Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

LaTesa Whittaker Mackbee

Wesson,MS

Summary

Skilled Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

CSL Plasma
Various Locations
03.2024 - 08.2024
  • Assisted in developing training materials for new hires as well as existing employees.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.

Customer Service Manager

A New Day Treatment Center
Atlanta, GA
03.2018 - 02.2019
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Monitored staff performance to ensure adherence to customer service standards.

Guest Services Team Leader

The Hyatt Place
Atlanta, GA
01.2017 - 02.2018
  • Ensured compliance with health and safety regulations as well as company policies and procedures.
  • Assigned tasks to team members based on their skillset, availability and workload requirements.
  • Conducted regular meetings with staff to discuss progress towards goals, provide updates on changes and answer questions.
  • Maintained up-to-date knowledge of hotel services, special events, promotions and pricing structures.
  • Promoted teamwork among staff members by setting expectations for cooperation and recognizing individual contributions.
  • Greeted guests upon arrival, provided information about services and amenities, and responded to inquiries.

Education

Certified Phlebotomist -

S & A Career Prep, LLC
Brookhaven, MS
11-2023

Associate of Science - Medical Administrative Assistant

Ultimate Medical Academy - Clearwater
Clearwater, FL
07-2018

High School Diploma -

Monmouth County Post-Secondary Adult School
Freehold, NJ
06-2005

Skills

  • Issue Resolution
  • Team Development
  • Team Building and Leadership
  • Decision-Making
  • Leading Team Meetings
  • Delegating Work

Certification

  • Certified Phlebotomist
  • Certified CPR/First Aide

Timeline

Customer Service Supervisor

CSL Plasma
03.2024 - 08.2024

Customer Service Manager

A New Day Treatment Center
03.2018 - 02.2019

Guest Services Team Leader

The Hyatt Place
01.2017 - 02.2018

Certified Phlebotomist -

S & A Career Prep, LLC

Associate of Science - Medical Administrative Assistant

Ultimate Medical Academy - Clearwater

High School Diploma -

Monmouth County Post-Secondary Adult School
LaTesa Whittaker Mackbee