Laticia Stuppard
Martinez,GA
Summary
Detail-oriented customer service and operations professional with experience in retail management and healthcare support. Expertise in managing sensitive information, resolving escalated issues, and ensuring accuracy in fast-paced environments. Committed to supporting compliance standards and effectively managing complex customer interactions.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Home School Education
Stay At Home Parent
Grovetown, GA
01.2023 - 05.2026
- Demonstrated respect and friendliness towards colleagues.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Adjusted work schedule to cover night and weekend shifts across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Identified issues, analyzed information, and provided solutions to problems.
- Developed and maintained courteous and effective working relationships.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
Retail Store Manager
Citi Trends
Augusta, GA
05.2019 - 06.2023
- Oversaw daily store operations, enhancing customer service and supervising staff to resolve issues effectively. Addressed escalated customer concerns, ensuring resolution of complex service and payment issues to maintain customer satisfaction. Coached team members on compliance and operational procedures, fostering service quality and operational consistency. Maintained accurate reporting, inventory tracking, and transaction oversight. Ensured high standards of customer satisfaction in a fast-paced retail environment.
- Led daily store operations, ensuring optimal customer service and efficient workflow.
- Developed and executed strategic sales plans to enhance store profitability.
- Trained and mentored staff on product knowledge and customer engagement techniques.
Customer Service Representative
Taxslayer
Evans, GA
01.2017 - 04.2019
- Supported customers through phone, chat, and email in high-volume environments, ensuring timely resolution of inquiries. Resolved customer issues related to accounts, transactions, and service concerns. Identified and escalated patterns of fraud-like activity or account inconsistencies to protect customer accounts. Documented case details clearly and accurately for internal review teams. Communicated professionally and empathetically in time-sensitive situations to enhance customer satisfaction.
- Resolved customer inquiries efficiently using Taxslayer's software and systems.
- Assisted clients with tax preparation processes, ensuring compliance with regulations.
- Trained new team members on customer service protocols and product knowledge.
Healthcare Office Support
SITEL
Augusta , GA
02.2012 - 06.2015
- Managed sensitive patient information, ensuring confidentiality and accuracy in compliance with privacy regulations. Assisted with scheduling, billing support, and insurance verification processes. Addressed patient inquiries and resolved account or billing discrepancies, enhancing patient satisfaction and trust. Supported front-office operations through efficient documentation and data entry, contributing to streamlined patient flow. Maintained compliance with privacy and procedural guidelines.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
GED -
Savannah Technical College
Savannah, GASkills
- Curriculum development
- Curriculum Planning
- Educational Resource Management
- Policy Compliance & Procedural Accuracy
- Fraud risk management
- Data privacy management
- Account & Case Escalation Handling
- Issue resolution strategies
- High-pressure problem solving
- Multitasking across systems and workflows
- Communication (phone, chat, email support systems)
Certification
- Nutrition Series Certificate
- Forklift Training Certification
Timeline
Home School Education
Stay At Home Parent
01.2023 - 05.2026
Retail Store Manager
Citi Trends
05.2019 - 06.2023
Customer Service Representative
Taxslayer
01.2017 - 04.2019
Healthcare Office Support
SITEL
02.2012 - 06.2015
GED -
Savannah Technical College
Target Roles
- Fraud Analyst / Risk Operations Specialist
- Trust & Safety Analyst
- Transaction Monitoring Specialist
- Customer Escalation / Investigations Specialist