Lateisha Williams
Toronto,ON
Summary
Enthusiastic and Results-driven Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Dedicated to creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, coaching and mentoring associates with talent for interacting with staff at all levels of organization and public.
Overview
16
16
years of professional experience
Work History
Quality Assurance Specialist
Capital One
07.2019 - 09.2023
- Performed routine audits and quality assurance reviews to test operational processes, then presented findings to Senior level management
- Utilized customer service systems such as Amazon Connect, Sage, Workday
- Monitored day to day customer service calls and live chat transcripts to evaluate for empathy, compliance and procedural accuracy, first call resolution
- Handled confidential customer sensitive information with discretion
- Identified quality problems such as agent or site trends and recommended solutions
- Trained and mentored new quality assurance specialists on quality assurance processes and procedures, monitored progress monthly
Customer Service Representative
Capital One
07.2015 - 08.2019
- Maintained a high level of professionalism and tact when dealing with upset customers
- Provided exceptional customer service to ensure customer satisfaction via phone and social media channels by active listening
- Top 3 quality scores month to month
- Responded to customer inquiries via social platforms such as Facebook and Twitter, owned the matter throughout until a resolution was provided.
- 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.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Talent Acquisition Coordinator
The Home Depot Distribution Center
08.2014 - 06.2015
- Facilitated phone interviews and scheduled in person interviews and follow-ups
- Monitored company mailbox hourly for candidate replies and meeting acceptance
- Reviewed resumes against company needs to identifying great candidates.
- Facilitated a smooth onboarding process for new hires by collaborating with HR partners to prepare necessary paperwork and orientation materials.
Human Resources Intern
VHA Home Healthcare
05.2014 - 08.2014
- Lead Workplace Health and Safety training workshops
- Conducted Phone Interviews, piloted in-person interviews and completed follow-up communication
- Initiated pre- employment testing such as background checks
- Regularly updated employee data in employee tracking system
- Maintained confidential records of personnel information in accordance with company guidelines
- Provided administrative support to the Human Resources department including filing, data entry, and record keeping
- Processed data and paperwork for new hires, employee changes, and I-9 verifications
- Organized recruitment events and assisted with candidate interviews
- Participated in team meetings to provide input on process improvements within the department
- Created employee offer letters.
Guest Services Representative
Centennial College Student Association
09.2013 - 04.2014
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated ability to handle confidential information with discretion
- Demonstrated ability to multi-task while handling large volumes of information such as customer account details, problem, call noteable to close off with lowest after call time in call centre
- Developped strong customer relationships and loyalty through effective communication
- Focus on first call resolution to satisfy customer needs and company resources
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone, email and social channel inquiries and complaints following standard operating procedures
- Greeted customers respectfully, developped rapport with customer base and built lasting relationships
- Met daily customer service quotas with a focus on quality
- Demonstrated empathy when handling customer sensitive issues while still maintaining company values.
Customer Service Representative
Pizza Nova Call Centre
10.2008 - 08.2013
- Utilized multi-screen computer systems to accurately process orders, maintain records, and generate reports
- Greeted students and faculty and assisted with needs such as benefits questions, program scheduling, facility tours.
Customer Service Representative
Rogers Centre
03.2008 - 04.2009
- Completed administrative tasks such as printing, faxing, scanning documents, creating and maintaining event schedules, data entry
- Developed positive relationships with customers through friendly interactions
- Placed customer orders quickly and accurately during prime time hours (school Pizza Days, holidays, late night weekends)
- Resolved customer complaints successfully while maintaining company values
- Strong attention to detail when placing customer orders to ensure correct toppings were on the order.
Education
Certified Personal Trainer -
NASM
CPR/AED C -
Canadian Red Cross
Diploma in Human Resources Management -
Centennial College
04.2014
Skills
- Communications and Customer Service
- Personality Flexing
- Organizational
- Conflict Resolution
- Ability to convert prospects into long term customers
- Attention to detail
- Multi-tasking
Languages
English
Native or Bilingual
French
Limited Working
References
References available upon request
Timeline
Quality Assurance Specialist
Capital One
07.2019 - 09.2023
Customer Service Representative
Capital One
07.2015 - 08.2019
Talent Acquisition Coordinator
The Home Depot Distribution Center
08.2014 - 06.2015
Human Resources Intern
VHA Home Healthcare
05.2014 - 08.2014
Guest Services Representative
Centennial College Student Association
09.2013 - 04.2014
Customer Service Representative
Pizza Nova Call Centre
10.2008 - 08.2013
Customer Service Representative
Rogers Centre
03.2008 - 04.2009
Certified Personal Trainer -
NASM
CPR/AED C -
Canadian Red Cross
Diploma in Human Resources Management -
Centennial College
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