Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Latonya Ferguson

Chicago,Illinois

Summary

Reliable Shift Leader with 6 years in costumer service industry. Excellent motivational leader successfully communicates duties and tasks. Dedicated to providing highest standard of service and creating warm and welcoming environment for customers.


Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

23
23
years of professional experience

Work History

Shift Leader

Titan Security
Chicago, IL
10.2017 - Current
  • Mentored newly hired employees on and safety and developed training manual to use for reference.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Effectively supervised staff of 5 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Enforced company policies and regulations with employees.
  • Monitored employee actions for safety and sanitation.
  • Established team priorities and monitored performance.
  • Effectively supervised staff of 5 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Patrolled and monitored premises by foot.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Assembled, sealed and loaded packages into correct trucks.
  • Verified computer inventory against physical inventory and resolved discrepancies.
  • Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Maintained energy and enthusiasm in fast-paced environment.

Security Guard

Securitas Security Services USA
Chicago, IL
08.2017 - 10.2017
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Patrolled and monitored premises.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Remained calm, assertive and mindful to think critically and problem solve during stressful situations.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work
  • Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage

Receptionist

Drama Hair Salon
Chicago, IL
07.2015 - 05.2017
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly 25 calls per day

Customer Service Representative

UnitedHealthcare
Chicago, IL
12.2012 - 06.2015
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Recorded account information to open new customer accounts

Cashier Supervisor

Famiy Dollar
Chicago, IL
02.2009 - 12.2012
  • Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
  • Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
  • Modeled outstanding customer service and held cashier team accountable for consistently delivering expert support.
  • Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.

Warehouse Sorter

Chicago Tribune
Chicago, IL
01.2007 - 11.2009
  • Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments.
  • Wrapped pallets in shrink wrap prior to loading.
  • Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.

Mail Handler Assistant

Goldman Sachs
Chicago, IL
05.2004 - 09.2006
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Used automated mail processing equipment to sort and collate mail.
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
  • Weighed letters and packages and calculated costs based on classification, weight and destination.

Cashier/Sales Coordinator

T.J. Maxx & HomeGoods
Chicago, IL
08.2003 - 04.2006
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Answered questions about store policies and addressed customer concerns.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.

Mail Processing Clerk

The Core Centers
Chicago, IL
05.2001 - 04.2003
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Used automated mail processing equipment to sort and collate mail.
  • Weighed letters and packages and calculated costs based on classification, weight and destination.

Education

No Degree - Computer And Information Sciences

East-West University
Chicago, IL

No Degree -

ITT Technical Institute - Indianapolis
Indianapolis, IN

High School Diploma -

George W. Collins
Chicago
06.2002

Skills

  • Sales Reporting
  • Policy and Procedure Enforcement
  • Security Procedures Adherence
  • Assigning Work

References

Melissa Wang-

Vice President Hedge Fund Services At Northern Trust Corporation

847-909-0282

Shanette Haynes-

Colleague

773-530-5301

Mario McIntosh-

Ceo MSM Solution (friend)

630-606-1695

Monique Hines- Coca Cola

Former Manager.

708-566-0645

Timeline

Shift Leader

Titan Security
10.2017 - Current

Security Guard

Securitas Security Services USA
08.2017 - 10.2017

Receptionist

Drama Hair Salon
07.2015 - 05.2017

Customer Service Representative

UnitedHealthcare
12.2012 - 06.2015

Cashier Supervisor

Famiy Dollar
02.2009 - 12.2012

Warehouse Sorter

Chicago Tribune
01.2007 - 11.2009

Mail Handler Assistant

Goldman Sachs
05.2004 - 09.2006

Cashier/Sales Coordinator

T.J. Maxx & HomeGoods
08.2003 - 04.2006

Mail Processing Clerk

The Core Centers
05.2001 - 04.2003

No Degree - Computer And Information Sciences

East-West University

No Degree -

ITT Technical Institute - Indianapolis

High School Diploma -

George W. Collins

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Latonya Ferguson