Latavia Crayton
Pickens
Summary
Seeking a Healthcare Customer Associate role with 6 years of customer service experience. Skilled in resolving inquiries, utilizing CRM tools like Salesforce, and improving service strategies. Proven ability to collaborate with teams and manage multiple priorities in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Teleperformance
02.2025 - 09.2025
- Provided comprehensive technical support, resolving customer inquiries effectively and enhancing user satisfaction.
- Maintained meticulous records and performed data entry with high accuracy, ensuring reliable documentation.
- Managed multiple priorities efficiently to meet strict deadlines, demonstrating strong organizational skills.
Customer Service Call Center Agent
Assurant
02.2022 - 02.2025
- Maintained adherence to key performance indicators, including call volume, average handle time, and first contact resolution, ensuring consistent achievement of service level agreements.
- Utilized CRM tools like Salesforce to compile and analyze customer interaction data, contributing to service improvement strategies.
- Resolved customer inquiries with a focus on efficiency and satisfaction, leveraging strong problem-solving skills and knowledge of VoIP and cloud-based technologies.
- Collaborated with cross-functional teams to deliver accurate product information, enhancing overall customer experience and supporting process optimization.
Customer Relations Representative
Evaluation Connect
04.2021 - 02.2022
- Addressed customer inquiries and resolved technical issues, ensuring timely and professional assistance across phone, email, and chat platforms.
- Educated customers on product features and benefits, enhancing user experience and product engagement.
- Diagnosed and resolved advanced technical problems involving network performance and operating system configurations, offering expert advice to optimize connectivity.
Technical Support Representative
Alorica
03.2018 - 04.2021
- Managed a high volume of inbound calls for Entergy customers, addressing inquiries and resolving issues related to utility services.
- Provided accurate information regarding billing, account status, and payment options.
- Assist customers with service requests, including starting, stopping, and transferring utility services.
- Handled escalated calls with professionalism and efficiency to ensure customer satisfaction.
Education
Bachelor of Science - Business Administration
Jackson State University
Jackson, MS07.2023
Associate of Arts - Social Work
Holmes Community College
Goodman, MS05.2023
Some College (No Degree) - Dental Assisting, Certificate
Antonelli College
Flowood, MS09-2017
Diploma -
Williams Sullivan High
Durant, MS05.2008
Skills
- Software diagnostics and operating systems
- Attention to detail
- Organizational skills
- Interpersonal communication
- Time management
- Problem sensitivity
- Customer service excellence
- Hardware repair and troubleshooting
- Data analysis
- Multitasking abilities
- Adaptability and critical thinking
- Software installation and configuration
- Customer needs assessment
- Service schedule coordination
- Telephone etiquette and CRM navigation
- Call center operations and documentation
- Computer literacy and proficiency
- Team collaboration
- Inbound call management and support
- Technical support and customer education
- Microsoft Office Suite expertise
- Clerical support and prioritization
- Help desk performance monitoring and data entry accuracy
Timeline
Technical Support Representative
Teleperformance
02.2025 - 09.2025
Customer Service Call Center Agent
Assurant
02.2022 - 02.2025
Customer Relations Representative
Evaluation Connect
04.2021 - 02.2022
Technical Support Representative
Alorica
03.2018 - 04.2021
Bachelor of Science - Business Administration
Jackson State University
Associate of Arts - Social Work
Holmes Community College
Some College (No Degree) - Dental Assisting, Certificate
Antonelli College
Diploma -
Williams Sullivan High