Latisha Jenkins
Staten Island,N.Y.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Ezpass
Staten Island, NY
06.2023 - 04.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Assistant Store Manager
Family Dollar
Staten Island, NY
08.2021 - 07.2023
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
Package Handler
UPS
01.2017 - 01.2018
- Helped sort packages to specific truck loads
- Utilized extended loader to assist with loading packages in cornerstone order
- Performed lowering and sliding of various packages for loading
- Scanned each package to confirm package arrival and condition
Telephone Representative
New Storm Car Service
01.2017 - 04.2017
- Performed general administrative duties (ex., answering phones, relaying messages, filing, faxing, copying, etc.)
- Transferred customer address details to Dispatcher for car pick-ups
- Resolved customer complaints in a timely manner
Home Health Aide
Allen Healthcare
01.2015 - 01.2017
- Assisted patients with daily living tasks (ex., movement, bathing, grooming, dressing, feeding, etc.)
- Performed light housekeeping duties, as needed (ex., sweeping, dusting, mopping, vacuuming, laundry, etc.)
- Created nutritious meals for patient, according to prescribed dietary specifications
- Scheduled patient medical and other community appointments; accompanies patient to appointments
- Monitored patient safety at all times
- Provided care for disabled children, as needed
- Assisted patient to become independent enough to handle everyday life situations (ex., shopping, banking, running light errands, chores, etc.)
- Prompted patients to take medication at proper times
- Turned and positioned bed-bound patients
Education
130-Hour Direct Care Professional Training Certification - Introduction to Developmental Disabilities, New Trends & Individual Differences, Working With Families & Support Systems, Ethics and Professional Standards, Promoting Positive Relationships, Choking and Nutrition, Mandated Reporter, Strategies for Crisis Intervention & Prevention (SCIP), Cardiopulmonary Resuscitation (CPR), Cultural Competency, Medication Administration(AMAP), HIPPA, AED/First Aid
NYC College of Technology
Brooklyn, N.Y.01.2019
GED -
New York State Department of Education
01.2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call center operations
Timeline
Customer Service Representative
Ezpass
06.2023 - 04.2025
Assistant Store Manager
Family Dollar
08.2021 - 07.2023
Package Handler
UPS
01.2017 - 01.2018
Telephone Representative
New Storm Car Service
01.2017 - 04.2017
Home Health Aide
Allen Healthcare
01.2015 - 01.2017
130-Hour Direct Care Professional Training Certification - Introduction to Developmental Disabilities, New Trends & Individual Differences, Working With Families & Support Systems, Ethics and Professional Standards, Promoting Positive Relationships, Choking and Nutrition, Mandated Reporter, Strategies for Crisis Intervention & Prevention (SCIP), Cardiopulmonary Resuscitation (CPR), Cultural Competency, Medication Administration(AMAP), HIPPA, AED/First Aid
NYC College of Technology
GED -
New York State Department of Education