Latarsha Lathen
Self-Employed
JB Andrews,MD
3
years of professional experience
Results-driven operations professional with 15+ years of experience leading teams, managing daily operations, and ensuring compliance across customer service and program environments. Proven ability to optimize workflows, improve team performance, and maintain high operational standards. Strong background in staff supervision, scheduling, training, and process improvement. Currently pursuing a Bachelor of Science in Human Resources Management to further strengthen leadership and organizational effectiveness.
Work History
Family Child Care Provider / Program Manager
1 Year 6 Months- Oversee full-scale daily operations, including scheduling, staffing, compliance, and program execution
- Develop and implement operational procedures to improve efficiency and service quality
- Maintain accurate records, including attendance, incident reports, and regulatory documentation
- Ensure full compliance with state licensing requirements, policies, and safety standards
- Train, coach, and supervise staff to enhance performance and maintain program excellence
- Resolve conflicts and build strong relationships with clients and stakeholders
- Communicate policies, procedures, and updates to ensure operational consistency
Customer Service Manager / Supervisor
10 Months- Led daily operations and supervised team members to drive productivity and service performance
- Managed staff scheduling and workforce coordination to meet operational demands
- Trained and onboarded new employees, improving team readiness and retention
- Monitored KPIs and employee performance, providing coaching and corrective action when needed
- Ensured compliance with company policies, procedures, and documentation standards
- Resolved employee relations issues and supported a positive work environment
- Streamlined operational processes to improve efficiency and customer satisfaction
Customer Service Representative
8 Months- Supported daily operations by assisting with administrative and customer service functions
- Maintained accurate records and handled transactions with attention to detail
- Contributed to team performance goals and operational success
- Delivered high-quality service, enhancing customer satisfaction and loyalty
Education
Associate of Science - Accounting
Bachelor of Science - Human Resources Management
Expected Completion: October 2026
Skills
Operations Management & Process Improvement
Team Leadership & Staff Development
Workforce Planning & Scheduling
Performance Management & Coaching
Compliance & Policy Enforcement
Employee Relations & Conflict Resolution
Data Tracking & Record Management
Training & Onboarding Programs
Customer Experience Optimization
Microsoft Office (Excel
Word
Outlook
PowerPoint)
Timeline
Family Child Care Provider / Program Manager
Self-Employed
05.2025 - CurrentRead More
Customer Service Manager / Supervisor
AAFES
07.2023 - 05.2024Read More
Customer Service Representative
AAFES
11.2022 - 07.2023Read More
University of Maryland Global Campus
Bachelor of Science from Human Resources Management
Read More
Eastern Gateway Community College
Associate of Science from Accounting
Read More
ADDITIONAL STRENGTHS
- Strong leadership presence with hands-on management style
- High level of professionalism and confidentiality
- Excellent organizational and multitasking abilities
- Ability to analyze operations and implement improvements