LaTeya Chenault
Baltimore,MD
Summary
Competitive Sales Supervisor with experience overseeing sales teams to meet sales plans. Proficient in handling customers' complaints, inquiries and addressing concerns. Consistently completes sales orders accurately to exceed customer expectations. Outstanding leadership, organizational, and communication skills.
Overview
19
19
years of professional experience
Work History
Volunteer
Diane's House of Ministry
- Provide administrative assistance to residents
- Conduct regular room checks for cleanliness and rule compliance
- Respond to residents immediate needs and help resolve conflicts
- Assist with Caseworks and staff for general office needs.
Retention Supervisor
Comcast Cable Communications Inc.
05.2016 - Current
- Conducts frequent team meetings to review and provide strategies for delivering a quality customer experience
- Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees
- Conducts real-time phone monitoring and coaching to employees in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels
- Communicates and manages expectations for quality and accuracy of work, as well as key productivity
- Develops personal performance plans with CEs and provides on-going performance feedback and quarterly performance plan reviews
- Increased customer retention rates by developing and implementing effective retention strategies.
- Elevated employee engagement levels through recognition programs, incentive schemes, and opportunities for career advancement within the department.
- Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
- Developed strong relationships with customers, understanding their needs and providing tailored solutions for maximum satisfaction.
- Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.
Store Manager
Sprint
08.2013 - 05.2016
- Ensure that sales associates are up to speed on new products and offerings and know the sales techniques necessary to sell them
- Build skills and successes through continued coaching and performance assessment conversations
- Train store associates in using store systems to support the Customer Experience
- Manage and coach associates in building relationships with customers and understanding their needs
- Responsible for the overall productivity results in the store
- Drive operational inefficiencies to help minimize risk and protect the stores assets
- Maintain all visual, housekeeping and appearance standards and enforce the same with the staff
- Adhere to all company policies, procedures and general ethics and insures that they are communicated and implemented within the team
- Set examples for staff in areas of personal character, commitment, organization, selling skills, and work habits.
- Managed inventory control, cash control, and store opening and closing procedures.
Call Center/Sales Supervisor
Access Worldwide
03.2009 - 08.2013
- Setting goals for performance and deadlines in ways that comply with ATT& Direct TV's plans and vision
- Organizing workflow and ensuring that employees understand their duties or delegated tasks
- Monitoring employee productivity and providing constructive feedback and coaching
- Handling any customer complaints.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Assisted in creating sales scripts that resulted in higher conversion rates during outbound calls campaigns.
Housing Counselor
Acorn Housing Inc.
06.2005 - 03.2008
- Serves as ACORN Housing / as chief spokesperson within the district; Host, moderate and facilitate events for the purpose of planning and partnership development; Recognition, training and education; and Resource development
- Monitors and maintains the quality counseling standards set for the district office, including the establishment of client files, timely completion of all required reports, and review of client files
- Maintains a professional, working relationship between AHC and participating lenders, government officials, real estate agents, other organizations, and with the public
- Monitor underwriting and/ or processing problems with lenders and work with the Regional and National Office to address any issues that arise
- Develops and implements a marketing plan for the district office to bring in low and moderate income people who can buy houses through the program; Identify potential new lenders who would commit to an AHC Community Reinvestment agreement on underwriting, pricing, portfolio lending, funding, and marketing; Collaborate with the Regional Director and National Office to negotiate any agreements; and Develop real estate agent strategies to encourage referrals of potential buyers to the AHC program in each office
- Monitors office activities and prepare regular and special reports for management, funding and lender partners; Responsible for the accurate completion of all CDBG, HUD, and other reports for the office; and submits all HUD forms, lender referral forms, new employee paperwork, time sheets, termination notices and AHC statistical reports on a timely basis to the Field Director or National Office
- Maintains a client database for each office using Home Counselor-on-line, with information required for all reporting; and maintains a database for real estate agents working with AHC in each office
- Plans, promotes, and participates in AHC outreach events, including Bank Fairs, real estate agent events, and homebuyers shows.
- Improved client financial literacy by conducting comprehensive budget and credit counseling sessions.
- Advocated on behalf of clients experiencing discrimination or unfair treatment in their pursuit of safe and affordable housing options.
Education
Bachelor of Science - Business Managment
University of Maryland
01.2003
Business Management and Marketing -
Livingston College
01.2000
Skills
- Management
- Customer Service
- Administration
- Data Entry
- Teamwork and Collaboration
- Organized and Efficient
- Positive Attitude
- Team Collaboration
- Leadership Qualities
- Relationship Building
- Community Engagement
- Computer Skills
- Event Planning
- Team Management
- Customer Retention Strategies
- Cross-cultural understanding
- Client relations strength
- Recordkeeping and Confidentiality
- Project Oversight
- Operations Support
- Problem-Solving
- Active Listening
- Adaptability and Flexibility
Volunteer Experience
Diane's House of Ministry, Washington DC, Resident Assistant, Provide administrative assistance to residents, Conduct regular room checks for cleanliness and rule compliance, Respond to residents immediate needs and help resolve conflicts, Assist with Caseworks and staff for general office needs
Work Preference
Work Type
Full TimePart TimeWork Location
HybridOn-SiteRemoteImportant To Me
Work-life balanceCompany CultureFlexible work hoursPersonal development programsCareer advancementHealthcare benefitsWork from home optionPaid time off401k matchStock Options / Equity / Profit SharingTimeline
Retention Supervisor
Comcast Cable Communications Inc.
05.2016 - Current
Store Manager
Sprint
08.2013 - 05.2016
Call Center/Sales Supervisor
Access Worldwide
03.2009 - 08.2013
Housing Counselor
Acorn Housing Inc.
06.2005 - 03.2008
Volunteer
Diane's House of Ministry
Bachelor of Science - Business Managment
University of Maryland
Business Management and Marketing -
Livingston College
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