LaTonya Horton
Martinsburg,WV
Summary
Personable and dedicated Customer Service Representative with extensive experience in Call center industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Diligent [Desired Position] with solid background in providing compassionate support to individuals. Adept at managing daily activities and ensuring clients' well-being through personalized care plans. Demonstrated proficiency in communication and problem-solving skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Direct Support Professional
Arc of Washington County
08.2024 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Assisted disabled clients to support independence and well-being.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Provided reliable transportation for clients to attend medical appointments, social outings, or other community-based events as needed.
- Maintained detailed documentation of client progress, daily activities, incidents, and relevant observations to ensure continuity of care across team members.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
Mental Health Worker
HOFFMAN HOMES for Youth
05.2024 - Current
- Supervise the youth in care and are responsible for their safety
- Throughout the day, MHWs guide the youth through their daily routines and activities while documenting events and observations specific to each youth
- The MHW is expected to teach and model appropriate social skills and coping skills
- MHWs must provide support for those youth who may be experiencing feelings of anxiety and depression or struggling with anger management
- The MHW is responsible for communicating pertinent information to the youth's therapist so that treatment can be properly assessed
- MHWs are asked to apply concepts Trauma Informed Care
Juvenile Justice Specialist
South Mountain Secure Treatment Unit
01.2021 - 01.2024
- An employee in this job directs and instructs court adjudicated youth at a residential treatment facility
- Work involves overseeing and engaging with adjudicated youth to maintain safety in the facility and to assist professional staff in providing resident treatment services
- Work includes actively engaging with court adjudicated youth to address personal problems; planning and leading activities to reinforce responsible behaviors and attitudes; escorting adjudicated youth to and from various activities and appointments; and participating in treatment team meetings and recommending and implementing modifications to treatment plans
- Work also includes directing adjudicated youth in their daily activities; facilitating groups for adjudicated youth to develop effective communication, decision-making, and problem-solving skills; responding to emergencies; using restrictive intervention procedures to prevent injuries and absconding; and searching for youth who are absent without leave (AWOL)
- Work is performed independently under the direction of a Juvenile Justice Specialist Supervisor and is reviewed through observation, conferences, and reports
Payment Specialist
Walmart
08.2020 - 08.2023
- Responsible for receiving and processing payments
- Make sure all invoices are coded and accurately reflected on payment application
- Receive, record, and process client bills for payment in accordance with the company's policies and procedures
- Review all draw materials for accuracy and timeliness
- Update all draw logs
- Verify and/or obtain all necessary approvals on change orders and draw packages
- Ensure draw payments are processed within contract terms
- Act as liaison between project manager and general contractor
- Prepare loan funding requests
- Track construction loan balances and interest rate renewals
- Navigates and uses various databases and applications to accurately and quickly capture, and maintain records of customer transactions, inquiries, complaints, and comments, actions taken
Customer Service Representative
TELEPERFORMANCE
12.2018 - 07.2020
- Maintained revenue streams by exhausting every option before offering refunds
- Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development
- Reviewed account and service histories to identify trends and issues
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Reviewed customer data to assess current issues and determine potential solutions
- Documented conversations with customers to track requests, problems and solutions
Direct Support Professional
Falling Springs Nursing and Rehabilitation Center
03.2013 - 08.2016
- Provides ongoing care for people with dementia
- This includes helping with activities of daily living, such as dressing, bathing, and incontinence
- Caregivers may also help residents maintain a routine, manage behavior, and prevent wandering
Data Entry Clerk
DIVERSIFIED INFORMATION TECHNOLOGIES
01.2011 - 03.2012
- Verified and updated account information in company computer system
- Maintained records by creating monthly reports, closing terminated records and performing chart audits
- Identified and corrected data entry errors to prevent duplication across systems
- Obtained scanned records and uploaded into company databases
- Maintained quality levels above prescribed minimums to support team productivity and efficiency
- Organized billing and invoice data, prepared accounts receivable and generated revenue reports to provide controllers with vital financial information
Education
Associate's degree - Early Childhood Education
Albany Technical College
Albany, GA04.2025
HIGH SCHOOL DIPLOMA -
Chambersburg Area Senior High School
Chambersburg, PA01.2000
Skills
- Pallet jack
- Microsoft Office
- Assembly
- Manufacturing
- Communications
- Supervising experience
- Order picking
- Customer service
- Microsoft Excel
- Cold calling
- Shipping & receiving
- Retail math
- Microsoft Powerpoint
- Communication skills
- Windows
- Cash handling
- Order picker
- Sales
- Materials handling
- Databases
- Basic math
- Leadership
- Retail sales
- Quality control
- Credit card payment processing
- Report generation
- Inbound and outbound calling
- Microsoft Office expertise
- Sales expertise
- Call center experience
- Office equipment proficiency
- Products or sales knowledge
- Stockroom procedures
- Inventory control
- Product organization
- Organizational strengths
Certification
First Aid Certification
Timeline
Direct Support Professional
Arc of Washington County
08.2024 - Current
Mental Health Worker
HOFFMAN HOMES for Youth
05.2024 - Current
Juvenile Justice Specialist
South Mountain Secure Treatment Unit
01.2021 - 01.2024
Payment Specialist
Walmart
08.2020 - 08.2023
Customer Service Representative
TELEPERFORMANCE
12.2018 - 07.2020
Direct Support Professional
Falling Springs Nursing and Rehabilitation Center
03.2013 - 08.2016
Data Entry Clerk
DIVERSIFIED INFORMATION TECHNOLOGIES
01.2011 - 03.2012
HIGH SCHOOL DIPLOMA -
Chambersburg Area Senior High School
Associate's degree - Early Childhood Education
Albany Technical College
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