Latoya Angus

LA L ATOYA A N G U S --Spanish Town, Saint Catherine PROFESSIONAL SUMMARY Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution. Always aiming to deliver tailored support, maintaining positive customer relationships and collaborating with cross functional teams to ensure seamless service delivery. WORK EXPERIENCE Sr. Customer Service Representative, Conduent Call Center, Mar 2015 ‐ Dec 2022, Portmore, St. Catherine Company Overview: Formally E services Updating customer personal and business accounts information Identify, up sell and referral of loans for personal and business customers Aiding customers with account opening and closing request Processing stop order requests for debit/credits cards and personal /business cheques Logging all complaints and providing escalations when necessary Advising the techniques required to gain access to online and mobile banking, debit card activation and aiding with loan applications Providing coaching sections for new employees Oversaw the management of customer service databases, ensuring accuracy, privacy, and compliance with data protection regulations. Negotiated solutions in high-pressure situations, maintaining professionalism and calm to prevent escalation. Managed inbound customer service calls, quickly identifying issues and providing prompt resolutions to enhance satisfaction. Company Secretary, ASB Construction Company Limited, Mar 2013 ‐ Dec 2013, Kingston, Kingston And St. Andrew Data entry and document filing Performing payroll duties Preparation and distribution of invoices, equipment documents and contracts Disbursement of petty cash Preparation of tender documents for contractual bids Providing customer service to all existing and potential clients of ASB Construction Company Limited Performing client relations duties and also participating in the contractual bidding process while the company CEO/Manager is unavailable Answered inbound telephone calls promptly, directing clients, vendors and general queries to relevant teams. Maintained organised filing system documenting business operations. Processed and distributed incoming correspondence to relevant staff, facilitating team communication. Receptionist Assistant/Head Cashier, B.G.J. Institute, Aug 2011 ‐ Oct 2011, Kingston, Kingston And St. Andrew Performing sales of food, beverages and stationaries Providing customer service to all clients Assisting in student queries and complaint resolutions Surveyor/Data Collections Officer, National Water Commission, May 2011 ‐ Jul 2011, Kingston, Kingston And St. Andrew Performing statistical survey checks in urban and rural zones Performing quality checks on supply and connections to customers Customer education and dispute resolution advice on products and services of the Nation Water Commission EDUCATION High School Diploma Jun 2011 Portmore Community College ‐ Portmore , 14 Physics, Social Studies High School Diploma Jun 2009 Donald Quarrie High School ‐ Kingston And St Andrew Human and Social Biology, English Language SKILLS Conflict resolution Customer relations Computer literacy Active listening CRM Telephone etiquette Data Entry HOBBIES Doing puzzles and listening listing to to music. music