Latisha McBride
Salt Lake City,United States
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
6
6
years of professional experience
Work History
Transition Coach
Verizon
09.2022
- Developed my leadership skills by driving Team innovations, engagement and participation. Gained more experience in working with Verint, IEX, NAT Tool and many of the other web based tools at a supervisor level. Team collaboration to create and deliver training material to all Phone Support representatives. Provide and analyze weekly and monthly trending reporting to drive results. Monitor each employees matrix day over day. Weekly coaching's with each individual. Also gained knowledge and experience in time management and the ability to prioritize.
Public Sector-Advanced Solutions
Verizon
09.2019
- Customer Service- Providing accurate, detailed and efficient resolutions for public sector and national business customers, Proficient in BGCO systems such as ACSS, WFM, MBA, EWI, ITTS, MTAS, Remedy, TRG, Verint, G-Suites and many more to provide excellent customer experience. Maintain confidential and highly sensitive information. In depth knowledge in account maintenance transactions and order processing procedures related to compliance. Level one and two tech support (One talk, M2M, Remedy and WFM). Assisting Supervisors and my peers in the chats for escalations and resource utilization or questions when supervisors are not available.
Public Sector Supervisor On Deck
Verizon
02.2020 - 03.2021
- Developed my leadership abilities by driving Quad and Team innovations, engagement and participation, Gained knowledge and experience in working with Verint, IEX, NAT tool and many other web based tools at a supervisor level, Assisted reps with De Escalations and coming up with customized solutions and feedback. Helping with escalated customers and offering customer solutions to satisfy customers needs. Providing coaching and feedback to reps. Developing time management and written, verbal communication skills.
Medical Assistant
St. Marks Family Medicine
Salt Lake City, UT
02.2015 - 03.2017
- Assisted in patient intake, collecting vital signs and medical histories efficiently.
- Coordinated appointment scheduling, optimizing patient flow and reducing wait times.
- Supported physicians during examinations, ensuring sterile environments and proper equipment availability.
- Managed electronic health records, maintaining accuracy in patient documentation and data entry.
BGCO Phone Rep
Verizon
10.2018 - 09.2019
- Customer service- Building positive experience's with all customer account types and sizes, De-escalations- by showing empathy and helping customers resolve there issues and concerns, note casing and payment processing and sales. Crossed trained in Fulfillment-Helping with offline work in WFM and excel. Tech Council- trained and utilized TRG with all reps to help them understand and how to properly utilize TRG.
Education
Associate - Medical Science
Stevens-Henagar College
Utah, United States06.2014
Skills
- HIPAA compliance
- Patient scheduling
- Customer service
- Medical terminology knowledge
- Skill development
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
- Flexible and adaptable
- Computer skills
Honors and Awards
- Date Received: May 18, 2022, Honor or Award: Women of the World, Country: United States, Description: Helped build my Personal Brand, Core Strengths It also helped me set goals for Self Leadership and what is needed to achieve said goals., Issued/Granted By: Rigo Dos Santos
- Date Received: March 21, 2021, Honor or Award: Sup On Deck, Country: United States, Description: Developed my leadership abilities, Gained knowledge and experience and Providing coaching and feedback to reps., Issued/Granted By: Rigo Dos Santos
Timeline
Transition Coach
Verizon
09.2022
Public Sector Supervisor On Deck
Verizon
02.2020 - 03.2021
Public Sector-Advanced Solutions
Verizon
09.2019
BGCO Phone Rep
Verizon
10.2018 - 09.2019
Medical Assistant
St. Marks Family Medicine
02.2015 - 03.2017
Associate - Medical Science
Stevens-Henagar College