Laticia Norwoo
San Antonio,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Lead CSR/QA
Alorica
San Antonio, TX
02.2023 - Current
- Provided expert customer service and support to customers, including troubleshooting technical issues.
- Maintained accurate records of customer interactions and transactions.
- Evaluated individual performance against key targets and goals established by management.
- Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
- Escalated calls to solve problems and drive customer satisfaction.
Quality Assurance Specialist
QTC Medical Group
San Antonio, TX
05.2020 - 11.2020
- Remotely reviews and develops information for diagnosis and process
- Continual tracking of non-conformance and action plans for CSRs
- Ensures accuracy and completeness of all documentation
RN
Baptist Health System-Northeast Baptist Hospital
San Antonio, TX
01.2014 - 05.2018
- Assessed patient health and developed individualized care plans accordingly.
- Provided direct nursing care to patients, including administering medications, wound care, and IV therapy.
- Educated patients on health maintenance, disease prevention, and treatment options.
- Performed physical examinations and assessments of patients' medical histories.
- Assisted doctors during medical procedures.
- Administered medications and treatments, monitoring patients for reactions and side effects.
LVN
Baptist Health System-Northeast Baptist Hospital
San Antonio, TX
10.2008 - 01.2014
- Provided direct patient care by taking vital signs, administering medications and treatments, and providing wound care.
- Performed routine diagnostic tests such as EKG's, urinalysis and blood draws.
- Monitored patient progress, reported changes to physician and provided education to families regarding medical conditions.
- Assisted in the admission, discharge and transfer of patients.
Education
Associate of Science -
Galen College of Nursing
San Antonio, TX12-2014
LVN
Brightwood College
San Antonio12-2010
Skills
- Customer service excellence
- Customer Success Management
- Software troubleshooting
- Call Documentation
- De-Escalation Techniques
- LiveChat Messaging
Timeline
Lead CSR/QA
Alorica
02.2023 - Current
Quality Assurance Specialist
QTC Medical Group
05.2020 - 11.2020
RN
Baptist Health System-Northeast Baptist Hospital
01.2014 - 05.2018
LVN
Baptist Health System-Northeast Baptist Hospital
10.2008 - 01.2014
Associate of Science -
Galen College of Nursing
LVN
Brightwood College