LaTasha Robertson
Warner Robins
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
08.2022 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered prompt service to prioritize customer needs.
Driver
Houston County Board Of Education
09.2016 - 05.2022
- Checked vehicle after each shift for any damage and made sure it was properly cleaned and maintained.
- Transported clients from residences to locations.
- Logged daily mileage, gas and other data to keep management informed of field activities.
- Demonstrated professional conduct with clients and families do deliver outstanding customer service.
- Drove clients to events and programs according to activity schedule.
- Performed activities on time while maintaining regular attendance and punctuality to support scheduling and work coverage.
- Inspected vehicle before and after every trip to assess performance and maintenance requirements.
- Interacted with customers pleasantly to meet needs and drive satisfaction.
- Maintained optimal safety by adapting driving to match current traffic conditions and applying defensive strategies to avoid accidents.
- Completed pre- and post-trip safety inspections to record and report any defects and malfunctions.
Rural Carrier Associate
United States Postal Service
01.2019 - 06.2019
- Cleaned and checked over vehicle after completion of all daily deliveries.
- Obtained receipts for registered and certain insured mail.
- Routed all classes of mail in sequence of delivery along established route.
- Separated mail to be transported to relay boxes along route for subsequent delivery.
- Observed road rules, weather and road conditions and other factors to maintain safe driving record.
- Delivered mail along prescribed route and retrieved additional mail from relay boxes.
- Sold stamps and money orders to mail customers along daily route.
- Handled undeliverable mail in accordance with established procedures.
Juvenile Correctional Officer II
Macon RYDC
08.2014 - 09.2016
- Notified medical staff of inmates requiring medical attention and submitted proper incident reports.
- Handled visitation and ensured all visitors were properly identified and free of contraband.
- Assigned daily tasks and responsibilities to employees and filled out daily work logs.
- Maintained order in building and on grounds of Macon RYDC .
- Oversaw assigned court trips for jailers, maintaining security of staff and public at all times.
- Coordinated shakedowns to locate and remove unauthorized items.
- Maintained order, responded to emergencies and enforced federal and local laws.
- Monitored loading dock and recorded all activity in daily officer report.
- Detained individuals when necessary to prevent security breaches.
- Acted as first responder for medical emergencies, included incoming calls and code red situations.
- Patrolled premises regularly to maintain safety of employees and visitors.
Office Manager
First Transit
08.2013 - 08.2014
- Interviewed, on-boarded, developed and oversaw daily activities of 6 clerical and administrative office personnel.
- Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Oversaw office financial management, including AP/AR and payroll administration.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
- Completed quarterly employee performance evaluations to identify deficiencies and recommend improvement strategies.
- Greeted visitors promptly and directed to correct locations.
- Drafted internal documents and memoranda.
- Served as main point of contact for outside vendors.
- Completed billing, collections and reporting duties on daily basis.
- Managed office inventory by maintaining documentation of stock.
- Protected payroll operations and maintained employee confidence by keeping information private.
- Received, filed and processed paperwork and documents for on-boarding employees.
- Prepared reports by compiling summaries of nontaxable wages, disability, leave, deductions, taxes and earnings.
- Organized and maintained payroll information by entering data, deleting errors, calculating and collecting information.
Education
Bachelor of Science - Health Administration
University of Phoenix
7 2013
Skills
- Prioritization and time management
- Database management
- Confidentiality understanding
- Problem-solving
- Training and development
- Multitasking and prioritization
- Active listening
- Data entry
- Professional telephone demeanor
- Customer service
- Critical thinking
- Customer relations
Education and Training
other
Timeline
Customer Service Representative
Internal Revenue Service, IRS
08.2022 - Current
Rural Carrier Associate
United States Postal Service
01.2019 - 06.2019
Driver
Houston County Board Of Education
09.2016 - 05.2022
Juvenile Correctional Officer II
Macon RYDC
08.2014 - 09.2016
Office Manager
First Transit
08.2013 - 08.2014
Bachelor of Science - Health Administration
University of Phoenix
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