Carla Lattin
Vista,CA
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Grand Pacific Resorts / Advanced Financial Company
Carlsbad, CA
10.2000 - 10.2025
- Led customer service team to enhance client satisfaction and retention rates.
- Developed and implemented training programs for staff, improving service delivery consistency.
- Established performance metrics to measure team effectiveness and support strategic goals.
- Managed conflict resolution efforts, ensuring timely and satisfactory outcomes for clients.
Collections Manager
Grand Pacific Resorts / Advanced Finanacial Company
Carlsbad, CA
10.2000 - 10.2025
- Led collections strategy to improve cash flow and reduce outstanding debts.
- Developed training programs for team members on collections best practices and compliance.
- Analyzed data trends to identify areas for improvement in collection processes.
- Designed communication templates for effective customer engagement during collection efforts.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Oversaw daily posting of payments to customer accounts.
Education
No Degree - Business
Palomar College
San Marcos, CASkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Handling escalations
- Account management
- Call center management
Timeline
Customer Service Manager
Grand Pacific Resorts / Advanced Financial Company
10.2000 - 10.2025
Collections Manager
Grand Pacific Resorts / Advanced Finanacial Company
10.2000 - 10.2025
No Degree - Business
Palomar College