Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Latisha Jarvis

Baton Rouge,Louisiana

Summary

Dynamic leader with over five years of experience in technical support and team management, specializing in process optimization and customer advocacy. Proven track record in resolving complex issues and driving operational excellence through innovative solutions. Recognized for critical thinking and cross-functional collaboration, consistently leading high-performing teams to enhance customer satisfaction. Committed to delivering exceptional service while fostering a culture of continuous improvement.

Overview

6
6
years of professional experience

Work History

Associate Manager, Account Management

Sutherland Global Services
Rocherster , NY
03.2024 - Current
  • Managed a team of over 20 associates, consistently meeting or surpassing key performance indicators such as Quality Assurance and Average Handle Time.
  • Led sessions focused on sustaining high team morale during transitions.
  • Developed, evaluated, and updated departmental methods and procedures (M&Ps) to adapt to client needs, ensuring compliance and strategic alignment.
  • Spearheaded the resolution of escalated complaints for business and VIP customers, exemplifying empathy, and reinforcing brand trust.
  • Addressed customer issues through strategic partnerships with internal departments.

Virtual Training Facilitator

Sutherland Global Services
Rochester, NY
01.2022 - 03.2024
  • Led over 10 new hire training classes, achieving an 89% new hire throughput
  • Established and maintained effective communication channels with clients and team members to understand needs, resolve issues, and meet expectations
  • Developed and implemented strategies based on data analysis to improve operational efficiency and bottom-line impact
  • Identified and addressed training needs to equip staff with essential skills and knowledge
  • Surpassed customer experience target of 55% consistently with an average class score of 78%.
  • Surpassed FCR benchmark of 88% by achieving a class average of 94%.

Technical Support Agent

Sutherland Global Services
Rochester, NY
10.2020 - 01.2022
  • Troubleshot and resolved hardware and software issues promptly to minimize downtime
  • Provided timely and effective technical assistance to customers via phone
  • Documented and tracked customer inquiries and resolutions in a CRM system
  • Collaborated with internal teams to escalate and resolve complex technical issues

L2 Technical Support Representative

Conduent
05.2019 - 03.2020
  • Provided advanced troubleshooting and technical support to resolve complex issues and escalated customer concerns
  • Collaborated with cross-functional teams to identify and implement solutions to enhance product functionality and improve customer satisfaction
  • Utilized ticketing system to log and track customer interactions, ensuring timely resolution and follow-up on all support requests
  • Demonstrated strong knowledge of hardware and software systems to provide in-depth technical guidance and assistance to customers

Education

Associate of Applied Science - Cybersecurity

Baton Rouge Community College
Baton Rouge, LA
05-2025

General Studies

Baton Rouge Community College
Baton Rouge, LA
05-2022

Skills

  • MS Office Applications
  • Training and Development
  • Verbal and Written Communication
  • Data Analysis & Problem Solving
  • Performance Management
  • Time Management
  • Systems and Operational Knowledge
  • Process Compliance
  • Leadership and Team Management
  • Technical Proficiency
  • Cross-Functional Collaboration
  • Performance Metrics Optimization
  • Customer Advocacy & Empathy

Accomplishments

  • Achieved recognition as the Q1 Leaders Awardee in the 1st Quarter of 2025
  • Received several awards and scholarships for academic excellence and leadership
  • Deans List 2021 - 2023
  • Successfully managed performance and service quality to ensure customer satisfaction, resulting in a 100% commitment award in 01/2023
  • Achieved recognition as the Q3 Consultant Awardee in the 3rd Quarter of 2023
  • Led over 10 new hire training classes, achieving an 85% new hire throughput
  • Graduated from the Team Manager University (TMU) in 08/2023

Timeline

Associate Manager, Account Management

Sutherland Global Services
03.2024 - Current

Virtual Training Facilitator

Sutherland Global Services
01.2022 - 03.2024

Technical Support Agent

Sutherland Global Services
10.2020 - 01.2022

L2 Technical Support Representative

Conduent
05.2019 - 03.2020

Associate of Applied Science - Cybersecurity

Baton Rouge Community College

General Studies

Baton Rouge Community College

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Latisha Jarvis