Lativia King
@lativiaking
I resolve high-volume billing and account issues to improve customer experience.
ZimbabweWhat I'm looking for
I've supported customers at Easylift Moving Co, IC Solutions, and Wawa, resolving high-volume billing, account, and service inquiries while improving the customer experience.
At Easylift Moving Co, I handle 50+ inbound inquiries per shift through Zendesk, process refunds and billing adjustments in CRM, and escalate complex issues to technical support. I also compile weekly customer feedback and monitor queue metrics to help reduce peak hold times.
At IC Solutions, I resolved 60+ daily phone and email inquiries, restored account access, investigated billing disputes, audited payment logs, and coordinated with fraud and engineering teams. I also mentored peers on de-escalation techniques and drafted compliant responses for complex policy questions.
My retail experience at Wawa strengthened my customer service, POS, cash-handling, inventory, reconciliation, and new-hire training skills. I bring analytical problem-solving, active listening, and team collaboration to work that supports retention and service improvements.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
Easylift Moving Co
Aug 2025 - Present (1 year)
Handles incoming calls, verifies customer information and appointments, and follows up on inquiries. Resolved an average of 50+ inbound customer inquiries per shift using Zendesk, escalated complex issues, processed refunds, and compiled feedback reports.
Greeted customers, operated POS terminals, restocked merchandise, and trained new hires on cash procedures and customer service. Performed end-of-day sales reconciliation.
Customer Service Representative
IC Solutions
May 2024 - Feb 2025 (9 months)
Resolved 60+ inbound customer inquiries per day via phone and email, documented issues in Zendesk, reconciled transactions, and provided product guidance. Mentored peers on de-escalation techniques.
Education
Degrees, certifications, and relevant coursework
Tampa Bay Technical High School
High School Diploma, General Studies
2011 - 2014
Completed high school diploma with a focus on general studies.
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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