2024
Consumer Care Representative
Newell Rubbermaid
10.2017 - 06.2019
Customer Service Representative, Team Lead
Alorica
02.2016 - 10.2017
High School Diploma -
Southeast Guilford High School