Carrie Lattimore
Summerville,SC
Summary
Experienced customer service manager with over 15 years of expertise in enhancing service delivery, improving team productivity, and resolving conflicts effectively. Skilled in strategic planning, employee training, and driving customer satisfaction. Proven track record of optimizing operational workflows and leading teams to exceed service goals. Adept at leveraging communication and problem-solving skills to meet diverse customer needs and boost loyalty.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Foot Locker Inc.
Charleston, South Carolina
03.2019 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Lead team to percent gain, managed wages per store volume with continued improvement each year.
- Advised team weekly/monthy/yearly of meeting RPA schedules, test checks and inventory documentation.
- Analyzed data for sales and wages with report creating for employee metrics to assist in daily/weekly/monthly goals.
- Adapted to high traffic times such as Christmas and back to school.
- Utilized time management to have successful daily gains on sales for the day/week/year.
- Assessed issues daily and came up with solutions that worked for all parties.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Hired and trained and motivated all new hires for store.
- Administered all facets of store operations from opening store, closing store, to refund and exchanges.
ESL Teacher
VIPKID
China , China
01.2018 - Current
- Developed and implemented lesson plans to meet the needs of English language learners.
- Provided individualized instruction to students with diverse backgrounds and abilities.
- Utilized a variety of teaching methods such as lectures, discussions, role-play activities and multimedia presentations.
Referral Management Specialist
MUSC
Charleston, South Carolina
11.2015 - 11.2016
- Provided guidance and support to management staff in developing, implementing, and evaluating policies, procedures, and strategies.
- Analyzed financial data to recommend cost-saving measures for the organization.
- Developed detailed reports on operational performance metrics and presented results to senior management team.
Pharmacy Technician
Med4Home Pharmacy
Kansas City, Missouri
04.2014 - 10.2015
- Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
- Refilled prescriptions as requested by patients.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Assisted management team in escalated calls.
Managers Advocate
Asurion
Salina, Kansas
05.2004 - 07.2006
- Assisted clients in understanding their legal rights and responsibilities.
- Provided advice to clients regarding their options for resolving disputes or issues.
- Took escalated calls from upset customers to ensure satisfaction.
- Assisted csr with questions on how to assist customers best in certain scenarios.
- Assisted managers in daily tasks for the day for the team.
Crew Trainer
Mcdonalds, PDI FOODS
Salina, KS
07.2001 - 07.2004
- Developed and implemented training programs to ensure all crew members were adequately prepared for their roles.
- Performed cashier tasks and drive thru orders.
- Prepared food as well as inventory counted refrigerated and frozen items for stock.
- Requested ordering of low items.
- Verified dates of produce and good of dates expired inventory was taken and items were discarded immediately.
Assistant Manager
Rave G&G retail
Aurora, Colorado
04.1999 - 07.2001
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
Education
Bachelor of Science -
American InterContinental University
Schaumburg, IL07-2011
Associate of Arts - Business Administration And Management
American InterContinental University
Schaumburg, IL04-2010
Skills
- Team Building and Leadership
- Continuous Improvement
- Customer satisfaction Strategies
- Employee training and development
- Conflict Resolution
Timeline
Customer Service Manager
Foot Locker Inc.
03.2019 - Current
ESL Teacher
VIPKID
01.2018 - Current
Referral Management Specialist
MUSC
11.2015 - 11.2016
Pharmacy Technician
Med4Home Pharmacy
04.2014 - 10.2015
Managers Advocate
Asurion
05.2004 - 07.2006
Crew Trainer
Mcdonalds, PDI FOODS
07.2001 - 07.2004
Assistant Manager
Rave G&G retail
04.1999 - 07.2001
Bachelor of Science -
American InterContinental University
Associate of Arts - Business Administration And Management
American InterContinental University
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