Latanya Hearn
Louisville,KY
Summary
With a proven track record at Jefferson County Public School District, I excel in behavior management and emergency response, enhancing student safety and discipline. Professional with strong experience in observation and reporting, prepared for this role. Skilled in maintaining safety, enforcing policies, and identifying issues. Strong focus on team collaboration and achieving results. Reliable with ability to adapt to changing needs, ensuring effective communication and problem-solving. Experienced with overseeing and maintaining orderly activities. Utilizes strong observational skills to ensure compliance with guidelines. Knowledge of effective communication and organization in team settings for smooth operations.
Overview
20
20
years of professional experience
Work History
In School Securtiy Monitor
Jefferson County Public School
10.2023 - Current
- Monitored conduct of students on school buses to maintain discipline and safety.
- Mentored junior staff members on proper monitor usage techniques and troubleshooting strategies for common issues encountered during daily operations.
- Reduced false alarms through regular calibration of monitoring equipment, minimizing disruptions to patient care.
- Provided mental, emotional and physical support to children with special needs using positive reinforcement.
- Communicated with classroom teachers, principals and parents to discuss student backgrounds, medical problems and behaviors.
Professional Bus Driver
Jefferson County Public School District
11.2017 - 10.2023
- Maintained high customer satisfaction rates by providing friendly service and responding promptly to inquiries or concerns.
- Enhanced overall passenger experience through courteous interactions and professional conduct at all times.
- Reduced route times through effective navigation skills and efficient scheduling adjustments.
- Ensured timely arrivals and departures by closely monitoring traffic patterns and adjusting routes accordingly.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Kept bus interiors clean and tidy to provide comfortable passenger environments.
- Participated in regular training sessions to stay up-to-date on safety regulations and driving techniques.
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Transported passengers safely along prescribed routes according to tight schedules.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
Customer Service Representative
Computershare Fund Services
10.2016 - 09.2017
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Humana
08.2013 - 10.2016
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative Team Lead
Wendys Old Fashioned Hamburgers
02.2005 - 09.2013
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
Education
High School Diploma -
Waggener Traditional High
Louisville, KY05-2010
Skills
- Emergency Response
- Discipline
- Incident Reporting
- Behavior Management
- Student Management
- Problem-Solving
- Coordination and Teamwork
- Friendly and Respectful
- Microsoft Office
- Conflict Resolution
- Creative Thinking
- Team Leader
- Time Management
- Caring and Responsible
- Staff Supervision
- Decision-Making
- Recordkeeping requirements
- Child Safety
- Documentation And Reporting
- Team Training
- Safety awareness
- Calendaring and Scheduling
- Observing and Monitoring Behavior
- Staff Scheduling
- Infection Control Policies
Timeline
In School Securtiy Monitor
Jefferson County Public School
10.2023 - Current
Professional Bus Driver
Jefferson County Public School District
11.2017 - 10.2023
Customer Service Representative
Computershare Fund Services
10.2016 - 09.2017
Customer Service Representative
Humana
08.2013 - 10.2016
Customer Service Representative Team Lead
Wendys Old Fashioned Hamburgers
02.2005 - 09.2013
High School Diploma -
Waggener Traditional High
Similar Profiles
Nicholas KaysNicholas Kays
Assistant Director of School Age Enrichment at Jefferson County Public School DistrictAssistant Director of School Age Enrichment at Jefferson County Public School District
Edwana ReynoldsEdwana Reynolds
School Bus Driver at Jefferson County Public SchoolSchool Bus Driver at Jefferson County Public School
Michael ShouldersMichael Shoulders
School Administrator at Jefferson County Public School DistrictSchool Administrator at Jefferson County Public School District
Maria GomezMaria Gomez
Lead Care Manager at Pair TeamLead Care Manager at Pair Team
Evelyn RobertsEvelyn Roberts
Human Resources at Driftboat ManagementHuman Resources at Driftboat Management