ToNeya Lattimore
Customer Success Associate
Savannah,GA
Summary
Experienced and proactive Customer Support Associate with strong attention to detail. Takes ownership of customer support across various channels including email, phone, and ticketing systems. Focuses on meeting all service level agreements (SLAs) and key performance indicators (KPIs). Handles wide range of inquiries, including DTC, B2B, affiliate, and international. Also responsible for managing refund requests, providing phone support, and processing sample orders. Works closely with internal teams and fulfillment partners to resolve issues, streamline processes, and deliver exceptional customer experiences.
Overview
2
2
years of professional experience
20
20
years of post-secondary education
Work History
Customer Success Associate
Green Distributors
Remote
02.2023 - Current
- Manage customer support through email, phone, and ticketing systems, ensuring all SLAs and KPIs are met.
- Provide Tier 1 support for DTC, B2B, affiliate, and international inquiries.
- Identify areas for process improvement and suggest solutions.
- Collaborate with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
- Participate in Quality & Assurance Audits.
- Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
- Act as the liaison between different teams to improve communication and workflow.
Customer Support Specialist
Teleperformance USA
11.2022 - 02.2023
- Manage a high volume of inbound calls via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Maintain thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Collaborate with cross-functional teams to address customer concerns and improve overall service quality.
- Utilize CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Handle escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Education
GED -
S. C Department of Education
Columbia, SC 08.2002 - 09.2022
Skills
Detail-oriented
Strong written & verbal communication
Proactive Problem solving
SLA & KPI
Ticketing systems
Order Management
Timeline
Customer Success Associate
Green Distributors
02.2023 - Current
Customer Support Specialist
Teleperformance USA
11.2022 - 02.2023
GED -
S. C Department of Education
08.2002 - 09.2022
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