Latarsha Lathen
JB Andrews,MD
Summary
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.
Overview
3
3
years of professional experience
Work History
Family Child Care Provider / Program Manager
Self-Employed
JB Andrews, MD
05.2025 - Current
- 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
AAFES
JB Andrews, MD
07.2023 - 05.2024
- 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
AAFES
JB Andrews, MD
11.2022 - 07.2023
- 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
Eastern Gateway Community College
Steubenville, OHBachelor of Science - Human Resources Management
University of Maryland Global Campus
Adelphi, MD10-2026
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 - Current
Customer Service Manager / Supervisor
AAFES
07.2023 - 05.2024
Customer Service Representative
AAFES
11.2022 - 07.2023
Bachelor of Science - Human Resources Management
University of Maryland Global Campus
Associate of Science - Accounting
Eastern Gateway Community College
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