LATONYA THOMPSON
Montego Bay,Jamaica
Summary
Highly skilled Customer support and Technical Representative over 5 years of experience. Honed my abilities in delivering exceptional Customer service and technical solutions in numerous fast-paced industries. Adept in enhancing customer experience by maintaining a customer-first approach with proven ability to effectively convey technical concepts to diverse audiences, ensuring customer satisfaction and loyalty. Highly skilled in utilizing ticketing systems and a vast knowledge or various CRM tools. I am a dedicated and results-driven professional who is committed to upholding company standards and exceeding performance metrics while fostering positive customer experiences
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Community Phone
10.2024 - Current
- Delivered exceptional customer service to landline users by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided tier 2 technical support by diagnosing software, hardware, or network related issues.
- Communicated technical details effectively between customers and higher-level support teams.
- Made system or software configurations changes when necessary.
- Updating resolutions in a ticketing system (hubspot) for future references
Order Entry Representative
Gig Cx Marketplace (Franchisees First- Pizza Hut)
06.2024 - 08.2024
- Processed over 100 orders daily, in a timely and professional manner and entered them into the system correctly
- Assisted with billing inquiries
- Resolved issues with orders, such as missing items, incorrect orders, or delivery issues
- Handled customer inquiries, complaints, and concerns about Pizza Hut products and services
- Remote
Customer Service Representative
DIRECTV Stream (contract)
11.2023 - 05.2024
- Handled more than 70 customer inquiries and concerns via phone. chat and email
- Upselling/cross-selling DIRECTV stream and Satellite products
- Provided product information and recommendations
- Resolved technical issues with DIRECTV stream services, such as troubleshooting equipment malfunctions
- Provided customized solutions to aid in retention
- Processed outbound calls to follow up with customers to ensure customer’s needs are met with utmost satisfaction
- Maintained a high level of professionalism when handling customer requests and complaints
Email and Phone Customer Service Specialist
The Globe and Mail (contract)
11.2021 - 06.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Follow up with customers via email, phone and chat to effectively resolve concerns
- Resolved concerns with products or services to help with retention and drive sales
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Customer Service Representative
Government Payment services
07.2021 - 04.2022
- Handled 50+ customer inquiries and suggestions courteously and professionally
- Answered a constant flow of customer calls with minimal wait times
- Handled inquiries by phone related to Government health care and welfare benefits
- Updated account information to maintain customer records
Customer Care Associate
Delta Airlines (contract)
08.2020 - 05.2021
- Managed extremely high volumes of incoming calls ( 100+)
- Assisted customers with reservation details and navigated the company website
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements
- Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback
Education
High School Diploma - Caribbean Examination Council passes
William Knibb Memorial High School
Falmouth, Trelawny05.2019
Skills
- Chargebee
- Hubspot
- Sales force
- Microsoft and goggle suit applications
- Multitasking
- Time management
- Interpersonal communications
- Active listening
- Excellent communication
- Managing high volume of incoming calls
- Attention to details
- Probing
- Resilience
- Sales and retention
- Excellent Written and Oral Communication
- Problem solving
Timeline
Customer Support Specialist
Community Phone
10.2024 - Current
Order Entry Representative
Gig Cx Marketplace (Franchisees First- Pizza Hut)
06.2024 - 08.2024
Customer Service Representative
DIRECTV Stream (contract)
11.2023 - 05.2024
Email and Phone Customer Service Specialist
The Globe and Mail (contract)
11.2021 - 06.2023
Customer Service Representative
Government Payment services
07.2021 - 04.2022
Customer Care Associate
Delta Airlines (contract)
08.2020 - 05.2021
High School Diploma - Caribbean Examination Council passes
William Knibb Memorial High School
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