Latoya B.
Mid-Level Customer Service Representative
Open to offersNew to PlatformAbout
Latoya B. is a proficient Customer Service Representative based in Gaborone, Botswana, with extensive experience in managing high-volume operations across customer service and sales. While working remotely for Connect Global Partners, she excelled as a representative for a US-based self-storage client. During her tenure, she converted over 180 inquiries into sales and consistently achieved 90%+ in QA and satisfaction scores by efficiently handling inbound and outbound calls, emails, and chat communications. Her expertise includes CRM & Data Management, Lead Conversion, and adept use of tools like CSRscape and CTM. Latoya has further enhanced her skill set as a Doctor Assistant Student at Mahalapye District Hospital, showcasing her strong administrative abilities by managing patient communication and precise documentation across various departments. Her comprehensive experience demonstrates her commitment to delivering exceptional customer service.
Experience
Customer Service Representative
Connect Global Partners · 2025 — 2026Converted inbound and outbound inquiries into sales for a US-based self-storage client, consistently achieving performance targets across both call types. Managed correspondence through email, chat/SMS, and appointment scheduling while ensuring accuracy in CRM records for a high-volume account. Built rapport with customers, attaining high survey ratings in recorded interactions. Anticipated customer needs through consultations, addressing issues proactively to support retention and revenue. Handled extensive inbound and outbound interactions across various functions, demonstrating adaptability. Utilized judgment and problem-solving skills to de-escalate challenging situations, maintaining customer satisfaction. Focused on QA by ensuring meticulous CRM documentation and adherence to processes.Doctor Assistant (Student)
Mahalapye District Hospital · 2023 — 2025Scheduled and coordinated patient follow-up appointments across various departments, directly communicating with patients via phone and in-person to confirm visit details and manage changes. Supported patient communication across multiple medical specialties while occasionally engaging in inbound and outbound calls. Managed timely and accurate documentation across both paper and electronic systems, often independently, demonstrating attention to detail in high-pressure settings.
Skills & Expertise
Education
- Bachelor's Degree in Doctor AssistanceDDT College of Medicine, Botswana
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