Latonya Martin
Azani Pro Training Facility
Oklahoma City
12
years of professional experience
Accomplished Call Center Representative experienced in team leadership and performance tracking. Enhanced team performance and streamlined customer interactions through effective conflict resolution and training, resulting in improved customer satisfaction. Committed to fostering a culture of safety and operational efficiency.
Work History
Facility Supervisor
3 Years 2 Months- Supervised daily operations to ensure compliance with safety regulations and facility standards.
- Coordinated maintenance schedules, optimizing facility functionality and minimizing downtime.
- Trained staff on equipment usage and safety protocols, enhancing team competency and efficiency.
- Implemented process improvements that streamlined workflows and increased operational productivity.
- Managed inventory control systems, ensuring efficient stock levels and timely replenishment of supplies.
- Conducted regular inspections to identify maintenance needs, contributing to proactive facility management.
- Developed training materials for new hires, improving onboarding experience and knowledge retention.
- Liaised with vendors for service contracts, negotiating terms to enhance facility service quality and cost-effectiveness.
- Monitored and maintained inventory levels, ensuring adequate supplies were available for ongoing facility needs.
- Managed a team of facility staff, providing training and guidance for optimal performance.
- Enhanced safety standards by conducting thorough risk assessments and addressing hazards promptly.
- Improved facility efficiency by implementing streamlined processes and procedures.
Overnight Supervisor
5 Years 6 Months- Supervised overnight operations, ensuring adherence to company policies and procedures.
- Implemented process improvements that increased operational efficiency during nightly shifts.
- Implemented quality assurance protocols, enhancing service consistency and customer satisfaction ratings.
- Analyzed call metrics to identify trends and areas for improvement, driving process enhancements.
- Developed and maintained training materials, ensuring alignment with organizational goals and industry best practices.
- Coordinated scheduling and staffing to meet fluctuating call volumes, optimizing resource allocation.
- Led performance reviews, providing constructive feedback to promote employee growth and engagement.
- Collaborated with management to establish strategic goals, aligning team objectives with overall business strategy.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Trained and mentored staff to enhance performance and customer service skills.
- Developed schedules for team members, optimizing coverage and productivity overnight.
- Directed daily operations to ensure efficient call center workflow and optimal customer service delivery.
- Mentored and trained team members on performance standards and effective communication techniques.
Education
Associate of Science - Business
- Honoree of Path to Greatness Tour
- Honor Roll 2009-2011
- Scholarship Recipient
- 2.2 GPA
- Ranked in Top 20% of class
- Origin Owners Member
- Elected to President for Business Boldy in 2011
Skills
Facility maintenance tracking
Work order management
Regulatory compliance
Facility security
Process optimization
Performance tracking
Team leadership
Crisis management
Customer service
Client assistance
CRM software
Computer skills
Problem-solving skills
Goal-oriented
Timeline
Facility Supervisor
Azani Pro Training Facility
02.2023 - 04.2026Read More
Overnight Supervisor
U.S. Cellular
08.2014 - 02.2020Read More
Oklahoma State University
Associate of Science from Business
Read More