LaTrece Stokes
Fayetteville
Summary
PROFESSIONAL Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results- oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Personal Banker
U.S. Bank
02.2022 - Current
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
- Managed electronic deposits, and wire transfers to process smooth banking transactions for clients.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Enhanced digital banking adoption among clients with targeted education initiatives.
- Greeted customers and delivered information about new account processes.
- Collected customer information and completed new account forms.
- Explained account terms and conditions to customers.
- Maintained customer records and updated account information.
Technical support
Conduent
01.2019 - 11.2022
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Managed high levels of call flow and responded to technical support needs of customers
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Maintained high tech support standards for quality and productivity metrics
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Identified and solved technical issues using variety of diagnostic tools
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Increased customer satisfaction by providing expert technical support and addressing concerns promptly.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Used ticketing systems to manage and process support actions and requests.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
CUSTOMER SERVICE REPRESENTATIVE
Sykes Inc
02.2017 - 01.2019
- Described product and services to customers, thoroughly explaining details and care of merchandise
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Provided elevated customer experience to generate loyal clientèle.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Developed strong rapport with customers and created positive impression of business.
- Built customer loyalty and retention by delivering excellent shopping experiences.
CUSTOMER SERVICE REPRESENTATIVE
AT&T Center
03.2013 - 02.2017
- Investigated and resolved customer inquiries and complaints quickly
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
- Entered information about interactions with customers using iLog to track requests, document problems and record solutions offered.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Provided first-rate service to all customers and potential customers.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Exceeded sales targets by consistently meeting and surpassing monthly quotas.
Education
High School Diploma -
Pine Forest High School
Fayetteville, NCSkills
- Data entry
- Customer service expert
- Technical issues analysis
- Software diagnosis
- Customer Service
- Relationship Building
- Customer Satisfaction
- Positive Attitude
- Sales expertise
- Attention to Detail
- Banking Policies and Procedures
- Issues Resolution
- Active Listening
Timeline
Personal Banker
U.S. Bank
02.2022 - Current
Technical support
Conduent
01.2019 - 11.2022
CUSTOMER SERVICE REPRESENTATIVE
Sykes Inc
02.2017 - 01.2019
CUSTOMER SERVICE REPRESENTATIVE
AT&T Center
03.2013 - 02.2017
High School Diploma -
Pine Forest High School
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