Latese Williams
Allen,TX
Summary
Motivated Customer Relations Professional with working knowledge of call center operations and multi-line phone systems. Adaptable and personable team player focused on providing exceptional customer service every time. Enhances customer experiences by understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to developing relationships that impact company success rate.
Overview
23
23
years of professional experience
Work History
Customer Relations Specialist (Senior Lead CSR)
Joerns Healthcare
01.2008 - Current
- Intake multiple inbound calls, emails, voicemails and process portal orders for LTAC, Acute Care, Rehab, Nursing home, and Hospice care
- Facilitate specialty projects/facility conversion requests and monitor key clients.
- Service over 200 Hospice agencies, various VA ;hospitals state to state.
- Training support for Sales Account Team, Field Service Techs and CSRs on program processes for order submission/resolutions
- Support HR dept with monitoring office safety, CPR, Earthquake and Fire policies
- Oversee 12-30 CSR's as interim supervisor.
- Manage online folders, leadership escalation folder to resolve escalated concerns addressed by coworkers or customers we service.
- Logged call information and solutions provided into internal database.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Product Manager
Creativity Inc
01.2005 - 01.2007
- Coordinate and create product development brief with specific product categories, trends, price targets and strategies
- Arrange spreadsheets with cost, item numbers, dimensions, UPC codes, customer specific information
- Research problems and suggest other recommendations during mock sample process, to meet product needs and quality before production.
- Supervised division product print ads, product packaging concepts, engineered designs, catalogs and sales sheets before final copy.
- Communicate and distribute PowerPoint product specs, and design briefs for our overseas manufacturing, sales and purchasing staff
- Managed, and tracked 4 Brand labels/2 Private label inventory for product samples, shows, and showroom display.
- Assess and address feedback from sales meetings, focus groups, as well as the national sales force assigned
- Supervise, coordinate and product team meetings to direct creative arts, purchasing department and marketing for packaging, website, print ads, and photo shoots
- Monitor marketing trends, research new products and strategies
- Maintain material resource library, fabric pricing, trims and hardware
- Organize and conduct trade shows, and design/trend seminars.
Marketing/Administrative Assistant Coordinator/Customer Service
Crop In Style, a division of Creativity Inc
01.2001 - 01.2005
- Distribute project briefs, manage marketing schedules and follow up deadlines.
- Implement PowerPoint presentation training for new/revised products with sales associates, vendors and consumers.
- Restore and replenish product samples, sales support materials for presentations.
- Coordinate marketing presentation for key accounts new and revised products
- Schedule 4 trade show events per year, equipment, booth design, advertising signage, and promotional products
- Train efficiency, troubleshooting techniques, and manage workload of 8 employees the customer service department.
- Resolve account concerns, escalated customer issues, and respond to comments.
- Review/update 50 plus term accounts of existing customers
- Maintained vendor contract and licensing expiration data.
- Monitored office supplies to order and replenish stock when necessary.
Education
Child Development / Dance Production
Los Angeles Valley College
Van NuysLiberal Arts And General Studies/Sign Language
College of The Canyons
Valencia, CAHigh School Diploma -
Hollywood High School
Hollywood, CA06.1981
Skills
- MS Suite/Adobe
- Microsoft Outlook
- Administrative Support
- Call Center Operations
- Multi-Line Phone Talent
- Issue Resolution
- Order Fulfillment
- Staff Education and Training
- Customer Satisfaction
- CRM System Proficiency
- Problem-Solving Abilities
Business Objective
Specialist in applying 22yrs of experience that elevates the business structure and improves the quality of customer service and retention. During the last 10 of 22yrs in this field, leaders and customers have expressed my ability to meet internal and external needs using effective communication and resources to resolve, follow-through and completion their overall needs. In addition, it has also been of great importance to me to collaborate creative ways to broaden brand recognition and quality service by taking time to develop knowledge about product new, old and longevity that can be shared and engage with a customer, or share with team a member to motivate overall team success. These practices have been a driving force to build success and show business unity from vendor, provider to end user.
Board Member of Divas Build Futures
Worked alongside the CEO for 10yrs as VP, Secretary and Creative Director.
We are a youth to young women empowerment program, who mentor and assist them in achieving personal and professional goals.
Languages
American Sign Language
Limited Working
Timeline
Customer Relations Specialist (Senior Lead CSR)
Joerns Healthcare
01.2008 - Current
Product Manager
Creativity Inc
01.2005 - 01.2007
Marketing/Administrative Assistant Coordinator/Customer Service
Crop In Style, a division of Creativity Inc
01.2001 - 01.2005
Child Development / Dance Production
Los Angeles Valley College
Liberal Arts And General Studies/Sign Language
College of The Canyons
High School Diploma -
Hollywood High School
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