Latifah Owens

• Develops and implements quality measures, policies, and procedures for the Service Center.
• Develops and maintains training curriculum and training database of applicable business applications.
• Works with managers to develop new hire courses and related training to improve operational performance, with a strong focus on employee engagement.
• Ensures that calls and violations are examined to meet quality expectations.
• Uses forecasting to analyze workforce staffing level and prepares monthly reports projecting staffing needs.
• Develops and provides reports to management on workload and workforce.
• Compiles production performance reporting and monitoring to track contract compliance and make early identification of problems, with a strong customer focus.
• Establishes statistical performance reporting criteria, monitors standards, and enforces policies and procedures to ensure that all Production Representatives are courteous, professional, and attuned to customer needs.
• Ensures that appropriate steps are being taken by the Production staff when an event needs to be escalated for resolution.
• Monitors performance and enforces policies and procedures to ensure that all personnel meet or exceed expected service and performance levels.
• Creates performance reviews for Production employees and provides periodic feedback to HR as needed.
• Manages production in the following areas: attendance, monitoring, coaching, and time scheduling.
• Contacts customers to update account information.
• Manages customer escalations upon request.
• Performs daily duties of Production Manager in his or her absence.
• Researches and resolves account issues.
• Performs account maintenance, including account changes, closings, adjustments, and statement requests.
• Contacts customers for additional account information.
• Assists in problem correspondence, as required.
• Prepares required reports.
• Answers questions from less experienced staff.
• Supports the Service Center for customer service phone calls by responding to incoming phone inquiries regarding E-ZPass accounts, violations, and DMV.
• Responsible for accurately processing toll adjustments, reversals, and fee adjustments for customer E-ZPass accounts.
• Monitors customer interactions for quality and provides feedback.
• Regular and predictable attendance is an essential function of this job.
• Assists in hiring, training, supervising, evaluating, rewarding, and disciplining Customer Service Representatives. Production meets or exceeds expected service and performance levels.

• Provide services that are ordered by the physician in the plan of care within the scope of practice, per state law.
• Perform, assist, evaluate, and document medical care, such as: Basic first aid
  o Read and recorded vital (temperature, pulse, respiration)
  o Performed Range of motion exercises as needed
  o Ambulation, transfer and positioning with wheelchairs and other non-life support medical equipment and devices
  o Prepared meals according to dietary and nutritional needs
  o Cared for patient’s special conditions and needs within scope of authorized tasks

Helped patient maintain good personal hygiene, such as:

Assisted with bathing, toileting, grooming, shaving, skin and nail care, oral hygiene, dressing, and eating.

• Assisted with household management, such as:

Home safety and sanitation, infection control, general light housekeeping, laundry, and shopping specific to patient.

• Thorough completion and coordination of all required documentation, such as:

· Maintained and completed the necessary patient/family and Company documentation records upon conclusion of each visit
o Observed and reported significant changes in patient’s condition to the (RN) Nursing Supervisor

• Managed sales and operations of multiple units.
• Worked with vendors to ensure site was clean, adequately stocked, organized, and well-kept to provide a positive customer experience.
• Collaborate with District Managers regarding staffing, store conditions, and expectations while holding team members accountable.
• Maintained a high level of customer service through daily interactions with customers, team members, and vendors.
• Recruit, hire, train, and mentor my assigned store staff.
• Oversee adherence to all procedures and standards, ensuring the successful daily operations and sanitation requirements of the program.
• Administer company policies and develop short- and long-range goals and objectives.
• Control expenses and oversee payroll budgets.
• Review and influence the profit and loss statement.
• Manage employee relations issues, along with the guidance of the Human Resources Manager.
• Serve as a key player in loss prevention, internal theft, and inventory shrinkage.
• Complete daily paperwork and computer entry in a timely manner, as established by upper management.
• Assume responsibility for special assignments and projects as needed.