Latice Cox
Customer Experience Advocate
Winter Garden,FL
Summary
Innovative, versatile, and highly organized Professional with strong multitasking, problem solving, and customer service skills. More than 20 years of service industry experience in variety of customer-facing roles. Proven innovation and problem solving skills, with demonstrable results in fast-paced environments. Outstanding analytical, organizational, and communication skills, with ability to adapt to change. Focused, driven, and self motivated, with passion for contributing to company goals. align processes with dynamic conditions while increasing efficiencies and maximizing profits. Knowledgeable and dedicated customer service professional with extensive experience in Technology industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Substitute Teacher K-12
Kelly Educational Services /OCPS
Orlando, FL
08.2021 - Current
- Fulfill short-term and long-term substitute Teacher assignments for all subjects K-12 age groups
- Guided learning process, achieving curriculum goals and objectives
- Fostered stimulating learning environment using variety of instructional tools and teaching aids.
- Developed and implemented engaging lesson plans to accommodate varied student learning styles.
Media Clerk II
Orange County Public Schools
Orlando, FL
08.2017 - 08.2021
- Established reading incentive programs for students to increase reading productivity campus wide
- Serviced student and teacher technology needs
- Evaluated library collection for strength to support reading curriculum
- Managed and organized yearly school Book Fairs
- Conferred with teachers to select course materials and to determine best-suited training aids for particular grade levels.
Substitute Teacher
Kelly Educational Staffing Services/OCPS
Orlando, FL
08.2016 - 08.2017
- Implemented creative activities to ensure assigned learning goals are met
- Created a classroom environment that is conducive to learning in the absence of regular teacher
- Adhered to all school procedures, guidelines and policies
- Guide classroom discussions and engaged students to learn subject material.
Substitute Teacher
Lynchburg City School District
Lynchburg, VA
08.2012 - 01.2015
- Provided classroom instruction on on-call basis for absent school personnel
- Executed and instructed teacher lesson plans across to students at all grade levels and discipline
- Encouraged the development of students in thoughtful caring and professional manner to ensure daily learning goals were achieved
- Implemented techniques and activities for promoting quality student participation and performance
- Managed classroom by display of problem solving, cooperative negotiating skills and conflict resolution
Administrative Assistant
North East Independent School District
San Antonio, TX
08.2008 - 12.2010
- Tracked and organized student school records and requests, ensuring accurate, error-free student information
- Served as students', parents', and faculty's first point of contact, resolving concerns tactfully, confidentially, and professionally
- Built and managed positive relationships by making good first impressions and interacting with others in professional and friendly manner
- Assisted with opening new school serving approximately 800 students, setting up office and working with team to implement new policies and procedures
- Coordinated with volunteer staff to log and track hours and ensured efficient, effective progress and proper recognition for their efforts
- Initiated procedure to reduce costs by creating process to provide 75 to 100 permanent badges, reducing wait times for parents who visited on daily basis
- Thrived in fast-paced environment while working under daily pressure by being exceptionally well organized, versatile, dependable, punctual, and positive.
Paraprofessional Substitute
North East Independent School District
San Antonio, TX
08.2007 - 08.2008
- Substitute for absent employees on an on-call basis, assuming variety of responsibilities
- Adapted to changing roles with little or no preparation, learning quickly and adapting to ensure seamless operations
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Exhibited professional demeanor at all times, providing exceptional service to students, faculty, staff, parents, community members, and school district employees.
Systems Analyst
The InSource Group/XO Communications, LLC
Dallas, TX
01.2007 - 12.2007
- Analyzed complex customer issues including design, testing, and implementation of identified solutions
- Resolved customer issues about business software application, initiated trouble tickets, investigated and re-created issues, and forwarded to developers for resolution
- Identified and documented system defects through internal communication system
- Assembled and maintained user support procedure documentation and user guides, providing quick and long-term resolution to customer issues through company intranet
- Managed up to 50 trouble tickets per day, exhibiting time management, technical, and organizational skills.
Regression Test Analyst Lead
MetaSolv Software, Inc
Plano, TX
01.2001 - 01.2002
- Monitored testing procedures to ensure that all tests were performed according to established item specifications, standard test methods and protocols
- Accomplished department objectives by managing staff and evaluating testing requirements
- Identified need for new hire training and mentoring, developing policy/procedure guide, paired new hires with quality assurance reps for shadowing, and conducting one-on-one training sessions.
Test Analyst
MetaSolv Software, Inc
Plano, TX
01.2000 - 01.2001
- Promoted from Test Analyst to Regression Team Lead within a short time due to development of innovative cost-and time-saving initiatives
- Learned to think creatively, take initiative, and adapt to continuous change
- Participated in product design reviews to provide input on functional requirements, product designs, schedules and potential problems.
Senior Quality Assurance Analyst
Verizon Wireless Messaging Services
Dallas, TX
01.1999 - 01.2000
- Executed tests to verify software applications, ensuring reliability and conformance to specifications, standards, and end-user requirements
- Verified links, compatibility, performance, and content for new website releases
- Produced and ran test plans, documented findings, and performed regression and stress testing
- Ensured proper, defect-free operation by identifying bugs and potential improvements for new and current releases.
Senior Training Coordinator
Verizon Wireless Messaging Services
Dallas, TX
01.1998 - 01.1999
- Reduced employee turnover by more than 25% through role-playing activities and other innovative training elements to provide a more enjoyable, rewarding training experience
- Conducted performance evaluations with trainees
- Created training curriculum for software releases, enhancements, migrations, and new product rollouts.
Account Representative Supervisor
Verizon Wireless Messaging Services
Dallas, TX
01.1996 - 01.1998
- Supervised eight outside account representatives and support personnel, developing strategies to increase revenue by 25%
- Established customer loyalty programs to increase customer retention by identifying and resolving customer concerns
- Provided continuous sales and product training.
Inside Sales Supervisor
Verizon Wireless Messaging Services
Dallas, TX
01.1994 - 01.1996
- Developed and implemented new department, initiating effort to acquire small business customers
- Oversaw staff training to ensure effectiveness of sales presentations
- Conducted advertising and marketing campaigns to generate new leads and contacts for company
- Monitored sales staff performance ensured that goals are met.
Customer Service Representative
Verizon Wireless Messaging Services
Dallas, TX
06.1993 - 12.1993
- Led initiative to increase customer loyalty, decreasing disconnects by more than 35% by creating loyalty incentive program
- Updated and maintained database with accurate customer information and timely data entry
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Assisted with mentoring new employees during and after training
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
Education
Liberal Arts - Psychology
08.1989 - 01.1993
Skills
Software Testing
Microsoft Office Suites
Customer Service
Problem SolvingCritical Thinking
Decision MakingStaff Development and Training
Multitasking and OrganizationalRelationship BuildingFlexible and AdaptiveDisciplinary procedures
Lesson implementation
Group Instruction
Classroom management
Creative problem solving
Verbal and written communication
Instructional technology
Call Center Inbound/Outbound
Salesforce CRM
Certification
G Suite for Education Level 1, 04/2019, Present, Certified Google Educator level 1 for Google Education and Suites. Designed for educators and classroom teachers to demonstrate proficiency in using Google for Education tools. The Level 1 status indicates that an educator, I am able to successfully implement Google tools into my teaching practice in order to enhance teaching and learning.
Additional Information
Innovative, versatile, and highly organized Professional with strong multitasking, problem solving, and customer service skills. More than 20 years of service industry experience in variety of customer-facing roles. Proven innovation and problem solving skills, with demonstrable results in fast-paced environments. Outstanding analytical, organizational, and communication skills, with ability to adapt to change. Focused, driven, and self motivated, with passion for contributing to company goals.
Awards
- Emerging Leaders Academy-Orange County Public Schools, 08/2020
Timeline
Substitute Teacher K-12 - Kelly Educational Services /OCPS
08.2021 - Current
Media Clerk II - Orange County Public Schools
08.2017 - 08.2021
Substitute Teacher - Kelly Educational Staffing Services/OCPS
08.2016 - 08.2017
Substitute Teacher - Lynchburg City School District
08.2012 - 01.2015
Administrative Assistant - North East Independent School District
08.2008 - 12.2010
Paraprofessional Substitute - North East Independent School District
08.2007 - 08.2008
Systems Analyst - The InSource Group/XO Communications, LLC
01.2007 - 12.2007
Regression Test Analyst Lead - MetaSolv Software, Inc
01.2001 - 01.2002
Test Analyst - MetaSolv Software, Inc
01.2000 - 01.2001
Senior Quality Assurance Analyst - Verizon Wireless Messaging Services
01.1999 - 01.2000
Senior Training Coordinator - Verizon Wireless Messaging Services
01.1998 - 01.1999
Account Representative Supervisor - Verizon Wireless Messaging Services
01.1996 - 01.1998
Inside Sales Supervisor - Verizon Wireless Messaging Services
01.1994 - 01.1996
Customer Service Representative - Verizon Wireless Messaging Services
06.1993 - 12.1993
University of Illinois At Urbana-Champaign - Liberal Arts, Psychology
08.1989 - 01.1993