Latazia Erwin
Charlotte,NC
Summary
Proven leader with a track record of enhancing customer satisfaction. Skilled in team leadership and complex problem-solving, I excel in fast-paced environments, boosting rates significantly. My approach combines a positive attitude with a focus, ensuring both team and customer needs are met with professionalism and care. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Charter Communications, Spectrum
10.2021 - 03.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
Preschool Teacher's Assistant
Tutor Time Learning Center
06.2020 - 11.2021
- Maintained tidy and clean classroom consistent with safety and health standards.
- Interacted with children one-on-one and in small groups to enhance and support learning activities.
- Engaged and entertained children through recreational and educational activities.
- Supported children's social and emotional development by encouraging understanding of others and positive self-concepts.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Assisted teacher by developing lesson plans to meet educational goals for each child.
Manager
Sage Bar & Restaurant
10.2016 - 06.2021
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Education
Bachelor of Science - Nursing
Central Piedmont Community College
Charlotte, NC06.2026
No Degree - Master Aesthetician
Aveda Institute Chapel Hill
Charlotte, NC06.2019
Skills
- Technical Troubleshooting
- Remote Support
- Team Leadership
- Time Management
- Complex Problem-Solving
- Positive Attitude
- Positive Reinforcement
- Child Development
- Customer Service
Certification
- Licensed Esthetician - 2019
Timeline
Technical Support Representative
Charter Communications, Spectrum
10.2021 - 03.2024
Preschool Teacher's Assistant
Tutor Time Learning Center
06.2020 - 11.2021
Manager
Sage Bar & Restaurant
10.2016 - 06.2021
Bachelor of Science - Nursing
Central Piedmont Community College
No Degree - Master Aesthetician
Aveda Institute Chapel Hill
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