Latia Douglas
Clifton Heights,PA
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
29
29
years of professional experience
Work History
Customer Service Representative Supervisor
Cardone Industries Inc.
05.2019 - 08.2023
- Answers questions and recommends corrective services to address customer needs
- Keys information into computer to obtain computerized records
- Investigates overdue and damaged shipments or shortages in shipments for common carrier
- Assisted in the recruitment process of new employees by conducting interviews, assessing candidate skills, and making hiring recommendations based on qualifications aligned with company values.
- Examines pertinent information to determine accuracy of customer complaint and to determine responsibility for errors.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Streamlined workflow for faster response times through regular team training sessions.
- Implemented new policies and procedures to improve overall customer service quality.
- Reduced employee turnover by fostering a positive work environment and providing supportive leadership.
- Improved first-call resolution rates through effective coaching and guidance on problem-solving techniques.
- Coordinated scheduling to ensure adequate staffing during peak hours, minimizing wait times for customers.
Customer Service Representative Lead
Cardone Industries
04.2008 - 05.2019
- Collaborated with cross-functional teams to improve overall customer experience.
- Mentored junior staff, providing guidance on best practices in customer service.
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
- Developed strong relationships with clients, fostering loyalty and repeat business.
- Played a key role in reducing call wait times by optimizing scheduling and resource allocation.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Increased first-call resolution rates through targeted coaching sessions focused on active listening skills for team members.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Lead Customer Service Representative
Ehrlich Pest Control
01.2001 - 01.2008
- Answered customer inquiries on a daily basis
- Liaison between customers and technicians
- Provided office support by filling, typing, ordering supplies, and working on various payroll duties.
- Streamlined processes for better service delivery, resulting in improved customer retention rates.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
Customer Service Representative/Inbound Call Center
Fleet Credit Card Services
01.2004 - 01.2005
- Answered customer inquiries on a daily basis
- Helped maintained customer accounts.
Assistant Teacher
Parent Infant Center
01.1995 - 01.2004
- Constructed daily lesson plans
- Worked with lead teacher on implementing classroom management and instructional techniques
- Communicated with parents about the progress of their children.
- Increased student engagement by incorporating hands-on activities and group projects into the curriculum.
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
Education
High School Diploma -
Overbrook High School
Philadelphia, PASkills
- Performance Evaluations
- Written Communication
- Self Motivation
- Adaptability
- Team coaching
- Staff Monitoring
- Employee Retention
- Data Entry
- Call center experience
- Staff Development and Training
- Employee Supervision
- Time management abilities
References
Available Upon Request
Timeline
Customer Service Representative Supervisor
Cardone Industries Inc.
05.2019 - 08.2023
Customer Service Representative Lead
Cardone Industries
04.2008 - 05.2019
Customer Service Representative/Inbound Call Center
Fleet Credit Card Services
01.2004 - 01.2005
Lead Customer Service Representative
Ehrlich Pest Control
01.2001 - 01.2008
Assistant Teacher
Parent Infant Center
01.1995 - 01.2004
High School Diploma -
Overbrook High School
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