Laticia Copeland
Marietta
Summary
Professional in customer service and care, well-versed in addressing and resolving member concerns promptly and effectively. Known for exceptional interpersonal skills and collaborative approach to team efforts, resulting in high member satisfaction. Versatile and dependable, excelling in dynamic environments and committed to achieving outstanding results through effective communication and problem-solving.
Overview
18
18
years of professional experience
Work History
Member Care Representative
Insight Global (Georgia Power)
04.2024 - Current
- Receive, communicate, and process customer service orders in an efficient and timely manner, ensuring accuracy and customer satisfaction
- Processing new applications for electric service.
- Provision orders for reconnect and transfer of electric service
- Effectively communicate and explain available rate options
- De-escalate customer calls related to high electric bills by actively listening,providing clear explanations, and offering appropriate solution or payment options
Salon Manager
Splashed Hair Studio
12.2010 - 04.2025
- Managed the daily operations related to customer service, inventory management, and mark
- Oversaw staff by hiring and terminating, creating schedules, and tracking payroll
- Developed print advertising, social media campaigns, and networking events to deliver messages to target audience
- Set and implemented strategic goals and initiatives to align company with mission, values, and vision
- Scheduled client appointments, taking into account special requests and services needed.
- Worked to continuously increase salon business through effective sales, service, and operations policies.
Customer Service Representative
Insight Global (Columbia Sportswear)
10.2024 - 02.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Delivered exceptional service by actively listening and addressing customer needs promptly.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Account Representative
The CBE Group
05.2007 - 08.2010
- Maintain inbound and outbound calls pertain to student loans on behalf Department of Education.
- Conducted skip tracing to locate individuals responsible for outstanding balances.
- Set up payment plans to help customers bring accounts current.
- Processed payments from debtors by phone, email and online methods.
- Arranged suitable payment options after making contact with debtors.
- Ensure FDCPA and company policies met.
Education
High School -
Lake Gibson Senior High School
Lakeland, FL05.1997
Skills
- Call center experience
- Complaint handling
- Customer service
- Issue resolution
- Client education
- Problem-solving skills
- Time management
Timeline
Customer Service Representative
Insight Global (Columbia Sportswear)
10.2024 - 02.2025
Member Care Representative
Insight Global (Georgia Power)
04.2024 - Current
Salon Manager
Splashed Hair Studio
12.2010 - 04.2025
Account Representative
The CBE Group
05.2007 - 08.2010
High School -
Lake Gibson Senior High School