Ladrina Barnes
Phoenix,AZ
Summary
Supported customers in telecommunications, nonprofit services, transportation, and logistics environments for over seven years. Assisted in resolving high-volume inbound calls and addressing complex customer concerns effectively. Maintained confidentiality and compliance standards while providing clear solutions during initial interactions.
Managed high-volume inbound interactions with professionalism and empathy. Supported customer needs through attention to detail in call-center and service environments. Assisted in maintaining compliance with confidentiality and data-protection requirements.
Founded and managed operations at Safe Hands Transport LLC, a service-based transportation company prioritizing reliability, communication, and trust.
Founded and directed Dawn of Elysian, a community initiative dedicated to structured support, intake coordination, and resource navigation for individuals facing significant life challenges.
Demonstrated composure under pressure, effectively communicating with diverse populations to deliver solutions that minimize escalation and enhance outcomes.
Exhibited a grounded professional presence in diverse environments by integrating strong interpersonal skills with operational discipline.
Overview
2026
2026
years of professional experience
Work History
Customer Service Representative
We Are Here Non-Profit
Los Angeles, CA
04.2017 - 2025
- Managed high-volume customer support operations through phone, email, and chat channels.
- Addressed sensitive and emotionally charged concerns through active listening and de-escalation techniques.
- Executed root-cause analysis to identify and resolve issues effectively.
- Oversaw meticulous CRM documentation while upholding confidentiality and ethical standards in information management.
- Facilitated training and mentorship for new hires on service standards and communication best practices.
Road Supervisor / Customer & Operations Support
Keolis Transit America
Mesa, AZ
2023 - 2025
- Resolved passenger concerns by implementing effective de-escalation techniques to ensure service continuity.
- Provided availability for interview scheduling upon request.
Founder & Operations Manager
Safe Hands Transport LLC
Mesa, AZ
01.2024 - Current
- Achieved high client satisfaction by resolving service disruptions and implementing corrective actions to prevent future issues. Maintained accurate service records, invoices, and compliance documentation with a focus on confidentiality. Enhanced customer experience by applying first-contact resolution principles and maintaining consistent communication regarding service status and outcomes.
Founder & Program Director
Dawn of Elysian
Mesa, AZ
01.2024 - Current
- Directed mission-driven initiatives to support individuals in high-stress situations through effective communication and structured intake processes. Oversaw a community-based support initiative that enhanced client coordination and resource navigation. Served as the main point of contact for inquiries and follow-ups, promoting professional and timely communication. Managed sensitive information with a focus on confidentiality and compliance standards. Applied advanced listening and de-escalation skills to assist individuals in high-stress scenarios. Coordinated schedules and referrals to ensure seamless service communication. Established structured workflows that improved clarity and first-contact resolution rates.
Customer Service Representative
Consumer Cellular
Tempe, AZ
07.2025 - Current
- Assisted customers with high-volume inbound calls regarding billing inquiries, service changes, device support, and cancellations. Helped resolve issues efficiently to enhance customer satisfaction. Provided support for service upgrades and cancellations as needed.
- Addressed concerns of dissatisfied customers with empathy and professionalism to enhance customer experience.
- Diagnosed customer concerns promptly and delivered precise, suitable solutions.
- Executed simultaneous navigation of multiple systems while ensuring precise documentation.
- Achieved performance standards for call volume, quality assurance, customer satisfaction, and schedule adherence.
- Enforced strict adherence to CPNI, PCI, and data privacy regulations.
Education
High School Diploma -
David Starr Jordan
Long Beach, CA06.2004
Skills
Nurtured positive relationships through proactive and empathetic communication techniques
Facilitated resolution of conflicts through active listening and mediation techniques Supported team members in navigating challenging interactions to foster a collaborative environment Assisted in de-escalating tense situations to maintain productivity and morale
Managed high-volume call handling operations to ensure efficient customer service delivery
Executed root-cause analysis to identify and resolve underlying issues
Facilitated first-contact resolution to enhance customer satisfaction and streamline support processes
Assisted teams in navigating CRM systems and multiple platforms effectively Supported users in troubleshooting system issues to enhance workflow efficiency Facilitated training sessions to improve user proficiency in CRM tools
Supported quality assurance processes to enhance product reliability and performance metrics Collaborated with teams to identify areas for improvement and implement corrective actions Assisted in monitoring performance metrics to ensure compliance with standards
Assisted in maintaining compliance with CPni and PCI standards Supported teams in implementing security measures to protect sensitive data Contributed to audits and assessments to ensure adherence to regulatory requirements
Leveraged MS Office Suite to enhance document creation and data analysis processes
Facilitated professional and empathetic communication to foster positive relationships
Timeline
Customer Service Representative
Consumer Cellular
07.2025 - Current
Founder & Operations Manager
Safe Hands Transport LLC
01.2024 - Current
Founder & Program Director
Dawn of Elysian
01.2024 - Current
Customer Service Representative
We Are Here Non-Profit
04.2017 - 2025
Road Supervisor / Customer & Operations Support
Keolis Transit America
2023 - 2025
High School Diploma -
David Starr Jordan