LATANYA SPIVEY
Alexander City,AL
Summary
Customer Service and Operations Management professional with 16+ years of experience enhancing customer satisfaction, leading teams, and optimizing processes. Proven ability to drive sales growth and improve operational efficiency. Currently advancing expertise through a Bachelor's in Business Administration.
Overview
26
26
years of professional experience
Work History
Frontend Team Associate
Walmart
07.2015 - Current
- Resolved 20+ complex customer issues weekly, de-escalating conflicts and improving satisfaction scores.
- Mentored and onboarded 15+ new team members, reducing training ramp-up time by ~25%.
- Streamlined checkout process by managing lane allocation, reducing customer wait times.
Assistant Manager
Goody's Family Clothing
09.2011 - 07.2015
- Directed a team of 10+ associates, overseeing all store operations, scheduling, and sales targets.
- Implemented a new inventory system, leading to a 15% reduction in stockouts and a 10% sales increase.
- Revitalized store appeal with new visual merchandising strategies, increasing foot traffic.
Certified Medical Assistant
Primed
09.2008 - 09.2011
- Managed patient intake and flow for a busy clinic, ensuring efficient operations and accurate EHR.
- Served as a key communication liaison between physicians and patients.
Customer Service Manager
Kmart
08.1999 - 03.2006
- Managed the customer service desk team, providing training that decreased escalated complaints by 30%.
- Implemented a peer recognition program that boosted morale and reduced staff turnover by 15%.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
05.2026
Medical Assistant Certificate - undefined
Fortis College
Montgomery, AL03.2008
Skills
- Customer Service: Conflict Resolution Customer Retention Escalation Management
- Team Leadership: Staff Training & Mentoring Performance Management Scheduling
- Operations: Process Improvement Inventory Control Loss Prevention
- Sales & Strategy: Sales Growth Marketing Execution Visual Merchandising
Timeline
Frontend Team Associate
Walmart
07.2015 - Current
Assistant Manager
Goody's Family Clothing
09.2011 - 07.2015
Certified Medical Assistant
Primed
09.2008 - 09.2011
Customer Service Manager
Kmart
08.1999 - 03.2006
Medical Assistant Certificate - undefined
Fortis College
Bachelor of Science - Business Administration
Southern New Hampshire University