Latosha Collier

• Support agents with escalations, system questions, and complex issues requiring higher-level review.
• Perform detailed problem-solving by identifying root causes, reviewing case notes, and ensuring accurate resolutions.
• Serve as a liaison between agents, customers, and management to maintain high service standards.
• Analyze customer feedback and escalation patterns to recommend improvements that increase satisfaction and loyalty.
• Train and mentor new employees on procedures, systems, policies, and best practices.
• Review escalated cases for accuracy, compliance, and completeness before sending them to advanced teams.
• Assist leadership by communicating workflow issues and providing suggestions for process improvements.
• Ensure agents follow proper documentation, HIPAA compliance, and quality guidelines.

• Inspect cakes on the production line to ensure correct labeling, packaging accuracy, and overall product quality.
• Verify expiration dates, lot codes, and label placement to meet company and FDA food safety standards.
• Check packaging for damage, sealing issues, or defects before products are boxed or shipped.
• Remove and report any out-of-spec products or packaging to supervisors.
• Keep the inspection and packaging area clean and organized to maintain food safety and workflow efficiency.
• Assist with preparing packaging materials and replenishing supplies on the line.
• Follow all GMPs (Good Manufacturing Practices), safety procedures, and company guidelines during production.
• Work closely with team members and leads to ensure production goals are met with consistent quality.

• Assisted customers with refilling CVS medications and accurately entering prescription and insurance information.
• Processed refill orders and ensured prescriptions were routed correctly within the pharmacy system.
• Provided clear support to help customers understand medication status, insurance requirements, and pharmacy procedures.
• Navigated multiple systems while documenting all interactions thoroughly and accurately.
• Maintained HIPAA compliance when handling sensitive information.
• Met or exceeded key performance metrics for call quality, productivity, and accuracy.
• Resolved customer issues through one-call resolution or followed proper escalation guidelines.
• Completed call dispositions and required reporting in a timely and accurate manner.
• Analyzed customer feedback to identify trends and recommend service improvements.

• - Operate pallet jacks, dollies, and hand trucks to manage large product volumes.
• - Enter new stock data into inventory systems, ensuring accurate labeling and records.
• - Receive, stage, and store incoming shipments efficiently and precisely.
• - Maintain workplace safety and compliance standards.
• Collaborated with team members to optimize picking and packing processes.
• Maintained accurate inventory records using warehouse management systems.
• Operated powered industrial trucks to efficiently transport goods within warehouse.

- Upsold services, directly contributing to company revenue goals.

• - Handled service and support inquiries, ensuring high satisfaction levels.
• - Conducted detailed documentation for audit and reporting purposes.
• - Maintained and updated customer records for accuracy and compliance.
• - Provided onboarding assistance and new hire support.

• - Processed high-volume customer orders using touchscreen POS.
• - Delivered exceptional service in fast-paced settings.
• - Worked closely with kitchen staff to ensure timely and accurate order preparation.