Janet Latini
La Vergne,TN
Summary
Dynamic leader with a proven track record at Raleys, excelling in customer service management and team motivation. Spearheaded initiatives that significantly enhanced customer satisfaction and team efficiency. Skilled in customer engagement and multitasking, adept at fostering a culture of continuous improvement and collaboration. Achieved notable increases in team performance and customer retention through innovative strategies and personalized follow-up.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Customer Service Team Leader
Raleys
10.1999 - 10.2024
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Streamlined team processes for increased efficiency and productivity.
- Led by example through consistently maintaining excellent performance standards.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Evaluated customer service staff performance and provided constructive feedback.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Continuously sought opportunities for personal growth as well as professional development opportunities for the entire team.
- Championed a culture of teamwork and collaboration within the department, resulting in higher employee morale.
- Enhanced team morale and reduced turnover by implementing regular feedback sessions and recognizing outstanding performances.
- Increased customer retention with personalized follow-up strategies, carefully addressing concerns and feedback.
- Established reward system for team members who exceeded customer service targets, motivating team and fostering culture of excellence.
- Negotiated solutions to customer complaints, balancing customer satisfaction with company policies, to maintain positive relationships.
- Streamlined response times to customer inquiries by optimizing team workflow, ensuring prompt and effective service.
- Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.
Education
Armijo High
Fairfield, CA06.1982
Skills
- Customer service excellence
- Willingness to learn
- Teamwork
- Multitasking and prioritizing
- Attention to detail
- Multitasking
- Customer satisfaction
- Team leadership
- Team building and motivation
- Customer engagement
- Customer service management
- Inventory and stocking
- Delegation and supervision
- Goal setting and achievement
- Team building
- Creativity and originality
Timeline
Customer Service Team Leader
Raleys
10.1999 - 10.2024
Armijo High