Latavia Tomlin

LATAVIA TOMLIN Customer Service Expert 7+ years of experience in Fintech, Technology, Health Insurance, Gaming and E-Commerce customer experience delivery and Sales. Having grown and excelled in different BPO’ s and Call Centers both locally and internationally Remote. EDUCATION VTDI - Diploma, 2014- Incomplete Garvey Maceo - General Associate's Degree - 2012 SKILLS and COMPETENCIES PROFESSIONAL EXPERIENCE Cxstomer LLC (July 2021 - December 2023) REMOTE INTERNATIONAL ● Team Lead: Manage, coach, inspire, and keep abreast of new updates so that agents are always equipped to handle their jobs and meet KPIs. ● Quality Assurance Analyst: Analyzed, coached, and mentored up to 30 agents while updating work tools, conducting meetings, and participating in onboarding as a Senior Analyst. Utilized Google Docs, Sheets, and Meets to do work while using Maestro. ● Chat/Email Agent: Provided product details, assisted with minor troubleshooting, updated accounts, and escalated where needed in a Fintech company. Excellent communication and interpersonal skills including the ability to work individually or in a team. ● Competent computer skills, with the ability to utilize a The Office Guru (June 2021 - July 2021) HYBRID wide range of applications ● Voice Customer Service Representative: Provided technical and service including Microsoft Suite, support for household hardware, such as HVAC systems, garages, Google Docs, and web search/ dishwashers, ovens, washing machines, etc., and called out for technicians to internet-related tasks. help with maintenance or repairs of these items for a Home Warranty ● Time management and critical company. thinking. ● Social Media Networking Conduent Portmore (October 2018 - May 2021) HYBRID ● BPO and Call Center ● Voice Customer Experience Specialist: ● CRM Guided customers on steps to take in getting additional benefits and ● Zendesk coverage for HCPR, and documented and analyzed all processes by Quality ● Intercom that were always met. ● Avaya Voice Customer Service Expert: ● ● Slack Provided billing and tracking for deliveries of medications, and met or ● Zoom surpassed KPIs. ● Salesforce ● Chat T1 Chat Agent for E-commerce: Provided profile maintenance, shopping troubleshooting, and navigation for REFERENCE Instacart shoppers. Available upon request. ● - Jamaica.Portmore - https://www.linkedin.com/in/latavia-to mlin-/ Sutherland Global Services (October 2015 - September 2018) LOCAL ● Customer Service Consultant for Microsoft Accounts and Billing: Provided chat consultancy with some voice interactions for Microsoft Corporation with responsibilities for each interaction with a customer's query on Billing, Account, and performing basic technical support as well as ● ● Up-Selling. Managed each customer's reported incident or issue for a quick resolution or escalations/ transfers based on contact. Followed up with customers and maintained the confidentiality of customers' Personal Identification Information. Educated customers on products in Microsoft Office suites. Customer Service Representative for Shutterfly: Provided voice consultancy and Sales services. Provided basic technical support for customers on internet navigation, and photo book creation, and was responsible for each customer's case handling, all while documenting the interaction, and finding solutions using numerous tools. Marsha One Stop Grocery Place (August 2013 - August 2014) LOCAL ● Sales and Cashier Clerk: Performed records/stock keeping, cashiering, and served customers.