LATOSHA BROWN
Covington,GA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
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.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
ONLINE-RETAIL STORE BUSSINES OWNER
GEAR UP URBAN WEAR LLC.
02.2021 - Current
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Developed and managed positive business relationships with national retail store management and employees at assigned partner locations.
MANAGER
FAMILY DOLLAR
03.2023 - 01.2026
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed and motivated employees to be productive and engaged in work.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Launched quality assurance practices for each phase of development
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Supervised guests at front counter, answering questions regarding products.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Approved regular payroll submissions for employees.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Optimized store displays and appearance via strategic merchandising.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed point of sale opening and closing procedures.
Customer Care Representative
DAVID YURMAN CUSTOMER CARE CALL CENTER
12.2016 - 07.2019
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved accounting, service and delivery concerns.
- Responded proactively and positively to rapid change.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
PACKAGE HANDLER
FEDEX
02.2010 - 08.2013
- Followed verbal and written instructions to properly move and ship products.
- Collaborated with other package handlers to provide prompt and accurate delivery of orders.
- Proved successful working within tight deadlines and a fast-paced environment.
- Followed safety regulations to maintain safe work environment.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Communicated with supervisors about delays or other issues with shipments.
- Assisted in receiving, stocking and distribution of merchandise.
- Maintained clean, orderly work environment free of hazards.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Managed warehouse operations and verified proper shipment procedures.
Education
High School Diploma -
MIAMI NORTHWESTERN SR.
Miami, FL06-1990
Skills
- Sales management
- Staff management
- Staff hiring
- Regulatory compliance
- Profit and loss analysis
- Team oversight
- Verbal and written communication
- Client service
- Customer relations
- Hiring and staffing
Timeline
MANAGER
FAMILY DOLLAR
03.2023 - 01.2026
ONLINE-RETAIL STORE BUSSINES OWNER
GEAR UP URBAN WEAR LLC.
02.2021 - Current
Customer Care Representative
DAVID YURMAN CUSTOMER CARE CALL CENTER
12.2016 - 07.2019
PACKAGE HANDLER
FEDEX
02.2010 - 08.2013
High School Diploma -
MIAMI NORTHWESTERN SR.