Latik Medina
Information Technologies
Tampa,FL
Summary
Experienced customer relation professional brings 9+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. These skills were developed by constantly looking for new things to learn and experience. Smoothly mitigating customer conflicts through calm, level-headed strategies is my specialty.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Coordinator
TruGreen Lawn Care
03.2021 - Current
- Apart of escalation team for Florida/Georgia Region
- Maintained 98.76% first call resolution
- Responded to customer calls and emails to answer questions about products and services.
- Took ownership of customers issues to follow problems through to resolution.
- Resolved concerns with products or services to help with retention and drive sales.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Logged call information and solutions provided into internal database.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Performed root cause analysis on recurring issues, implementing permanent fixes to prevent future occurrences.
- Supported end-users in troubleshooting hardware and software problems effectively.
- Assisted in the reset of customer passwords to online customer portal
Level 2 IT Support Engineer
Optimum Cable Company
06.2012 - 01.2016
- Contributed to the successful completion of major IT projects within stipulated deadlines by efficiently collaborating with team members.
- Streamlined helpdesk processes for faster response times to client inquiries.
- Improved customer satisfaction by promptly addressing and resolving IT issues.
- Collaborated with cross-functional teams, ensuring seamless software integration.
- Supported end-users in troubleshooting hardware and software problems effectively.
- Provided after-hours support when necessary, demonstrating commitment to excellent customer service and responsiveness in critical situations.
- Leveraged strong communication skills to explain complex technical concepts in layman''s terms to non-technical stakeholders.
Head Chef
Kitchen 92
03.2017 - 03.2022
- Hired, managed, and trained kitchen staff.
- Trained junior chefs in advanced culinary techniques and food safety procedures, helping them grow professionally within the industry.
- Cooked memorable dishes that brought new customers into establishment.
- Maintained strict adherence to health department regulations by enforcing proper food handling practices throughout the kitchen area.
- Managed food costs effectively with careful menu planning, accurate portion control, and utilization of seasonal ingredients.
- Handled and stored food to eliminate illness and prevent cross-contamination.
- Placed orders to restock items before supplies ran out.
- Led staff meetings to discuss upcoming events, address concerns or challenges, and reinforce company values as well as expectations within the workplace environment.
- Obtained fresh, local ingredients to improve dish flavors and limit grocery costs.
- Arranged for kitchen equipment maintenance and repair when needed.
- Fostered a positive working environment by promoting teamwork and open communication among all kitchen staff members.
Education
Bachelor of Science - Network And Security
Western Governors University
Salt Lake City, UT 05.2001 -
Skills
Conflict resolution
First Call resolution
Patience and composure
Data entry proficiency
Efficient multitasking
Billing coordination
Escalation management
Remote Support
Software Installation
Virtualization Technologies
Critical Thinking
Accomplishments
- Achieved employee of the month by ranking amongst the top 10 percentile
- PCI compliance training mentor
- Career 45% retention rate
Languages
Spanish
Limited Working
Certification
Google IT support professional
Interests
Building computers
Cryptography
Python
PC building
One of my favorite things to do is to build computers. I thoroughly enjoy breaking everything down just to examine how it works. What I love even more is comparing the benchmarks between builds. Its exciting to watch your hard work come to fruition in realtime.
Timeline
Google IT support professional
07-2024
Customer Care Coordinator
TruGreen Lawn Care
03.2021 - Current
Head Chef
Kitchen 92
03.2017 - 03.2022
Level 2 IT Support Engineer
Optimum Cable Company
06.2012 - 01.2016
Bachelor of Science - Network And Security
Western Governors University
05.2001 -