Summary
Overview
Work History
Education
Skills
Timeline
Generic

Latresa Bailey

Albany

Summary

Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Foundever (WAH)
02.2025 - 04.2025
  • Researched complex tax issues using online databases.
  • Assisted with audits by providing requested documents and answering questions from auditors.
  • Provided guidance on how to maximize deductions when filing taxes.
  • Handled customer complaints and inquiries in a courteous and efficient manner.

Customer Service Associate

Cognizant (WAH)
01.2023 - 12.2024
  • Communicated with customers to provide updates on order status.
  • Processed customer orders, invoices, and returns in a timely manner.
  • Maintained detailed records of all orders dispatched.
  • Managed order processing and dispatch functions by utilizing various software applications.

Customer Service Chat Representative

Sagility (WAH)
01.2019 - 03.2024
  • Excelled in providing top-notch customer service, resolving 95% of issues on first contact, enhancing customer satisfaction and loyalty.
  • Assisted customers via chat and phone helping them with any questions or concerns about their taxes.
  • Answered 100 calls per day to help customers with their questions and concerns.

Customer Service Representative

AAA (WAH)
06.2021 - 04.2022
  • Answered 100 calls per day to help customers with their questions and concerns.
  • Assisted customers with roadside requests.
  • Investigated and resolved customer inquiries and complaints quickly.

Technical Support

Plumchoice (WAH)
06.2019 - 04.2022
  • Resolved complex technical issues for GE smart appliances, enhancing customer satisfaction and reducing downtime.
  • Worked with cross-functional teams to diagnose and fix smart house system errors, improving overall system reliability.
  • Achieved a 95% first-call resolution rate in troubleshooting smart locks and thermostats, significantly boosting customer retention.

Technical Support

Transcom (WAH)
03.2018 - 01.2019
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
  • Research required information using available resources.

Customer Service Specialist

GEICO
10.2015 - 04.2017
  • Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Determined Charges for services requested.
  • Collect deposits or payments or arrange for billing.

Chat Specialist

Teleperformance
01.2012 - 08.2015
  • Negotiated and resolved escalated customer issues, maintaining a 95% satisfaction rate.
  • Utilized active listening skills to understand customer needs and recommend appropriate solutions.
  • Troubleshoot software and system problems.
  • Exercise retention efforts when appropriate.
  • Work with confidential customer information.

General Manager

Wendy's
01.2006 - 01.2012
  • Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Determine Charges for services requested.
  • Collect deposits or payments or arrange for billing.
  • Responsible for all customer inquiries.
  • Provide excellent customer service.
  • Troubleshoot software and system problems.
  • Exercise retention efforts when appropriate.
  • Fields calls and/or web-based service requests from customers/clients.
  • Work with confidential customer information.
  • Monitor compliance with health and fire regulations regarding food preparation and serving and building maintenance in lodging and dining facilities.
  • Count money and make bank deposits.
  • Investigate and resolve complaints regarding food quality, service, or accommodations.
  • Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity.
  • Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.

Education

Associate's in Business Management -

American Intercontinental University
02.2022

High School Diploma - undefined

Westover High School
05.2005

Skills

  • Problem-solving
  • Adaptable to Change
  • Adaptability
  • Communication
  • Time management
  • Leadership
  • Multi-Tasking
  • Teamwork
  • Customer Service
  • Computer proficiency

Timeline

Customer Service Representative

Foundever (WAH)
02.2025 - 04.2025

Customer Service Associate

Cognizant (WAH)
01.2023 - 12.2024

Customer Service Representative

AAA (WAH)
06.2021 - 04.2022

Technical Support

Plumchoice (WAH)
06.2019 - 04.2022

Customer Service Chat Representative

Sagility (WAH)
01.2019 - 03.2024

Technical Support

Transcom (WAH)
03.2018 - 01.2019

Customer Service Specialist

GEICO
10.2015 - 04.2017

Chat Specialist

Teleperformance
01.2012 - 08.2015

General Manager

Wendy's
01.2006 - 01.2012

High School Diploma - undefined

Westover High School

Associate's in Business Management -

American Intercontinental University

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Latresa Bailey