LaTasha Johnson
Project Manager
Austell,GA
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Production Manager, Client Services
Teleperformance USA WAH
10.2019 - Current
- Reduced average call duration for increased efficiency and improved customer experience.
- Launched quality assurance practices for each phase of development
- Established team priorities, maintained schedules and monitored performance.
- Managed senior-level personnel working in marketing and sales capacities.
- Established clear communication channels between agents, supervisors, and other departments for efficient problem-solving processes.
- Mentored and coached team members, fostering a supportive and collaborative work environment.
- Implemented ongoing training programs to ensure agents were well-equipped with up-to-date product knowledge and refined soft skills.
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Dispatcher
Express Employment
08.2023 - 01.2024
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Utilized customer feedback to improve customer service.
Healthcare Customer Service Representative
Randstad Kaiser Permenente
02.2010 - 11.2018
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Delivered prompt service to prioritize customer needs.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated patients on importance of preventive health care and insurance coverage.
- Supported accounts receivable operations within assigned functions.
Education
GED -
Department Of Labor
Memphis, TNBBA - Journalism/ Public Relations
Georgia State University
Atlanta, GA09.2028
Associate of Applied Science - Interdisciplinary Studies
Georgia Piedmont Technical College
Clarkston, GA02.2023
Associate of Applied Science - Marketing
Gwinnett Technical College
Lawrenceville, GA07.2021
Skills
Retention Strategies
Workforce Management
Staff Training
Employee Motivation
Call Monitoring
Call Center Customer Service
Escalation Handling
Timekeeping abilities
Document Management
Technical Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 24 staff members.
- Trained and supervised 50 production staff over 1 year time period.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Increased overall productivity and quality by [47]% by implementing training programs designed to increase performance levels.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
- CPR License - 2020
- Grant Writing Training - 2023
- Proposal Writing Training - 2023
- Project Management Training - 2024
- Financial Management Essentials Training- 2024
- Drawing up a Project Budget Training - 2024
- Project Planning Training- 2024
- Qualitative Data Analysis Training - 2024
Timeline
Dispatcher
Express Employment
08.2023 - 01.2024
Production Manager, Client Services
Teleperformance USA WAH
10.2019 - Current
Healthcare Customer Service Representative
Randstad Kaiser Permenente
02.2010 - 11.2018
GED -
Department Of Labor
BBA - Journalism/ Public Relations
Georgia State University
Associate of Applied Science - Interdisciplinary Studies
Georgia Piedmont Technical College
Associate of Applied Science - Marketing
Gwinnett Technical College