Latrice Dangerfield

155 Stillwater
Horseheads, NY 14845
Cell: 313-600-5346
latricedangerfield@yahoo.com
Career Snapshot

Twenty one years of commended performance in customer service and

call center experience...

Expert in customer care/communication, problem solving,

relationship building and user training and support.
Awards

Top gross Award, Won weekend getaway Hyatt Regency

Two time Employee of the Month,

Six Service Star Awards, 1991 to 2010

Computer Skills
Word, Excel, PowerPoint,
Mission Statement
Strive to exceed customer/ employer expectations by delivering second-tonone service. Maintain customer centricity in all initiatives and
interactions, always putting the customer first.
Customer
Service & Support Specialist
Offering an award-winning track record of customer care excellence that
include
Call Centers Collections Customer Service
Key Skills

World-Class Customer Service

Troubleshooting/ Problem Solving

Up-Selling/Sales Support

Customer Order Fulfillment

Call Center Operations

Complaint Handling
Work Experience
STATE OF MICHIGAN
West Bloomfield, MI
State Worker, 8/ 2013
USPS
Oxford, MI
Rural Route Carrier, 6/2013 to 8/2013
FITNESS USA
West Bloomfield, MI
Collection Manager, Call Center Manager, Call
Center Supervisor, Call Center/Customer Service Rep, 4/1990 to 2/2012
Performance and Duties
Reservation Representative - notified winners of spa memberships and
arranged their appointments to the nearest spa. Areas that I called were
California (Spanish dialogue), Flint/ Lansing, and Detroit. Quota was 40
appointments per day. My average was 70 appointments per day (5 per hour).
I ranked in the top ten as a producer for the first 10 weeks of my tenure
at Fitness USA health Spa. My highest commission as Reservation
Representative was $1000.00.
Supervisor - Assigned a low producing area and increased gross from 20% to
50% within a month. Kept track of all areas quotas on a daily basis. Track,

distribute, and tally all leads issued by Independent Contractors,

Reservation Representive, and Fitness Spa employees using mail delivery and
facsimile. Handled employee timesheets and schedules. I also oversaw the
spas Renewal Dues and Data Entry department. Generated productions
reports and assist with basic office duties.
Manager - My staff consist of approximately 50 Reservation Representatives.
I was in charge of training and motivating my staff, monitoring work and
quota performance, conducting quarter performance evaluations, attaining
and maintaining department goals implanting policies and procedures,
facilitate meetings, interview, hired, and terminated employees.
Customer Service - took inbound calls using multiple phone lines regarding
renewing and canceling memberships and handled any disputes customers may
have had, using the Linux program.
Collections Manager Called past due Personal Trainer accounts,
collected and setup payment plans. Processed payments using Visa,
MasterCard, Discover, American Express and check by phone. Faxed, mailed,
e-mailed past due notices.
Education
OAKLAND COMMUNITY COLLEGE Farmington Hills, MI
Reference upon Request