Latoya E. Durham
Red Lion
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
12
12
years of professional experience
Work History
Account Manager/Change of Service
Xfinity
01.2020 - Current
- Managed multiple sales/customer service teams as Point Of Contact
- Coached/ Led meetings and trainings
- Use multiple platforms to solve problems and sell products.
- Establish customer needs via communication techniques to retain, upgrade, and cancel accounts.
- Explain account information and product services as a subject matter expert.
- Assist leaders and multiple team members with escalation support.
- Utilize Team messenger systems to screen share and instruct fellow employees on complex processes.
- Created training modules in the PowerPoint systems and presented training in multiple team meetings within and outside my direct report.
- Sales increased by 5% per team that I’ve trained.
- Assisted with the virtual onboarding training of new hires and handled irate callbacks.
- Product Expert
- Process New Accounts
- Process cancellations
Customer Experience Supervisor
Xfinity
01.2013 - 01.2020
- A change management liaison that communicates company initiatives.
- Monitors team member performance levels while encouraging excellence through positive reinforcement.
- A mentor who helps with career development through the Career Advance Program and in different positions.
- Create and manage center comprehensive competitions that impact center-wide priorities based on business operations.
- Maximize coach sessions by understanding learning styles to teach and develop employees' core responsibilities.
- Facilitates huddles and meetings within and outside my team while advocating for peers and leaders.
- Participate in Employee Resource Group reward center-wide incentives based on performance and S4X behaviors and create and reinvent supervisor huddles.
- Participate in envoys that focus on employee engagement by creating events that allow Agents to network with other departments within the company during their breaks.
- Oversight
- Leadership
- Employee Development
- Managed/Assisted Leave process
- Change Management
- Process/Deliver Corrective Actions
- Career Advisor
- Onboard & Exit Interviews
- Payment/Timesheet Management
Education
Certificate - Project Management
The University of Phoenix
06-2024
Skills
- Writer
- Project Manager
- Director
- Producer
- Needs analysis
- Campaign execution
- Excellent communication skills
- Customer satisfaction
- Product training
Accomplishments
- Managed multiple projects for local community organizations.
- Started obtaining the funding to write the screenplay, working with set/costume designers, editors, and camera crew, and directing the production while staying on budget.
- Maintained a 3.83 grade point average as a full-time college student.
- Excelling as a full-time employee.
Awards And Expertise
- Dean’s List
- The National Leadership Honors Society
- Writer
- Project Manager
- Director
- Producer
Timeline
Account Manager/Change of Service
Xfinity
01.2020 - Current
Customer Experience Supervisor
Xfinity
01.2013 - 01.2020
Certificate - Project Management
The University of Phoenix
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