Barbara Latham
Brooklyn Park,MN
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
2027
2027
years of professional experience
Work History
Front Desk
First Call Hospitality/Home 2 Suites
2025 - Current
- Managed guest check-in and check-out processes efficiently, ensuring a seamless experience.
- Provided exceptional customer service, resolving guest inquiries and complaints promptly.
- Coordinated room assignments and maintained accurate guest records using hotel management software.
- Collaborated with housekeeping to ensure timely room availability and cleanliness standards were met.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Front Desk Agent
Chambers Hotel
Minneapolis, MN
10.2024 - 05.2025
- Managed guest check-in and check-out processes efficiently, ensuring a seamless experience.
- Provided exceptional customer service, resolving guest inquiries and complaints promptly.
- Coordinated room assignments and maintained accurate guest records using hotel management software.
- Trained new front desk staff on procedures and customer service standards to enhance team performance.
- Collaborated with housekeeping to ensure timely room availability and cleanliness standards were met.
- Implemented strategies to improve front desk operations, increasing overall guest satisfaction scores.
Team Leader (Target) – Gift Card Services/Market Place
ROSE International
10.2022 - 01.2024
- Played a crucial role in managing and guiding customer service representatives to deliver exceptional support to Target Guests.
- Oversaw daily operations, monitoring team performance and fostering a positive and collaborative work environment.
- Led a team of customer service representatives within the Call Center, ensuring they provide excellent service to retail guests.
- Monitored team performance, including call quality, response times, and issue resolution, and provided regular feedback to team members.
- Coached and mentored team members to enhance their customer service skills, product knowledge, and problem-solving abilities.
- Handled escalated customer inquiries and complaints, ensuring they were resolved efficiently and to the customer's satisfaction.
- Prepared and analyzed performance reports, identifying trends and opportunities for continuous improvement.
- Foster a positive team culture that encourages open communication, collaboration, and a solid commitment to customer service excellence.
Team Manager/Trainer
TTEC – Work at Home – Bank of America Prepaid Fraud
01.2019 - 01.2022
- Supervised all aspects of the Lead Team. Worked in a fast-paced environment containing multiple call center queues.
- Trained the Fraud Team responsible for taking inbound calls from clients who needed assistance managing their unemployment debit cards. This included recognizing and handling potential fraud concerns.
- Trained agents on technology applications such as Case Management, Phone telephony, etc.
- Utilized team building, continuous coaching, and mentoring to improve attrition. Maintained reliability and reduced absenteeism, exceeding the goal of 95%. Staff of 18 – 25 CSR.
- Conducted monthly 1:1 meetings and call listening sessions with call center representatives.
Supervisor, Customer Contact Center - Lead Team Manager
TCF Financial Corporation
01.2010 - 01.2018
- Supervised all aspects of the Lead Team. Worked in a fast-paced environment containing multiple call center queues.
- Handled all escalated and complex calls for customer resolution submitted by the Lead Team.
- Monitored staff calls for quality assurance purposes.
- Implemented call center policies, operations, and performance standards and ensured they were understood and followed by the Lead Consultants.
- Performed statistical analysis for each Lead Consultant’s performance, providing coaching to ensure adherence to their goals and expectations.
- Devised and implemented numerous process improvements to enhance effectiveness, efficiency and productivity.
- Directed, mentored, and coached call center agents to consistently meet or exceed goals.
- Acted as the point-of-final-call escalation to formulate resolutions to complex customer complaints.
- Successfully increased employee retention by 35% in less than 18 months.
- Prepared and reviewed daily, weekly, and monthly call center reports; delivered results to management.
Education
MSM - Organizational Leadership
Cardinal Stritch University
Minneapolis, MN06-2006
BSM - Leadership & Management
Cardinal Stritch University
06-2003
Skills
- Call Center Supervision – Remote and on-site
- Team Building & Training
- Communications
- Performance Management
- Customer Advocate
- Results Oriented
- Hospitality services
- Guest services
- Problem-solving skills
Timeline
Front Desk Agent
Chambers Hotel
10.2024 - 05.2025
Team Leader (Target) – Gift Card Services/Market Place
ROSE International
10.2022 - 01.2024
Team Manager/Trainer
TTEC – Work at Home – Bank of America Prepaid Fraud
01.2019 - 01.2022
Supervisor, Customer Contact Center - Lead Team Manager
TCF Financial Corporation
01.2010 - 01.2018
Front Desk
First Call Hospitality/Home 2 Suites
2025 - Current
MSM - Organizational Leadership
Cardinal Stritch University
BSM - Leadership & Management
Cardinal Stritch University