Latisha L Fleming
Powder Springs
Summary
I Have 10+ Years of customer service experience, in those 10+ years I have learned to adopt excellent listening skills, writing skills, communication skills, empathy, understanding, innovative problem solving, compromising, being passionate about my job, firm in my job, understanding my job and the importance of it, respectful, engaging with the customer and peers, intentional, confident, willing to learn, adaptable, open to constructive criticism, accountability, and personal growth.
Overview
9
9
years of professional experience
Work History
Interview Specialist 2
BLS/Titian Technology/Noor
Atlanta
09.2022 - Current
- Aggregated data from various sources to improve database integrity.
- Responded to daily inquiries within mandated deadlines.
- Created detailed documentation for routine data loading procedures.
- Administered databases, ensuring accurate and accessible information for users.
- Collaborated with teams to optimize data collection and reporting methods.
- Provided insights on data discrepancies and recommended corrective actions.
- Conducted regular audits of data entries to uphold quality standards.
- Handled customer inquiries, providing timely and accurate information.
Debt Collector
ARC Management Group
Kennesaw
02.2022 - 08.2022
- Managed customer accounts, ensuring timely debt repayment and adherence to regulations.
- Negotiated payment plans and resolved disputes with clients to facilitate collections.
- Collaborated with team members to enhance collection strategies and optimize processes.
- Utilized collection software to track account statuses and maintain detailed records.
- Educated clients on financial responsibilities and consequences of non-payment.
- Handled customer inquiries professionally, providing clear information on outstanding debts.
- Maintained confidentiality of sensitive financial information during the collection process.
- Created innovative strategies that addressed challenging collections issues, enhancing overall recovery efforts.
Loan Processor
Penny Mac Mortgage
Atlanta
01.2020 - 05.2021
- Managed loan files in accordance with company policies and regulatory guidelines.
- Reviewed loan applications for accuracy and completeness, ensuring compliance with regulatory standards.
- Streamlined loan processing procedures to improve operational efficiency.
- Monitored each loan application's progress, guaranteeing timely completion.
- Analyzed loan applications and supporting documentation to assess eligibility for approval.
- Reviewed initial client documentation for structuring and submission of loan packages.
- Delivered timely application approvals while maintaining a fast-paced processing schedule.
- Tracked and managed loan progress using loan processing software to ensure seamless workflow.
Call Center Representative
N Court
Alpharetta
01.2019 - 08.2019
- Managed customer inquiries via phone and email to deliver exceptional service.
- Resolved customer issues by providing accurate information and proactive support.
- Documented interactions in internal ticketing system to provide accurate historical reference and support future inquiries.
- Assisted customers with account management and billing inquiries, ensuring clarity.
- Handled escalated calls to ensure timely resolution and enhance customer satisfaction.
- Maintained professionalism while addressing product inquiries and service-related issues, fostering positive customer experiences.
- Updated customer accounts with current addresses and contact details in databases.
- Monitored call queues to identify and prioritize urgent customer inquiries. to prioritize urgent inquiries effectively.
Call Center Representative
Georgia Natural gas
Kennesaw
07.2017 - 08.2018
- Resolved customer issues by providing precise information and tailored support.
- Assisted customers with billing inquiries and discrepancies to ensure satisfaction.
- Addressed customer complaints regarding invoices and charges promptly.
- Explained billing policies and procedures to clients with clarity.
- Developed customized solutions for unique billing challenges during customer interactions.
- Processed payments accurately through billing software systems.
- Documented customer interactions in internal ticketing system to maintain accurate records.
- Provided guidance to customers regarding product usage and benefits. about available discounts, promotions, or special offers.
Education
High School Diploma -
West Coast High School
Bethlehem, PA06-2008
Skills
- Database management
- CRM software proficiency
- Documentation compliance
- Customer relationship management
- Data entry
- Payment processing
- Call handling
- Call monitoring
- Team collaboration and conflict resolution
- Time management and problem resolution
- Active listening
- Typing and written communication skills
- Telephone etiquette
- Client empathy
Timeline
Interview Specialist 2
BLS/Titian Technology/Noor
09.2022 - Current
Debt Collector
ARC Management Group
02.2022 - 08.2022
Loan Processor
Penny Mac Mortgage
01.2020 - 05.2021
Call Center Representative
N Court
01.2019 - 08.2019
Call Center Representative
Georgia Natural gas
07.2017 - 08.2018
High School Diploma -
West Coast High School