Lateah Deas-Martin
Willingboro,NJ
Summary
Dedicated Supervisor with a track record of delivering quality customer support. Experienced in mentoring teams to provide exceptional service and boost morale through effective communication and positive feedback. Skilled in defusing customer dissatisfaction and managing competing priorities for superior results.
Overview
9
9
years of professional experience
Work History
Client Service Supervisor
Cox Enterprises
Bordentown, NJ
08.2021 - Current
- Help customer service representatives provide effective assistance, satisfying customers.
- Conducted regular team meetings to discuss goals, progress updates, challenges faced, creating an environment where all voices were heard.
- Created clear expectations for the team, resulting in consistent, high-quality service delivery to clients.
- Supervised day-to-day operations, ensuring a high level of quality service delivery to clients.
- Collaborated with other departments to address client needs, improving overall customer experience.
- Ensured adherence to company policies and procedures while maintaining exceptional levels of client service standards.
Dispatcher/Customer Service
AAA
Bordentown, NJ
01.2021 - 08.2021
- Timely dispatch of roadside assistance requests to service providers using a range of communication methods
- Ensuring AAA Members receive an outstanding customer experience through engagement
- Providing essential information to service providers for the swift assistance of AAA Members
- Effectively uses computer systems for tracking, information gathering, and/or troubleshooting
- Prioritizing service requests based on various criteria, including safety, weather conditions, and traffic, to meet predefined response timeframes
- Keeping a watchful eye on the progress of roadside assistance requests and maintaining thorough and accurate documentation
- Actively participating in resolving service-related issues and addressing member complaints
Parts Specialist/Customer Advocate
Safelight Auto Glass
Pinebrook, NJ
08.2018 - 01.2021
- Company Overview: (Call Center)
- Prioritize a customer-centric approach when addressing inbound calls, emails, and faxes, spanning service issues, pricing, warranties, commercial matter, dispatch, repairs, financial transactions, wholesale requests, and same-day reschedules or cancelations
- Proactively and creatively resolve customer concerns swiftly and efficiently
- Efficiently manage administrative tasks, including processing buyouts, handling invoices, and managing work orders
- Diligently review orders received from the national contact center, overseeing dealer part orders and special accounts
- Confirm and ensure the completion of work order details, encompassing insurance verification, additional parts, and any missing information
- (Call Center)
Branch Manager/Scheduler/CHHA
Brightstar Care of Wayne
Wayne, NJ
06.2015 - 10.2019
- Skillfully handles customer/client care relationships
- Develops and puts into action continuous and proactive recruitment strategies, including well-structured employee orientation for successful onboarding of new hires
- Plans staff schedules to align with the demands of client care
- Guarantees punctual and precise billing, and accurate tracking of hourly time records and reporting
Education
Diploma - Medical Assistant Program
American Institute
Clifton, NJ01.2014
High School Diploma -
Eastside High School
Skills
- Strong leadership
- Inter-department collaboration
- Training and mentoring
- Staff Supervision
- Optimize staff performance
- Communication
Accomplishments
- Completed Future Leaders program 11/23
- Completed LDM : Roadmap , White and Yellow Belt 6/23
- Completed Manager Essentials workshop 5/24
Timeline
Client Service Supervisor
Cox Enterprises
08.2021 - Current
Dispatcher/Customer Service
AAA
01.2021 - 08.2021
Parts Specialist/Customer Advocate
Safelight Auto Glass
08.2018 - 01.2021
Branch Manager/Scheduler/CHHA
Brightstar Care of Wayne
06.2015 - 10.2019
Diploma - Medical Assistant Program
American Institute
High School Diploma -
Eastside High School
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